Customer Success Manager

Based in Chicago, Germany, Italy, and Stockholm, MARKT-PILOT is a fast-growing B2BSaaS startup transforming the OEM industry. Our market intelligence platform helps leading machine manufacturers boost revenue, increase profitability, and deliver exceptional customer experiences by bringing full transparency to the spare parts business.
We’re looking for a Customer Success Manager who’s passionate about driving customer value through strategic support, relationship-building, and data-driven insights. In this role, you'll manage a portfolio of strategic accounts across North America in the industrial OEM space, helping customers realize the full value of MARKT-PILOT’s SaaS platform.
This is a consultative, relationship-focused role — ideal for someone who enjoys building long-term partnerships and influencing outcomes across complex customer organizations. In addition to owning your customer portfolio, you’ll also help shape the future of our U.S. Customer Success function by sharing best practices and bringing leadership insights to our growing team. It’s a great fit for someone ready to take the next step in their career and make a measurable impact in a fast-paced, collaborative environment.

What we expect you to own and run with:

• Strategic Account Management: Manage a portfolio of strategic accounts across North America, build trusted relationships with senior stakeholders, and ensure customers achieve their desired outcomes with MARKT-PILOT’s solutions through tailored workshops and enablement initiatives.
• Executive Engagement: Lead quarterly business reviews and strategic planning sessions with VP- and C-level contacts, clearly articulating ROI and impact.
• Growth Strategy: Identify and act on opportunities for upselling and cross-selling by aligning MARKT-PILOT’s platform with evolving business goals.
• Retention & Risk Management: Proactively monitor account health, flag risks early, and implement retention strategies to maintain strong Net Revenue Retention.
• Customer Advocacy & Product Feedback: Work closely with Product, Sales, and Engineering to channel insights and customer feedback into roadmap decisions.
• Team Enablement & Mentorship: Contribute to internal playbooks, share learnings, and help coach junior team members as the team grows.

Which boxes you need to check:

• 2–4+ years of experience in Customer Success, Account Management, or a similar customer-facing role in a B2B SaaS environment.
• Proven success managing strategic accounts and engaging executive stakeholders.
• Strong understanding of the SaaS customer lifecycle and experience driving Net Revenue Retention.
• Familiarity with the OEM, machinery, or manufacturing industry is a strong plus.
• Exceptional communication and presentation skills, with the ability to influence across all levels.
• Analytical, consultative, and highly organized — with a strong focus on business outcomes.
• Proficiency in CRM systems like HubSpot or Salesforce; familiarity with CS platforms and dashboards a plus.
• Comfortable working independently and cross-functionally in a fast-paced, evolving environment.
• Willingness to travel 1–2 times per month across North America to meet customers in person.

What we offer:

• Inspiring Team Culture: Enjoy regular team events, modern downtown Chicago offices, and a dynamic work environment that fosters innovation and collaboration.
• Flexible Working Hours: Enjoy the freedom to design your workday with flexible hours and a hybrid work option, allowing you to balance time between home and our vibrant downtown Chicago office.
• Generous Paid Time Off: Recharge with 25 paid vacation days each year to relax, explore, or focus on personal growth.
• Sick Leave: We care about your health and well-being. In alignment with Chicago’s Paid Sick Leave Ordinance, you will receive 5 day of sick time per year.
• Transit Benefits: Simplify your commute with our Transit Benefits Program, which provides subsidies for public transportation.
• Divvy Annual Subscription: Love a green commute? Enjoy a free Divvy bike share subscription, making it easy and eco-friendly to get around.
• Comprehensive Benefits Package: We offer premium medical plans, including dental, vision, and life insurance, so you can focus on what matters most.
• Financial Support: Benefit from a 5% 401(k) match and an annual Learning and Development budget to support your professional growth.
• Supportive Parental Leave: Take advantage of 3 months of paid parental leave to be there for your loved ones when they need it the most.

Our MARKT-PILOT DNA.
The best thing about working at MARKT-PILOT? Our people.
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