What are the responsibilities and job description for the Customer Success Manager position at SoTalent?
A global leader in industrial innovation, helping organizations improve productivity, safety, and sustainability through cutting-edge digital and automation technologies. Their enterprise-grade solutions serve complex operations in energy, chemicals, manufacturing, and heavy industry. With a strong commitment to inclusivity and professional development, we empower their team members to make a lasting impact on the future of smart industrial operations.
Position Overview
They are seeking a Customer Engagement Lead with deep experience in industrial operations and software services to join our digital solutions team. In this role, you’ll be responsible for building strategic partnerships with enterprise clients, guiding them in optimizing their use of our industrial technology platforms. Your primary mission will be to foster lasting relationships, drive software adoption, and support clients in achieving measurable business outcomes. Regular travel across the U.S. is expected to maintain close collaboration with key accounts.
Core Responsibilities
- Build and sustain meaningful client relationships by understanding their operational goals and helping them maximize the value of our technology portfolio.
- Provide tailored support to ensure successful onboarding, implementation, and long-term use of software tools.
- Continuously identify opportunities to expand service use through upsell and cross-sell initiatives based on evolving client needs.
- Coordinate internally across product, engineering, and delivery teams to ensure seamless service and support.
- Help clients troubleshoot complex issues and offer proactive recommendations based on best practices.
- Drive feedback loops to help improve product offerings and client satisfaction.
- Promote active involvement in product forums, communities, and learning programs.
Performance Indicators
- Health and activity levels of managed accounts
- Breadth and depth of platform adoption
- Client retention and renewal rates
- Net recurring revenue growth
- Customer satisfaction scores and qualitative feedback
- Successful delivery of technical services and projects
- Documented product insights and community contributions
- Identified growth opportunities within key accounts
Required Qualifications
- At least 10 years of relevant experience in industrial operations, technical services, software delivery, or client-facing roles in enterprise environments
- Demonstrated success working with multinational or large-scale industrial clients
- Strong communication and influencing skills, especially at executive or headquarters level
- Willingness to travel domestically as required
Preferred Experience
- Hands-on familiarity with technologies such as Alarm Management, Operator Training Systems, Process Simulation, or similar industrial platforms
- Background in sectors like refining, oil and gas, LNG, chemical processing, or mining
- Understanding of customer success methodology, project delivery frameworks, or product lifecycle management
- Experience with tools like Salesforce and Gainsight or similar platforms
- Ability to influence internal and external stakeholders and drive change
- Awareness of industry-specific challenges and trends
Compensation & Benefits
- Competitive compensation package
- Employer-sponsored health plans including medical, dental, vision, and life insurance
- Paid leave benefits including vacation, personal, and parental leave
- Retirement savings options with company match
- Wellness programs, employee assistance offerings, and educational reimbursement
- Flexibility in work attire and hybrid work models (where applicable)
Please note: This job posting is just a preview of the full scope of the position. A comprehensive job description is shared by a member of our team
