Customer Success Manager (North America)

YOUR MISSION

The Smart Factory Customer Success Manager is the primary post-go-live partner for Nulogy’s Smart Factory customers. You will own a portfolio of manufacturing accounts, driving platform adoption and sustained ROI from Smart Factory, while protecting and growing annual recurring revenue through deep operational engagement, structured deployment programs, and executive-level account management. This role requires someone who can credibly walk a production floor and present a business review to a VP of Operations in the same day.


KEY RESPONSIBILITIES

• Own a portfolio of Smart Factory accounts as the primary point of contact for operational, technical, and strategic matters
• Drive adoption of core Smart Factory modules through on-site engagement, training, and change management support
• Track adoption and usage metrics; identify stalled rollouts and activate recovery plans before they become retention risks
• Lead renewal conversations and contract negotiations in partnership with the Account Management team
• Identify expansion opportunities - additional sites, modules, or adjacent Nulogy MOS capabilities - and collaborate with Account Managers to advance them
• Manage multi-site deployment sequencing for enterprise customers, ensuring each new site benefits from lessons learned across the footprint
• Build multi-threaded relationships across plant managers, CI directors, operations leaders, and executive sponsors
• Share best practices and win stories across the customer base to accelerate time-to-value at new accounts
• Conduct regular business reviews with quantified value metrics tied to customer-defined success criteria
• Conduct product demos and showcase new functionality to existing clients
• Partner and collaborate with our internal teams on projects and customer-related matters
• Triage technical and growth issues, coordinating across Product, Engineering, Professional Services, and Support to drive resolution

EXPERIENCE & SKILL REQUIREMENTSTechnical & Domain

• 5-8+ years in manufacturing operations, CPG/supply chain, industrial, or SaaS Customer Success in industry-adjacent space
• Comfort with deployment and change management in manufacturing environments
• Familiarity with MES, SCADA, ERP, or production monitoring systems an asset
• Lean Six Sigma training or certification (Green Belt or higher) preferred; practical experience applying CI methodologies (VSM, SMED, 5 Whys, Root Cause Analysis, Kaizen) in a manufacturing context is a strong asset

Skills & Competencies

• Exceptional communication skills across diverse audiences - Builds credibility with plant floor operators and C-suites
• Effective at leading and facilitating customer meetings
• Able to dynamically prioritize across a portfolio of approximately 30 accounts in a fast-paced, high-growth environment
• Friendly, empathetic, and composed under pressure
• Detail-oriented; strong analytical, planning, and organizational skills
• Comfortable owning GRR/NRR targets and measuring success through retention, expansion, and adoption metrics
• Able to travel up to 70%; on-site presence is central to this role

Education

• Bachelor Degree - Business, Science, Engineering, Manufacturing, Operations Management, or a related business discipline preferred - or equivalent industry experience.

COMPANY OVERVIEW


Nulogy is a manufacturing technology company driven by a vision to make life better for the people who plan, produce, and deliver the products we use every day.
Nulogy’s Manufacturing Operating System helps manufacturers and packagers automate every stage of the production process—from inventory to quality—which reduces operating costs, increases efficiency, and boosts customer satisfaction. Hundreds of manufacturing sites around the world are powered by Nulogy, and our software also runs in the networks of world-leading brands such as Colgate-Palmolive, L’Oréal, and Procter & Gamble.
Nulogy has grown rapidly over the last decade, and we are proud to be recognized with a number of awards including: Canada’s Top Small & Medium Employers, Food Logistics Top 100 Software Provider, and Canada's Most Admired Corporate Culture. Nulogy has also received multiple awards for company culture, the most recent being one of Canada’s Top Small & Medium Employers for 2024, Great Place to Work 2025 & Greater Toronto’s Top Employers for 2025.
By joining Nulogy, you’ll become part of a fantastic culture of capable and motivated individuals. You’ll also join a team that is solving challenging problems every day with the potential to make a global impact.

OUR VALUES
1. We put people first
We lead with genuine care, build strong relationships, and create space for people to grow.
2. We rewrite the playbook
We don’t wait for perfect conditions. We move, deliver, and refine, solving problems creatively as we go.
3. We learn up
We stay curious, learn from the people and experiences around us, and keep looking ahead.
4. We take the hot potato!
When something goes wrong, we don’t pass the problem along. We take ownership and work together to solve it.
5. We ring the bell together
We celebrate success as a team and recognize the people who helped make it happen.

WHY NULOGY
We’re solving problems that no one has been able to solve before. This is an opportunity to join a team that is transforming the way that supply chains are structured.

Competitive benefits package: Group benefit plans including health, dental, and vision that start on day one—benefit premiums are fully paid by the employer; Parental leave: 100% top-up for 15 weeks for any parent of biological or adopted children; Flexible paid vacation policy; RRSP Matching Program, 401K program.


FULLY REMOTE
Everyone is set up with the tools and resources required to stay connected and help employees do their best work.

Nulogy embraces diversity, and we recognize the need for teams that represent a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We encourage everyone to apply.