Customer Success Manager

Musashi AI North America, Inc. is a growing hardware and software focused company that builds and develops smart vision solutions for quality assurance in manufacturing environments. Based in Waterloo, Ontario, Musashi AI North America employs a talented and dynamic team of R&D and Applications Engineers who provide unique engineering development activities in design, prototyping and testing to drive new technology development, build innovative products, and maintain and support our deployed solutions.

As a Customer Success Manager, you will join the Musashi AI North American team to help embody one of Musashi AI’s core values of Customer First. This is a transformative leadership opportunity to establish customer success operations from the ground up, design and scale global customer success processes, and build and lead a high-performing global team. You will proactively drive customer success, retention and growth through strategic partnership and advocacy to create long-term value.

Reports to: Director of Engineering

Qualifications:

- Bachelor's degree in engineering, Computer Science, Business, or equivalent experience.
- 10–15 years of experience in customer-facing roles (e.g., Technical Sales, Customer Success, Technical Support, Account Management, or Solutions Engineering).
- Minimum of 3-5 years leading customer success, technical support or account management teams.
- Experience in SaaS, manufacturing, or automation industries preferred.
- Experience with digital customer engagement strategies and automation tools a plus.
- Strong understanding of software and hardware systems, ideally with exposure to machine vision, automation, or manufacturing environments.
- Strategic account management and consultative selling skills.
- Ability to analyze customer data and health metrics to drive retention and growth.
- Excellent communication and interpersonal skills, with a customer-first mindset.
- Proven ability to troubleshoot technical issues and guide customers toward solutions.
- Proficiency with CRM tools (Salesforce) and ticketing systems (Jira)
- Proven track record building out processes around customer management

Job Responsibilities:

- Serve as the primary point of contact for customer inquiries and technical issues.
- Monitor and manage incoming support tickets, ensuring timely and effective resolution.
- Triage and prioritize customer issues based on urgency and impact.
- Collaborate with engineering teams to resolve complex technical challenges.
- Lead the customer response process during issue escalation and post-issue follow-up.
- Set up and continuously improve customer response processes.
- Build out and manage a global customer success team, including defining team structure, establishing KPIs, and developing a growth strategy.
- Utilize CRM tools like Salesforce and ticketing systems like Jira to manage customer interactions and feedback.
- Collect and analyze customer feedback to drive continuous product and service improvements.
- Proactively engage with customers to ensure satisfaction and identify opportunities for added value.
- Maintain clear documentation of customer interactions, resolutions, and system performance trends.
- Begin in a hands-on role supporting customers directly, transitioning into a management position as the team expands.

Personal Skills:

- Active listening skills to understand and address customer needs.
- Commercial acumen and focus to drive revenue growth through retention and expansion.
- Analytical and conceptual thinking with creative and innovative ideas.
- Project management, time management, planning, and organization skills.
- Strong verbal and written communication skills in team-based environment.
- Executive presence and ability to influence stakeholders at all levels.
- Ingenuity and initiative; able to deal with ambiguity.

Musashi AI North America Expectations:

Company Standards:

- Uphold company policies and integrity.
- Be a champion of Musashi Philosophy.
- Follow all safety procedures and instructions.
- Active involvement in company and department goals.
- Follow Musashi’s “5S” principles, quality, environmental, and health & safety systems.
- Interact with all Musashi working peers in a respectful and pleasant manner.

Please note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the associate for this job. Duties, responsibilities and activities may change at any time with or without notice.