KION Group · 3 hours ago
Customer Success Leader
DEMATIC Dallas, TX
Full-time
Onsite
Senior Level, Lead/Staff
$130K/yr - $190K/yr
10+ years expKION Group is seeking a visionary leader to guide the customer success function within the Lifecycle Solutions and Services organization. The Customer Success Leader will build, lead, and expand this function, ensuring clients achieve their goals and maximize value from their partnership with Dematic.
Industrial Engineering
Responsibilities
Define, implement, and continuously refine the approach and workflows for Customer Success within the new team. Ensure alignment with LSS and Dematic's overarching company goals
Own the responsibility for customer success and happiness. Ensure measurable value comes from Dematic solutions. Serve as the primary advocate and internal voice of the customer
Customer Journey Orchestration: Proactively lead all aspects of the full customer lifecycle and guide its progress. Ensure smooth flows across the new unit projects, business and LSS. Take complete responsibility throughout implementation, launch, and ongoing operations
Value Realization & Enablement: Guarantee customers grasp and successfully implement Dematic services and solutions. This includes explaining service benefits, supervising usage and adoption trends, and advising customers on how to improve performance and reduce operational issues
Total Cost of Ownership (TCO): Collaborate with customers to clearly explain the value proposition and openly show the total cost of ownership of Dematic solutions. This ensures they understand the return on investment
Proactive Optimization & Improvement: Build and implement plans for recognizing and providing ongoing improvement opportunities after launch. Build defined interaction checkpoints (e.g., pre-go-live, 60 days, 6 months, 1 year) to suggest optimization and improvement services, applying insights
Customer Advocacy & Feedback Loops: Actively listen to customer feedback, understand their evolving needs, and foster their requirements internally to influence product roadmaps, service offerings, and sales strategies. Establish and lead robust internal feedback loops from customers to sales and product teams
Enable Sales & Account Management: Serve as a vital connection for selling. Influence sellers by providing deep customer context and demonstrating value. Work collaboratively with Account Managers (AMs) to alleviate their burden from project management tasks, allowing them to focus on strategic account growth
Data-Driven Insights & Reporting: Coordinate essential metrics including service usage, adoption rates, parts consumption (e.g., support tickets, warranty claims, training usage, parts orders), and operational performance. Apply this data to provide actionable insights to customers and internal collaborators
Qualification
Required
Bachelor's degree or equivalent experience in Business, Engineering, Supply Chain Management, or a related field
10+ years of progressive experience in Customer Engagement, Account Coordination, Consulting Services, or a related customer-facing role within the automation, software, or industrial sectors
Deep understanding of sophisticated logistics, material handling systems, and software solutions
Demonstrated ability to drive customer outcomes, manage executive relationships, and navigate complex organizational structures
Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations
Outstanding communication, presentation, and interpersonal skills, with the ability to effectively advocate for both Dematic and our customers
Experience with CRM software (e.g., Salesforce), Customer Success Platforms, and project management tools
Committed to achieving goals with a strong sense of ownership and urgency
50% travel requirement to customer sites
Preferred
MBA or Master's preferred
Benefits
Career Development
Competitive Compensation and Benefits
Pay Transparency
Global Opportunities
Company
KION Group
The KION Group sells forklift trucks, warehouse technology and associated services from its seven brand companies around the world.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2013-06-28IPO
Leadership Team
Christian Harm
CFO
Christian Dreyer
Senior Director Business Transformation & Network Management
Recent News
The Motley Fool
2025-11-10
2025-10-31
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