Customer Success Manager

L2L provides Connected Workforce Software and manufacturing operations technology that helps manufacturers improve efficiency, productivity, and frontline performance. The Customer Success Manager will manage a portfolio of manufacturing customers, leading renewals, expansion, adoption, customer outcomes, and executive relationships while collaborating cross-functionally to drive retention and growth.

Responsibilities:

• Own a portfolio of manufacturing customers with accountability for renewals, expansion, retention, and customer satisfaction
• Develop and execute account plans aligned to customer business objectives
• Identify whitespace opportunities and partner with customers to expand adoption across sites, teams, and products
• Maintain accurate forecasts for renewals, expansion opportunities, and account health
• Serve as a trusted advisor to executive stakeholders, operational leaders, and frontline champions
• Lead Executive Business Reviews (EBRs) focused on measurable business outcomes and ROI
• Develop customer success plans that align L2L capabilities with customer priorities
• Monitor customer health, product adoption, and business outcomes to proactively identify risks and opportunities
• Partner with customers to maximize value realization and long-term adoption
• Own the renewal strategy for assigned accounts, proactively mitigating churn risk
• Identify and qualify expansion opportunities, partnering with Sales where appropriate to close new business
• Conduct commercial conversations around customer goals, business value, pricing, and growth opportunities
• Achieve or exceed renewal, expansion, and Net Revenue Retention (NRR) targets
• Partner closely with Sales, Product, Professional Services, Support, and Marketing to deliver an exceptional customer experience
• Advocate for customer needs while balancing business priorities
• Provide Voice of Customer insights that influence product roadmap and future innovation
• Share best practices and contribute to improving Customer Success playbooks, processes, and team performance

Requirements:

• 5+ years of Customer Success, Account Management, Strategic Account Management, or Enterprise SaaS experience
• Demonstrated success managing executive relationships within complex B2B SaaS accounts
• Proven experience owning renewals, expansion, or commercial growth objectives
• Track record of consistently achieving retention, Net Revenue Retention (NRR), or quota targets
• Strong business acumen with the ability to connect product capabilities to measurable customer outcomes
• Excellent executive communication, presentation, and relationship-building skills
• Ability to navigate ambiguity, influence cross-functional teams, and drive alignment without direct authority
• Experience leveraging customer health metrics, product usage data, and business insights to prioritize work
• Experience in manufacturing, industrial software, frontline workforce technology, or enterprise SaaS is a plus
• L2L practices a remote-first approach while offering office space in Burlington, MA. Due to the collaborative nature of this role, we are looking for someone based on the East Coast