Customer Success Manager

Voovio provides a digital software platform for manufacturing. The Customer Success Manager drives implementation and adoption at customer sites, coordinating projects, customer communication, data collection, and internal teams to integrate Voovio into everyday operator training and work processes.

Responsibilities:

• Serve as the primary point of contact for project coordination, status updates and customer requests, by phone, email, text and video call
• Respond to inquiries, requests and concerns promptly, and follow every issue through to resolution
• Build trusted relationships with customer personnel, including operators, line managers, training organization, HSE leads and other site personnel
• Keep customers informed on project status, schedules, deliverables and milestones
• Lead data collection at customer sites by coordinating between the internal engineering team and the customer contact
• Before the first site visit, ensure the scope of work, site entry requirements, key contacts and logistics are shared and understood by both the customer and internal teams
• Track project progress against plan and flag risks or delays early
• Travel to customer facilities (about 25% of the time) to meet in person, understand their operations and strengthen relationships
• Support site visits, kickoff meetings, implementations, reviews and training sessions alongside Customer Success and Sales
• Gather first-hand feedback on product performance, customer workflows and other needs to help incorporate our software into site work processes, and share this information with internal teams
• Follow all customer site safety requirements, including PPE and plant access procedures
• Work primarily with the Production and Delivery teams on project schedules, deliverables, quality questions and delivery issues
• Coordinate with the internal engineering team on data collection needs and site visit preparation
• Support the Sales team with customer follow-up, account updates and new opportunities identified in the field
• Coordinate cross-functional communication so the right people act quickly when a customer needs help
• Log all customer interactions, issues and follow-ups in the CRM and keep records accurate and current
• Track open issues, response times and customer satisfaction, and report trends to appropriate personnel
• Help streamline the project execution process by working with the Production and Engineering teams
• Identify recurring problems and recommend improvements to products, processes or service

Requirements:

• 3+ years of experience in a manufacturing environment in the chemicals, refining, petrochemical or biofuels industries, including direct interaction with frontline personnel
• Strong interpersonal skills, with the ability to build rapport quickly with people at every level, from plant operators to executives
• Outgoing, confident and personable, and comfortable picking up the phone or walking into a customer meeting
• Excellent written and verbal communication skills
• Proven ability to manage multiple customers and priorities at once while staying organized and responsive
• Comfortable working remotely and independently with minimal supervision
• Willing and able to travel approximately 25%, including international trips and overnight stays; a valid passport or the ability to obtain one is required
• Valid driver's license and the ability to meet customer site safety and access requirements
• Proficiency with email, Microsoft Office or Google Workspace, and CRM tools (such as HubSpot or Salesforce)
• Bachelor's degree or equivalent work experience
• Familiarity with plant operations, process safety and industrial production environments
• Experience working directly with sales, engineering or product development teams
• Background in continuous improvement
• Experience in project coordination