(Senior) Enterprise Customer Success Manager (f m x)

📋 Description

• • Own the entire post-sale lifecycle for a portfolio of enterprise manufacturing customers across DACH, Benelux, and the Nordics, ensuring each account achieves measurable ROI and expands their use of SPARETECH’s SaaS platform for spare-parts management.
• • Develop and execute strategic success plans that map customer business objectives to product capabilities, translating complex technical workflows into clear, value-focused roadmaps that executives and shop-floor teams alike can rally behind.
• • Build trusted advisor relationships with C-suite, plant managers, procurement heads, and maintenance leads, running quarterly business reviews (QBRs) that showcase quantifiable savings, risk reduction, and process improvements delivered through SPARETECH.
• • Drive adoption and expansion by identifying under-utilized modules (digital twin creation, predictive BOM analytics, supplier integration APIs) and designing targeted enablement campaigns that lift monthly active usage above 85 % within the first 12 months.
• • Collaborate with Sales, Product, and Engineering to prioritize feature requests, feeding real-world customer pain points into the roadmap and ensuring enterprise-grade enhancements (SSO, SAP/Teamcenter connectors, advanced RBAC) ship on time.
• • Design and deliver scalable onboarding programs for global rollouts, combining remote workshops, train-the-trainer sessions, and self-service academies to cut go-live time from months to weeks while maintaining 95 % user-satisfaction scores.
• • Monitor health scores, NPS, and renewal/expansion pipelines in Gainsight; proactively surface at-risk indicators and orchestrate cross-functional “red account” sprints that rescue renewals and turn detractors into advocates.
• • Represent SPARETECH at Hannover Messe, Maintenance Düsseldorf, and virtual industry forums, delivering keynote customer stories that position the company as the thought leader in digital spare-parts excellence.
• • Continuously refine internal playbooks, creating reusable templates for stakeholder mapping, value-realization dashboards, and executive ROI calculators that empower junior CSMs and accelerate ramp-up.
• • Champion a culture of customer-centricity across the organization, hosting monthly “voice of customer” sessions where support, marketing, and engineering jointly dissect feedback and commit to action items with clear owners and deadlines.