At ClearOps, we keep the world of machinery moving by transforming the entire service supply chain of machine manufacturers into a seamless data ecosystem. Our platform connects manufacturers, dealers, and machines to predict the demand for parts and services in ways never seen before, ensuring that machinery never stops working. As a young, ambitious team of 50 experts spread across Munich, Lisbon, San José, and Atlanta, we're passionate about personal growth and professional impact. 

Operating at the heart of Industry 4.0, we leverage the latest technologies in cloud computing, IoT, big data, and more to deliver powerful solutions to machine manufacturers and their dealers. We’ve built an enterprise SaaS solution that ensures the right parts are available in the right place, even in the most complex service supply chains. Our dealer SaaS solutions digitize the entire service business, predicting machine failures and orchestrating the timely delivery of technicians and resources to avoid breakdowns. At ClearOps, our mission is to revolutionize service supply chains, keeping machines up and running and maximizing customer lifetime value like never before. 

Role Overview: 

As an Customer Success Manager, you will be pivotal in helping our customers, OEMs and dealers, to fully realize the value of our platform. Moving far beyond reactive issue management, you'll focus on ensuring our customers maximize their return on investment by proactively driving product adoption, increasing our global footprint, and identifying strategic growth opportunities. You will be a key figure in nurturing long-term customer relationships, ensuring satisfaction, and delivering measurable success. 

Key Responsibilities: 

1. Product Adoption & Account Footprint 

• Strategically engage with OEMs and their dealers to ensure full coverage (all dealers should be connected) across the platform.
• Analyze customer usage patterns and other KPIs, driving adoption of all solutions to ensure full value realization.
• Identify and address gaps in adoption, working with stakeholders to onboard inactive or under-utilizing dealers/users.

2. Strategic Account Development & Proactive Customer Success 

• Regularly gather customer feedback, including Net Promoter Scores (NPS), to ultimately establish a tailored Account Development Plan that aligns with customer goals, including strategies for increasing platform adoption, expanding features, and achieving key success metrics.
• Collaborate with OEMs and dealers to set clear objectives and KPIs, ensuring success is consistently measured and achieved.
• Work closely with customers to identify additional pain points that can be addressed through existing or upcoming functionalities to then partner with Account Executives (AEs) to communicate upsell opportunities without directly engaging in sales or negotiations. Your focus is on being a trusted advisor.

3. Internal Collaboration & Strategic Initiatives 

• Collaborate on internal projects and initiatives aligned with ClearOps’ product development roadmap.
• Provide insights and feedback to enhance ClearOps’ SaaS solutions based on customer and market demands.