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.