Customer Success Manager

This is a remote position.

Embrace Industrial Group serves some of the largest manufacturers in the world, including the Top 8 of 10 Chemical, Top 3 of 10 Automotive, and Top 3 of 5 Oil and Gas companies, as well as leading Heavy Machinery and Food manufacturers.

Northwest Analytics (NWA), part of Embrace Industrial Group, delivers advanced analytics-based knowledge solutions to some of the world’s most sophisticated manufacturers. Our customers operate complex, highly regulated, and capital-intensive production environments across industries such as chemicals, pharmaceuticals, and advanced materials. We help them capture, scale, and operationalize process knowledge to improve quality, efficiency, and consistency across global operations.

As we continue to scale, we are seeking a Customer Success Manager to manage and deepen relationships with strategic enterprise customers, ensuring sustained product adoption, executive alignment, and revenue growth within existing accounts. 

Key Responsibilities:

Strategic Account Ownership

• Own and manage a portfolio of strategic enterprise manufacturing customers. Develop a deep understanding of each customer’s operational environment, business objectives, production KPIs, and digital transformation priorities. 

• Build strong, multi-level relationships across technical users, operational leaders, and executive sponsors to position NWA as a long-term strategic partner rather than a software vendor.

Adoption & Value Realization

• Lead customers through onboarding and early adoption in close collaboration with implementation and technical teams. Ensure that customers clearly understand how to apply the platform to real operational challenges. 

• Monitor usage, engagement trends, and outcome metrics to proactively identify adoption gaps. 

• Drive structured engagement through regular touchpoints, business reviews, and performance discussions to ensure measurable ROI.

Retention & Renewal Management

• Take ownership of renewal strategy and execution across your assigned accounts. Develop renewal plans well in advance, identifying potential risks and creating mitigation strategies early. 

• Maintain clear visibility into customer health indicators such as adoption, stakeholder engagement, and business impact to reduce churn risk. 

• Act as the escalation point for complex customer issues and ensure swift internal coordination when needed.

Revenue Expansion (Cross-Sell & Upsell)

• Identify and develop growth opportunities within existing accounts by uncovering additional use cases, business units, plants, or geographic locations where NWA can deliver value. Partner with Sales to structure and close expansion opportunities while maintaining strong executive alignment. 

• Develop strategic account plans that outline expansion pathways and maintain visibility of opportunity pipeline within CRM systems. This role carries commercial responsibility focused on expanding and deepening existing relationships rather than acquiring new logos.

Executive Engagement & Consultative Guidance

• Serve as a trusted advisor to senior stakeholders by connecting analytics capabilities to high-level business outcomes such as quality improvement, yield optimization, cost reduction, and process standardization. 

• Translate technical product functionality into strategic business value that resonates with decision-makers. Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) that reinforce value delivered and align on future growth initiatives.

Customer Health & Risk Management

• Leverage customer success metrics and health scoring models to monitor satisfaction, engagement, and renewal likelihood. Proacti