R.E. Mason · 1 month ago
Customer Success Manager
Charlotte, NC 28206
Full-time
Hybrid
Mid, Senior LevelRobert E. Mason & Associates, Inc. is a 100% employee-owned company dedicated to driving customer success. The Customer Success Manager will act as the primary point of contact for clients, guiding them through the lifecycle of automation solutions and ensuring they achieve their business objectives.
Manufacturing
Responsibilities
Build and maintain strong, long-lasting relationships with customers and act as the single point of contact for a portfolio of automation system clients
Establish and lead customer success plans aligned with business objectives, coaching customers toward effective adoption of DeltaV platforms and other automation and complimentary solutions
Own the customer journey from onboarding through full adoption and continued use, including implementing change management plans and delivering tailored training programs
Monitor consumption and adoption metrics, act as a Renewal Specialist for recurring contracts and subscription licensing, and collaborate with sales to secure renewals
Maintain accurate customer data to support the sales process and leverage data-driven KPIs to demonstrate value and guide decision-making
Manage numerous customers and contacts at different stages of the lifecycle, conducting regular success reviews to align on performance metrics and identify opportunities for growth
Help customers extract maximum value from purchased solutions, recommending upgrades, services, and modernization strategies based on system utilization and lifecycle milestones
Act as a customer advocate internally and foster alignment with ecosystem partners to enhance adoption, solution delivery, and overall customer success. Coordinate with service disciplines and ensure timely resolution of issues
Partner with sales and leadership to think critically and strategically, supporting portfolio growth and aligning technology adoption with broader digital transformation goals
Travel to customer sites to educate on best practices and strengthen relationships (up to 60%)
Qualification
Required
Passion and commitment for customer success
Ability to maintain and expand opportunities within assigned accounts
Strong written and verbal communication skills, executive-level presentation, and facilitation experience
Team player with ability to develop and execute long-term account strategies
Ability to identify success criteria and KPIs, and measure, report on progress
High productivity, ability to manage multiple priorities under time constraints
Strong documentation and communication skills
Focused on efficiency and leveraging AI for client data insights
Degree in engineering, automation, industrial technologies, or a related technical field
Strong knowledge of process automation and operational technology in industrial environments
Experience in customer-facing roles such as customer success, inside sales, account management, or technical support
Effective communication and documentation skills, with the ability to engage with diverse stakeholders including quality, process engineering, operations, and executives
Experience with assessing system interactions and driving adoption of solutions in areas such as Process Control (DeltaV Preferred, similar DCS/PLC/SCADA experience accepted), MES, Data Historians, Simulation/Operator Training, Reporting, Alarm Management and Scheduling
Expertise in developing proposals and driving revenue growth through solution-based selling
Success Planning and execution skills
Customer Relationship Management (CRM) Software
Benefits
Participation in the Employee Stock Ownership Program (ESOP)
Retirement plan, including a Safe Harbor contribution
Medical / Dental / Vision Insurance
Employer paid Life Insurance and Long-Term Disability Insurance
Generous paid leave options that include vacation time, sick leave, personal leave time, R.E. Mason Way Half Day, paid Jury Duty, and paid Bereavement Leave
Paid Parental Leave
Paid company holidays
Career Development Program
Retirement and Financial Wellness program
Employee Assistance Program (EAP)
Alternative/Hybrid Work Schedules
Company
R.E. Mason
R.E. Mason provides expertise and solutions that help our customers manufacture quality products in North Carolina, South Carolina, and Virginia.
Founded in 1940
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Kelli Edwards
Chief Financial Officer
Company data provided by crunchbase