Customer Success Leader

• Career Development
• Competitive Compensation and Benefits
• Pay Transparency
• Global Opportunities

Learn More Here: https://www.dematic.com/en-us/about/careers/what-we-offer/

Dematic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

The base pay range for this role is estimated to be $130K - $190K at the time of posting. Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills.

What You Will Do in This Role

• Define, implement, and continuously refine the approach and workflows for Customer Success within the new team. Ensure alignment with LSS and Dematic's overarching company goals.
• Own the responsibility for customer success and happiness. Ensure measurable value comes from Dematic solutions. Serve as the primary advocate and internal voice of the customer.
• Customer Journey Orchestration: Proactively lead all aspects of the full customer lifecycle and guide its progress. Ensure smooth flows across the new unit projects, business and LSS. Take complete responsibility throughout implementation, launch, and ongoing operations
• Value Realization & Enablement: Guarantee customers grasp and successfully implement Dematic services and solutions. This includes explaining service benefits, supervising usage and adoption trends, and advising customers on how to improve performance and reduce operational issues.
• Total Cost of Ownership (TCO): Collaborate with customers to clearly explain the value proposition and openly show the total cost of ownership of Dematic solutions. This ensures they understand the return on investment.
• Proactive Optimization & Improvement: Build and implement plans for recognizing and providing ongoing improvement opportunities after launch. Build defined interaction checkpoints (e.g., pre-go-live, 60 days, 6 months, 1 year) to suggest optimization and improvement services, applying insights.
• Customer Advocacy & Feedback Loops:Actively listen to customer feedback, understand their evolving needs, and foster their requirements internally to influence product roadmaps, service offerings, and sales strategies. Establish and lead robust internal feedback loops from customers to sales and product teams.
• Enable Sales & Account Management: Serve as a vital connection for selling. Influence sellers by providing deep customer context and demonstrating value. Work collaboratively with Account Managers (AMs) to alleviate their burden from project management tasks, allowing them to focus on strategic account growth.
• Data-Driven Insights & Reporting: Coordinate essential metrics including service usage, adoption rates, parts consumption (e.g., support tickets, warranty claims, training usage, parts orders), and operational performance. Apply this data to provide actionable insights to customers and internal collaborators.

What We're Looking For

• Bachelor's degree or equivalent experience in Business, Engineering, Supply Chain Management, or a related field; MBA or Master's preferred.
• 10+ years of progressive experience in Customer Engagement, Account Coordination, Consulting Services, or a related customer-facing role within the automation, software, or industrial sectors.
• Deep understanding of sophisticated logistics, material handling systems, and software solutions.
• Demonstrated ability to drive customer outcomes, manage executive relationships, and navigate complex organizational structures.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations.
• Outstanding communication, presentation, and interpersonal skills, with the ability to effectively advocate for both Dematic and our customers.
• Experience with CRM software (e.g., Salesforce), Customer Success Platforms, and project management tools.
• Committed to achieving goals with a strong sense of ownership and urgency.
• 50% travel requirement to customer sites.