Customer Success Manager
- Act as the primary software advocate—externally with customers and internally with cross-functional teams—championing adoption of GrabCAD software and best practices.
- Drive customer adoption and satisfaction by deeply understanding user goals and aligning software capabilities with Stratasys key use cases in automotive, aerospace, and manufacturing.
- Build and maintain strong, proactive relationships with customers through regular check-ins, strategic reviews, and hands-on support.
- Use customer usage data and behavioral insights to map success journeys, identify friction points, and time interventions such as onboarding, implementation, and targeted enablement.
- Lead customer onboarding, deep dive training, and nurturing engagements to ensure successful rollout and long-term engagement.
- Serve as the primary point of contact for resolving issues and ensuring customers are progressing toward measurable outcomes.
- Work closely with internal and external sales teams, including Application Engineers (AEs), to ensure software is correctly positioned during both pre-sales and post-sales engagement.
- Participate in cross-functional initiatives to streamline and optimize the full customer experience and engagement lifecycle—from first contact through long-term renewal.
- Serve as the lead CSM example for our global sales channel, acting as a mentor, point of escalation, and trusted resource to enable adoption success across partner-led engagements.
- Identify expansion opportunities and collaborate with sales to position value, remove obstacles, and close renewal and upsell deals.
- Partner with product, engineering, and marketing teams to close feedback loops and provide insights that shape roadmap, packaging, and positioning decisions.
- Number of strategic customer engagements (e.g., onboarding calls, success reviews, enablement sessions).
- Improvement in customer adoption metrics (e.g., active users, feature usage growth, workflow integration).
- Tracking and influence of key CS metrics such as customer health scores, time-to-value, and expansion potential.
- Primary success metric: customer utilization and adoption metrics, with long term metrics around ARR and growth (12+ months).
- Demonstrate a deep understanding of the automotive, aerospace, and manufacturing industries.
- Effectively communicate how 3D printing and GrabCAD software drive business outcomes in design, production, and operations.
- Stay informed on industry trends and evolving customer needs to provide relevant, strategic guidance.
- Help shape product development by relaying insights and patterns from the field.
- Bachelor’s degree in Engineering, preferably Mechanical or Aerospace.
- Minimum 5 years of experience in additive manufacturing with a focus on customer adoption and application development.
- 5 Years or more customer success management or similar customer-facing roles.
- Strong knowledge of the GrabCAD software suite and its industrial applications.
- Proficiency with CAD and build preparation tools (e.g., Materialise Magics, Netfabb, Insight, GrabCAD, Solidworks, Creo, Onshape, etc).
- Familiarity with topology optimization, generative design, Finite Element Analysis (FEA) and AM process simulation tools.
- Excellent communication skills with the ability to explain complex technical concepts to both technical and executive audiences.
- Strong analytical mindset, with experience using data to drive strategic decisions and optimize customer engagement.
- Familiarity with CS platforms (e.g., Gainsight, Salesforce, HubSpot, ChurnZero) or similar CRM/data tools is a plus.
- Willingness to travel to customer sites as needed.
- AR / Advanced Collections in Oracle
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