Customer Success Manager

Here at Siemens, we take pride in enabling sustainable progress through technology. We do this through empowering customers by combining the real and digital worlds. Improving how we live, work, and move today and for the next generation! We know that the only way a business thrives is if our people are thriving. That’s why we always put our people first. Our global, diverse team would be happy to support you and challenge you to grow in new ways. Who knows where our shared journey will take you?

Transform the everyday with us!

Position Overview

We are looking for Customer Success Manager- Predictive Maintenance. This position is remote and can be based anywhere within the continental United States.

You must have commercial experience supporting industries such as Automotive, food and beverage, pharma, chemical, energy or any other similar segment.

Senseye Predictive Maintenance is an industry-leading cloud-based solution for predictive maintenance that was acquired by Siemens in 2022. With cutting-edge machine learning technologies, it empowers industrial customers to minimize unplanned downtime, optimize maintenance operations, and enhance the sustainability of their manufacturing processes.

Our web application, Senseye PdM, provides our customers with prognostic and condition monitoring tools at scale without the need for expert manual analysis.

The Customer Success Manager (CSM) is responsible for driving customer adoption, value realization, and long‑term success for SaaS-based software solutions. The role acts as the primary post‑sales relationship owner, ensuring customers achieve measurable outcomes while enabling renewals, expansion, and advocacy.

This role sits at the intersection of customer relationships, cloud/SaaS delivery, and industrial enterprise environments.

As a Customer Success Manager, you have that rare ability to combine commercial and technical skills to provide continuous guidance to customers during onboarding and on an ongoing basis, forming an adroit relationship that ultimately leads to the renewal and expansion of customer business. The role focuses on developing and maintaining strong customer relationships, supporting the technical aspects of deploying SenseyePdM to customers distributed globally across various industries.

The applicant will also be expected to present new and updated application features to customers, helping to drive adoption through these enhanced functionalities.

Experience of Condition Monitoring practices in the industrial setting is highly desired as the applicant will be expected to engage on a technical level with client project and maintenance teams.

The role is customer facing and applicants will spend a significant proportion of their time advising customers how to implement and gain value from SenseyePdM. Customer Satisfaction is a key KPI in the business.

The ability to independently manage projects and prioritize workload is a vital skill required of the position.

Key Responsibilities:

• Lead regional teams by influence and oversee seamless customer onboarding to ensure an excellent experience.

• Own the post‑sales customer lifecycle for assigned SaaS customers, from onboarding through renewal and expansion.
• Drive product adoption, usage, and value realization for cloud‑based software platforms.
• Ensure customers understand and achieve the business outcomes tied to their SaaS investment.
• Act as the trusted advisor for customers using cloud solutions.
• Manage relationships with large, complex, global customers, often operating in industrial or manufacturing environments.
• Engage with multiple stakeholders across customer organizations (technical, operational, commercial).
• Coordinate internally across sales, services, product, and support teams to deliver a consistent customer experience.
• Proactively manage renewals, preempt risks early and driving mitigation plans.
• Identify expansion opportunities through increased adoption, additional use cases, or broader rollout.
• Partner with Account Managers / Sales to support commercial growth without owning quota directly.
• Serve as the customer-facing point of coordination for: 
• SaaS service delivery
• Cloud operations and updates
• Support escalation and resolution
• Ensure customers are aligned with cloud best practices, service models, and lifecycle expectations.
• Capture customer feedback and relay insights to product and internal teams.
• Support development of customer references, case studies, and success stories.
• Represent the customer voice internally to improve products and services.

Required Skills & Experience

• Bachelor’s degree or higher in a technical subject such as Engineering, Physics or equivalent.

• Proven 8+ years in a Customer Success Manager, Account Manager, or similar role.
• Strong ability to manage long‑term customer relationships in a structured, proactive manner.
• Experience working with enterprise customers rather than SMB-only environments.

• Direct experience working with SaaS or cloud‑based software solutions.
• Understanding of: 
• Subscription models
• Adoption metrics
• Renewal cycles
• Ongoing value delivery (vs one‑time delivery projects)
• Comfortable explaining the value of cloud software to business and technical stakeholders.

• Experience working with customers in industrial, manufacturing, or complex B2B environments.
• Ability to operate in settings where customers may have: 
• Legacy systems
• OT/IT considerations
• Multiple internal decision-makers

• Strong written and verbal communication skills.
• Confident engaging with customers at operational, managerial, and executive levels.
• Able to translate customer needs into clear internal actions.
• Proficient in English both written and verbal.
• Legally authorized to work in the United States on a continual and permanent basis without company sponsorship

Preferences

• Experience in Digital Industries, industrial software, and/or analytics platforms.
• Exposure to predictive maintenance, analytics, and/or operational software.
• Experience supporting global customers across regions.
• Familiarity with customer success metrics (adoption, usage, health scoring).

• Additional language, preferably Spanish or Portuguese. 

Benefits:

• Flexible working hours and remote working
• Excellent PTO
• Private Health, Dental & Vision
• Excellent benefits within Siemens
• Start-up vibe - autonomy, trust, and excellence
• As a fast-growing company there are opportunities for an ambitious and driven individual to progress their career and make a difference to the future success of the business

About Siemens:

We are a global technology company focused on industry, infrastructure, transport, and healthcare. From more resourceefficient factories, resilient supply chains, and smarter buildings and grids, to sustainable transportation as well as advanced healthcare, we create technology with purpose adding real value for customers. Learn more about Siemens here.

Our Commitment to Equity and Inclusion in our Diverse Global Workforce:

We value your unique identity and perspective. We are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society, while ensuring that we attract the best talent based on qualifications, skills, and experiences. We welcome you to bring your authentic self and transform the everyday with us.

#LI-JS

#LI-Remote