Customer Success Account Manager

Ovii's Interpretation of the Role

Litmus seeks a senior Customer Success Account Manager to own the health, renewal, and growth of manufacturing client accounts. You will drive adoption, coordinate cross‑functional teams, and act as the customer’s advocate within a fast‑moving industrial AI platform.

Role Snapshot

• Senior customer‑facing role
• Hybrid (Toronto) location
• Full‑time employment
• Focus on manufacturing accounts
• Revenue retention and expansion

Must-Have Requirements

• Communication
• Organizational management
• Negotiation & commercial acumen
• Cross‑functional collaboration
• customer relationship management
• manufacturing industry exposure

Nice-to-Have Signals

• Project management
• Industrial technology knowledge
• Salesforce CRM experience
• Self‑starter problem solving
• project management
• industrial technology
• Industrial technology

Work Setup

• Location: Toronto, Canada
• Work mode: HYBRID
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Relocation
• Notice period
• Travel
• Security clearance
• Certifications
• Education requirement

What You'll Likely Work On

• Own end‑to‑end relationships for assigned manufacturing customers, driving adoption, value realization, and loyalty
• Lead post‑sale onboarding, license provisioning, and smooth handoff from Sales to Customer Success
• Serve as primary escalation point for tickets, incidents, feature requests, and bug fixes, coordinating internal priorities
• Conduct health assessments, track adoption metrics, CSAT/NPS, and take corrective actions
• Manage renewal cycles in Salesforce, including license, subscription, and support renewals
• Coordinate billing and payment follow‑up with Finance and Accounts Receivable
• Identify upsell, cross‑sell, and professional services opportunities within accounts
• Develop and execute account plans, document use cases, and feed insights to Sales and product teams
• Ensure SLA adherence, communicate product releases, and drive customer advocacy programs

Good Fit If You Have

• Enjoys solving problems and improving processes
• Thrives in fast‑paced, change‑driven environments
• Comfortable influencing internal teams without direct authority