SOLVACE
Customer Success Account Manager
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Customer Success Account Manager
Senior Customer Success Manager - Europe (French Speaking)
About Solvace
Solvace is the only Operational Excellence (OpEx) platform that unites front-line workers with senior leadership through a modular suite of 30+ apps, covering continuous improvement, production, maintenance, quality, HSE, training, engineering, and more—all accessible via a single, unified platform.
Our technology unifies people and systems, integrating AI-driven insights, AR-powered tools, and VR workflows to:
- Boost engagement and decision-making speed
- Accelerate problem-solving
- Scale best practices across global operations
Solvace seamlessly integrates with ERP, MES, CMMS, LMS, OEE, QMS, BI, and more via APIs, eliminating data silos. Backed by decades of OpEx expertise—combining advanced software with deep factory-floor collaboration—we support digital transformation across industries, including consumer goods, automotive, aerospace, chemicals, pharmaceuticals, and beyond.
Job Summary
As a Senior Customer Success Manager (CSM), you’ll partner with clients to drive adoption, optimisation, and scale of the Solvace platform. Reporting to the Special Projects & Training Director, you’ll ensure long-term success, foster retention, and unlock revenue growth.
Based in UK, France, Germany, Italy, or Portugal, this role demands fluent French and a keen eye for operational efficiency.
Key Responsibilities
- Serve as the primary account owner for a portfolio of clients
- Align business goals with platform capabilities to maximise value delivery
- Lead onboarding, adoption, and continuous improvement in complex manufacturing environments
- Monitor KPIs (SLA, NPS, usage metrics) and proactively resolve gaps
- Retain clients by building trust across all leadership levels (from shop floor to C-suite)
- Identify upsell/cross-sell opportunities and steward expansion
- Collaborate with Product, Engineering, and Support to champion client needs
- Drive commercial growth through renegotiations, renewals, and strategic proposals
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Key Priorities
Client Retention & Relationship Management
- Be the trusted advisor for clients, balancing operational support and strategic guidance.
- Conduct quarterly business reviews to assess value, adjust strategies, and align on evolving goals.
- Build long-term relationships across site managers, execs, and HSE/process teams.
- Proactively monitor account health, ensuring risks are mitigated before impacting retention.
- Maintain CRM records for renewals, feedback, and account health tracking.
Onboarding & Platform Adoption
- Onboard clients smoothly, tailoring implementation to their KPIs and operational context.
- Define adoption plans to accelerate time-to-value, blending SaaS best practices with manufacturing challenges.
- Analyze usage data to identify adoption barriers and customise solutions for each client.
- Coach clients on best practices for TPM, WCM, Lean, or Six Sigma integration.
Revenue Growth & Commercial Management
- Grow revenue by identifying upsell/cross-sell opportunities tied to client outcomes.
- Track SLA adherence, NPS, and renewal rates to enhance client satisfaction and profitability.
- Ensure invoice accuracy and solicit feedback to optimise contract terms.
- Partner with Sales to identify account expansion strategies.
Cross-Functional Collaboration
- Act as the client liaison for Product, Engineering, and Support, translating feedback into action.
- Influence product roadmaps grounded in real-world manufacturing challenges.
- Work closely with the Customer Success team to align on delivery and learning from case studies.
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What We’re Looking For
Experience & Background
- 3+ years in Account Management or Customer Success, ideally in SaaS or manufacturing tech.
- Proven ability to grow and retain B2B accounts in complex industrial environments.
- Experience supporting manufacturing clients understanding ERP/MES integrations and OpEx methodologies.
- Bachelor’s in Business, Engineering, or allied field (or equivalent experience).
Technical Skills & Knowledge
- Deep understanding of:
- Manufacturing processes (ERP, MES, CMMS) and OpEx frameworks (TPM, Six Sigma, Lean).
- CRM tools (Salesforce, HubSpot), data analytics, and digital adoption strategies.
- SaaS lifecycle management, including onboarding and usage analytics.
Leadership & Soft Skills
- Strong stakeholder relationship management—level-setting with shop-floor teams to C-level execs.
- Optimised client-facing communication: written, oral, and presentation-ready.
- Ability to work across European cultures, collaborating in diverse, agile teams.
- Fluent English & French is a strict requirement.
Mindset & Work Ethic
- Embrace a collaborative, growth-driven culture: learn from mistakes, iterate, and share insights.
- Think outside the box—proactively solve problems and seek new ways to add value.
- Exceed client expectations and threaten the team with innovation and best-practice sharing.
- Passionate about the manufacturing sector and bereit für occasional travel to client sites.
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