Customer Success Manager

Job description

ROLE SUMMARY Under the leadership of the Director of Customer Success Management, we are hiring a Principal Customer Success Manager to support the Customer Success Management team. This role is critical to ARR growth and retention and will be responsible for customer advocacy, account management, and churn prevention. KEY RESPONSIBILITIES Own and execute the account management handoff from Sales, including building executive relationships, identifying expansion leads, reporting on account health, and protecting renewal revenue Partner cross-functionally with the account team (Sales, Professional Services, Solutions Consulting), Product, and Support to serve as an advocate for our customers Develop and improve internal processes, systems, and workflows to enable CSMs to be more effective in their roles Analyze data and provide actionable insights to drive business decisions Drive accountability against defined KPIs and performance metrics Ensure compliance with company standards and policies REQUIRED QUALIFICATIONS Bachelor's degree in engineering, manufacturing, computer science, or equivalent experience (Master's degree preferred) 4-8 years of relevant experience in customer success, account management, or related field Demonstrated ability to build executive relationships, nurture high-value portfolios, own retention goals, identify growth pathways, and mitigate risk in accounts Strong communication and collaboration skills Ability to operate independently in a scaling environment PREFERRED QUALIFICATIONS Experience in manufacturing, engineering, or other technical field WORK ENVIRONMENT Remote position Travel up to 25%, if applicable Why Join Velotic Velotic is uniquely positioned at the intersection of industrial operations, advanced connectivity, and AI. Joining now means you can help shape: Culture & Growth Build foundational People Ops systems, processes, and culture from day one. Work within a team defined by ambition, collaboration, authenticity, and speed. Influence global operating models and employee experience at scale. Work-Life Balance Flexible work arrangements Discretionary Time Off (DTO) Global paid parental leave Employee Assistance Program (EAP Join Us Learn more at: WHO WE ARE Velotic is a newly-formed independent software company with a pure-play focus on industrial operations. We unite two category-defining portfolios -- ThingWorx and Kepware (formerly part of PTC) and Proficy (formerly part of GE Vernova) -- to transform industrial manufacturing, at scale. With $350M in annual revenue, a global footprint across a range of industries, a legacy customer base, and our intelligent data connectivity systems and AI solutions, we are one of the world's largest independent software companies focused on industrial operations -- here to power the future of manufacturing. OUR MISSION Enabling the world's industrial producers to do the right things right—across every shift, every plant, every day. We help manufacturers prosper by equipping them with software-defined, data-driven production systems that elevate quality, accelerate cycle times, improve resilience, and enable sustainable profit growth. WHY THIS IS A ONCE-IN-A-CAREER OPPORTUNITY Lead in a market undergoing significant disruption and growth from cloud migration to edge intelligence to AI-powered industrial automation. Join a culture defined by ambition, authenticity, speed, teamwork, and the belief that manufacturing can meaningfully improve the world. Competitive benefits, compensation and long-term impact on how the world’s industrial companies operate, automate, and innovate.