Join Our Team as Director of Customer Success at Intelecy!

At Intelecy, we're dedicated to enabling sustainable production, and we live by our mantra, “Customers First”.

Now we're looking for an energetic, results-driven Director of Customer Success to help us make a lasting impact.

If you’re passionate about empowering others, driving success, and building strong, meaningful relationships—this is the role for you!

As our Director of Customer Success, you’ll be at the heart of what we do, ensuring our customers in the manufacturing sector unlock the full potential of our innovative SaaS solutions. You’ll guide them toward success, drive satisfaction, and help foster partnerships that last.

Your Impact:

Customer Onboarding & Adoption
You’ll lead the charge in onboarding new clients, ensuring they have a seamless experience as they adopt our platform. By developing tailored success plans, you’ll align their goals, KPIs, and expectations with the value our software provides—ensuring their journey with us is a success from day one.

Customer Relationship Management
As the primary point of contact, you’ll be the trusted partner for key customer escalations, inquiries, and requests. You’ll maintain strong, long-term relationships with decision-makers and stakeholders, ensuring customer satisfaction, retention, and continuous growth.

Customer Success Strategy & Planning
You’ll develop and execute strategic account plans, identifying challenges and opportunities, and offering actionable insights to help customers thrive. Regular business reviews will allow you to showcase product value and guide customers toward sustained success.

Cross-Functional Collaboration
In this role, teamwork is key! You’ll partner with Sales to identify expansion opportunities, and with Product teams to relay customer feedback, ensuring we’re evolving to meet their needs. As the voice of the customer, you’ll advocate for them across all teams.

Data-Driven Decision Making
You’ll leverage data and feedback to inform decisions, uncovering insights to optimize customer success. By analyzing customer health scores, you'll proactively engage with at-risk accounts and create tailored mitigation plans to ensure their success.

Training & Enablement
You’ll create and share resources—like webinars, tutorials, and best-practice guides—ensuring our customers are equipped to fully leverage our platform. Your goal will be to increase adoption and maximize the value customers receive from our solutions.

Customer Advocacy
You’ll turn happy customers into passionate advocates by developing case studies, testimonials, and reference calls. By fostering a customer-first mentality within the organization, you’ll ensure that our customer’s voice is always heard.

Customer Academy Development
Design and build a comprehensive Customer Academy strategy to help customers get the most out of our software. By curating educational content like video tutorials, knowledge base articles, and certifications, you’ll elevate customer engagement and success.

What You Bring to the Table:

Experience

• Seniority and proven experience in a Customer Success or Account Manager role in a B2b SaaS environment, with a proven track record of driving customer satisfaction, retention and growth.
• 5-10 years of experience working with clients in the manufacturing industry, with a strong understanding of manufacturing processes.
• A proven track record of increasing customer retention, satisfaction, and driving growth.

Skills & Competencies

• Strong communication skills with the ability to connect with customers at all levels, from operational staff to executives.
• Expertise in managing multiple accounts in a fast-paced, results-oriented environment.
• Proficiency in CRM systems (Salesforce, HubSpot) and customer success platforms (Gainsight, Totango).

Preferred

• MSc in Business, Engineering, or related fields.
• Familiarity with enterprise SaaS solutions and advanced analytics tools.
• Certifications like PMP, CSCP, or similar are a plus.

Who You Are:

• Customer-Oriented: You’re driven by a desire to help others succeed, always putting the customer’s needs at the forefront of your efforts.
• Strategic Thinker: You can take customer goals and translate them into actionable, value-driven success plans.
• Collaborative Leader: You know how to work across teams, collaborating effectively with sales, product, and technical teams to deliver exceptional customer outcomes.
• Results-Driven: You’re laser-focused on achieving measurable outcomes that benefit both customers and the business.
• Resilient: You approach challenges with professionalism and adaptability, always finding solutions even when the path gets tough.

Why Intelecy?

• Innovative Solutions: Shape the future of SaaS in the manufacturing sector by working with cutting-edge technology.
• Impactful Work: Make a real difference by helping customers reach their goals and achieve success.
• Inclusive Culture: Join a dynamic, collaborative team where your ideas are valued and growth is celebrated.

Ready to empower our customers and help us build lasting success?

Apply now and be a key player in our customer-first journey!