Director, Customer Success

**Company Description**
Headquartered in Montreal and Berlin, Vention helps manufacturers automate their operations in record time with the only hardware and software AI-powered platform built for the factory floor. Our technology powers over 25,000 machines across 4,000 factories across 5 continents and we have the privilege to work with a significant proportion of Fortune 500 manufacturers, from space rockets, to electrical cars, to robotics.

At Vention, you’ll work alongside driven and talented people who care deeply about their craft and the impact they create. We’re a team of high achievers who grow through meaningful work, solving complex challenges, learning fast, and seeing the results of our efforts every day.

We move quickly and aim high, but we do it together with care, collaboration, and respect. Our culture celebrates diverse perspectives and supports your growth through intentional development, strong leadership, and opportunities to make a real difference.
**Job Description** As a Director of Customer Success at Vention**

you will champion how customers realize value from Ventions products and services. The customer success function is focused on accelerating customer growth through a combination of product utilization and the expertise within the CS team. This team is made up of Automation Integration specialists (IS), Customer Experience specialists (CES), Customer success managers (CSM) and MachineLogic Programming experts (MLX). Your ability to develop programs to have a strong and efficient voice of customers with the product functions at Vention and your domain expertise in industrial automation will help you influence the products Vention builds and set up Ventions’ users for success. Collaborating closely with the technical sales team, you and your team play a pivotal role in adoption of the technologies Vention provides by supporting pre-sales efforts as well as adopting a “no user left behind” strategy.

**What You'll Do**
- Lead, mentor, and manage a team of engineers and customer experience specialists
- Direct and implement after-sales support best practices to ensure timely resolutions of technical and logístical issues
- Direct and implement programs to monitor Vention’s global technologies performance to enhance adoption and growth of Vention’s software offerings
- Lead escalation management for the team and be the path to challenging commercial, technical, and strategic situations
- Lead and drives a customer-centric/customer-obsessed culture within team and across org
- Direct and implement programs to maintain the technical knowledge base of the CS team at the required level to influence the product organization, resolve issues users may be experiencing, and provide assistance to the sales group, as well as customers, with expertise
- Responsible for high end customer experience, measured in CSAT and NPS
- Direct, develop and maintain comprehensive feedback loops with the various Vention functions to ensure a strong voice of customer
- Direct, develop and implement project management practices to ensure seamless execution of the programming and training services
- Direct and develop the programs necessary to make Vention’s fulfillment partners and users successful
- Direct and develop the foundations for a Vention technical user community, such as owning the budding Forum platform and pursuing user engagement

**Qualifications** What You Bring to the Table**

We’re looking for skills, intellect, and experiences that will help you succeed in this role but we also know that various profiles (not only the one described below) could be successful. If you’re excited about what you read and think you’d be a great fit, we encourage you to apply, even if you don’t meet every single qualification.

**You’ll bring**:

- Mechanical/Electrical/Electronics/Mechatronics/Robotics Engineering background mandatory
- 8+ years experience in the automation or closely related field working directly wit customers and partners
- Broad and deep understanding of customers across industries and segments and geographies
- 3+ years experience in managing engineering teams, preferably in after sales functions
- Demonstrated ability to lead client discussions with a focus on technical solutions
- Experience and ability to adapt and build processes from the ground up
- Proven leadership skills, with experience building and managing teams
- Excellent communication and collaboration skills, with the ability to influence and drive change across all levels of the organization Strong knowledge of programming (Robots, Python, React, Javascript, etc)

**Additional Information** ‍What We Offer**
- **Career pathing**:Real opportunities to grow through personalized development plans, bi-annual employee reviews, and mentorship program
- **Professional development**: Continuous training in performance management, inclusive leadership, leadership operating model, team building, and giving/receiving feedback
- **Ge