Customer Success Manager

Musashi AI North America, Inc. is a growing hardware and software focused company that builds and develops smart vision solutions for quality assurance in manufacturing environments. Based in Waterloo, Ontario, Musashi AI North America employs a talented and dynamic team of R&D and Applications Engineers who provide unique engineering development activities in design, prototyping and testing to drive new technology development, build innovative products, and maintain and support our deployed solutions. As a Customer Success Manager , you will join the Musashi AI North American team to help embody one of Musashi AI’s core values of Customer First . This is a transformative leadership opportunity to establish customer success operations from the ground up, design and scale global customer success processes , and build and lead a high-performing global team . You will proactively drive customer success, retention and growth through strategic partnership and advocacy to create long-term value. Reports to : Director of Engineering Qualifications: Bachelor's degree in engineering, Computer Science, Business, or equivalent experience. 10–15 years of experience in customer-facing roles (e.g., Technical Sales, Customer Success, Technical Support, Account Management, or Solutions Engineering). Minimum of 3-5 years leading customer success, technical support or account management teams. Experience in SaaS, manufacturing, or automation industries preferred. Experience with digital customer engagement strategies and automation tools a plus. Strong understanding of software and hardware systems, ideally with exposure to machine vision, automation, or manufacturing environments. Strategic account management and consultative selling skills. Ability to analyze customer data and health metrics to drive retention and growth. Excellent communication and interpersonal skills, with a customer-first mindset. Proven ability to troubleshoot technical issues and guide customers toward solutions. Proficiency with CRM tools (Salesforce) and ticketing systems (Jira) Proven track record building out processes around customer management Job Responsibilities: Serve as the primary point of contact for customer inquiries and technical issues. Monitor and manage incoming support tickets, ensuring timely and effective resolution. Triage and prioritize customer issues based on urgency and impact. Collaborate with engineering teams to resolve complex technical challenges. Lead the customer response process during issue escalation and post-issue follow-up. Set up and continuously improve customer response processes. Build out and manage a global customer success team, including defining team structure, establishing KPIs, and developing a growth strategy. Utilize CRM tools like Salesforce and ticketing systems like Jira to manage customer interactions and feedback. Collect and analyze customer feedback to drive continuous product and service improvements. Proactively engage with customers to ensure satisfaction and identify opportunities for added value. Maintain clear documentation of customer interactions, resolutions, and system performance trends. Begin in a hands-on role supporting customers directly, transitioning into a management position as the team expands. Personal Skills: Active listening skills to understand and address customer needs. Commercial acumen and focus to drive revenue growth through retention and expansion. Analytical and conceptual thinking with creative and innovative ideas. Project management, time management, planning, and organization skills. Strong verbal and written communication skills in team-based environment. Executive presence and ability to influence stakeholders at all levels. Ingenuity and initiative; able to deal with ambiguity. Musashi AI North America Expectations: Company Standards: Uphold company policies and integrity. Be a champion of Musashi Philosophy. Follow all safety procedures and instructions. Active involvement in company and department goals. Follow Musashi’s “5S” principles, quality, environmental, and health & safety systems. Interact with all Musashi working peers in a respectful and pleasant manner. Please note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the associate for this job. Duties, responsibilities and activities may change at any time with or without notice.