Customer Success Manager

| Austin
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What is the Customer Success Manager (CSM) role?

Customer Success is the primary customer-facing team at LeanDNA. CSMs work closely with our customers to ensure they’re receiving the tools and support needed to achieve their business objectives using the LeanDNA platform. As a CSM, you’ll be responsible for establishing and building key relationships with customer executives and cultivating LeanDNA champions to ensure customer retention, inspire customer loyalty, and encourage advocacy for LeanDNA within their companies. You’ll be their expert in LeanDNA product functionality, common use cases, implementation and training processes, and best practices. You’ll also be their coach, helping drive adoption of our industry-leading, cloud-based technology and ensuring their success in achieving their inventory and operational goals.

This role requires a highly analytical applicant with deep knowledge of supply chain, lean manufacturing best practices, and ERP systems. An ideal candidate will have at least some experience in systems implementation, supply chain analytics, lean manufacturing, project management, and the ability (and passion) to deliver quality training & product coaching both in-person and over the phone. 

You will be working alongside (and at times, on-site) with our customer executives, supply chain & operations leadership, and front-line factory management teams to ensure that LeanDNA is helping them succeed. You will also be responsible for training key users and providing guidance on how best to use the LeanDNA tools. This role must facilitate product adoption across the organization by coordinating training sessions, system configuration, and account monitoring – meaning a blend of personal, analytical, and communication skills are necessary.

Responsibilities:
  • Act as the primary LeanDNA point of contact for a group of customers
  • Understand how their processes best map to standard LeanDNA capabilities
  • Interface with other internal team members (support, data integration, product, engineering, sales, etc.) as needed to resolve customer issues
  • Understand the LeanDNA product and supply chain domain well enough to document and respond to issues independently (or communicate gaps clearly both internally and to the customer)
  • Set expectations appropriately and communicate clearly with your champions
  • Monitor key customer success metrics to ensure that LeanDNA is driving results and helping customers achieve their goals
  • Conduct periodic business reviews with customer executives (both in-person and over web meetings)
  • Provide proactive guidance to key users, encourage adoption, and assist in education on product updates
  • Use your project management skills to coordinate with customer executive sponsors and supply chain teams to schedule kickoff meetings, facilitate training sessions, help with strategic goal setting, and identify potential expansion opportunities.
  • Develop an ongoing relationship with executive sponsors and champions at customers and become their advocate internally at LeanDNA
  • Travel to visit clients on-site as needed (especially during the onboarding process) to provide support, build relationships with key users, and develop expansion strategies with your accounts
Skills & Experience: 
  • Demonstrated leadership skills
  • Ability to learn systems and business processes quickly
  • 2+ years of experience managing enterprise software implementation projects during the delivery and uptake of large, complex systems
  • Ability to understand and analyze common data sets related to supply chain (e.g. Inventory, PO, or Demand Reporting)
  • Excellent verbal, written, and presentation skills
  • Ability to juggle multiple projects with complex tasks
  • Expertise in dealing with significant change at senior business and IT levels (preferably dealing directly with VP or C-Level Executives)
  • Capability as a credible and effective consultant/advisor/coach, especially around change management (cultural, technical, and business)
  • Proven effectiveness at leading and conducting executive training sessions, meetings, and workshops (often remotely)
  • Supply Chain and/or Supply Chain application experience
  • Ability to travel 25%
  • SaaS experience desirable
  • Must be legally authorized to work in the U.S.
Education:
  • Bachelors degree in an engineering, business systems, or a supply chain-related discipline
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Location

LeanDNA is perfectly centered for a walk (or scoot) to downtown or South Congress. A prime location with ample parking in 78704 zip.

An Insider's view of LeanDNA

What’s the vibe like in the office?

Management puts trust into each employee’s contribution and competence here, and that shows in our laid-back and energetic office vibe. We also have an open floor plan that encourages collaboration, plus couches and bean bag chairs. So you can find the right space at the right time without feeling like you're being micromanaged.

Cameron

Client Success Engineer

What's the biggest problem your team is solving?

We’re helping manufacturers get their factories off of spreadsheets and into a purpose-built platform that provides them with daily actionable insights. It's fulfilling work knowing that we’re giving these teams hours back in their day to focus on more rewarding work.

Natalie

Enterprise Account Executive

What are some things you learned at the company?

I've learned so much about supply chain and the struggles and motivators of leaders and buying teams at companies we work with—the factories that build our cars, planes, and the machinery that powers our production systems. We're lucky to be able to help these professionals thrive in their careers and feel more fulfilled in their day-to-day work.

Lara

Campaign Manager

What does your typical day look like?

Productive, collaborative, and constantly moving! My day begins with a team huddle to decide priorities and goals for the day. I spend most of my time working with prospects, clients, and our internal team to solve problems when they arise, so there is never a dull moment. There's a lot of work to do and we have a great team working on it together!

Daniel

Director, Solutions Engineering

What are LeanDNA Perks + Benefits

Culture
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
In addition to 10 days of PTO, each Leaniac receives 3 You Holidays for a total of 23 days off for their first year at LeanDNA. At year 5, employees receive $1,500 Ticket to Ride.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Free Daily Meals
We provide free breakfast on Mondays, and employees get free catered lunch on Fridays.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted in the office and off-site. We also provide Safe Rides without question.
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Time allotted for learning
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