Enterprise Customer Success Manager

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

The Enterprise Customer Success Manager (CSM) at Vention will play a critical role in shaping the post-sale journey for our largest and most strategic accounts. Your mission is to ensure measurable client outcomes by bridging plant-floor realities with executive-level KPIs.

Your focus will be on three key impact metrics:

• Client Uptime (targeting 99%+ plant availability)
• Adoption (ensuring successful usage and integration of Vention's solutions)
• Net Dollar Retention (NDR) (renewals, upsells, and expansion)

This hybrid operational-commercial function is designed to maximize value realization, strengthen client partnerships, and position Vention as a strategic growth partner. You will collaborate closely with Account Executives, Operations, Support, Product, and Engineering to ensure customers achieve their goals and realize ROI.

As the first Enterprise CSM at Vention, you will also be instrumental in laying the foundation for a scalable Customer Success organization.

More specifically, your role will include:

• Act as the primary relationship owner for ~75–100 strategic accounts, post-delivery, ensuring a smooth post-sale journey.
• Conduct proactive health checks and Executive Business Reviews (EBRs) to identify risks, opportunities, and client objectives.
• Build and track Success Plans tied to adoption milestones, uptime performance, and measurable ROI outcomes.
• Monitor adoption, uptime, and usage patterns through analytics platforms; ensure plant uptime stays above 99%.
• Partner with Account Executives to drive renewals and identify expansion signals, directly contributing to NDR growth (services, bundles, cell upgrades, etc.).
• Serve as a trusted advisor, translating operational KPIs into executive-level business outcomes.
• Capture and consolidate product feedback, delivering quarterly insights (top 5 friction points & trends) to Product and Engineering.
• Collaborate cross-functionally with Sales, CS, Product, and Engineering to ensure seamless adoption and continuous improvement.
• Champion the Voice of the Customer, influencing Vention's priorities.

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.

• Bachelor's degree in Engineering, Operations, or related technical field.
• 5+ years of experience in Operations, Plant Management, or Industrial Automation (must have worked directly in plant/operations/engineering environments).
• Proven ability to manage large enterprise accounts, balancing operational detail with executive influence.
• Strong data literacy with experience using data analytics tools.
• Excellent communication and presentation skills, with a track record of leading executive-level reviews.
• Ability to collaborate cross-functionally with Sales, CS, Product, and Engineering to deliver client outcomes.
• Trusted advisor mindset, focused on client ROI and long-term partnership.
• Bilingual (English and French), both spoken and written.

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
• Gender diversity & inclusion: Pay equity reviews, inclusive policies, and a Women's Employee Resource Group offering networking, mentorship, and quarterly learning sessions.
• Hybrid work: Enjoy flexibility with our hybrid model, allowing you to work from home on select days.
• Community engagement: Two paid volunteering days per year to give back to causes you care about.
• Central location: Regular team gatherings and a collaborative office space in the heart of Montreal, surrounded by cafés and restaurants.
• Team events: All year round employee events including annual kick-off, employee summit, quarterly happy hours, and department events.
• Comprehensive benefits: A complete group benefits plan for you and your family that start day one.

What to Expect in Your Interview

• Initial Call
• Meet the Team
• Decision & Offer

We're committed to making every step of the process inclusive and accessible. If you require accommodations at any stage, please let us know, we'll ensure you have what you need to succeed.

Professional Growth & Development

Vention believes strongly in promotion from within. For this reason, we structured a comprehensive professional development program that elevate high-performing individuals who deeply understand the inner workings of Vention. This program encompasses:

• In-house coaching program with former industry executives working with small cohort of emerging leaders
• Quarterly management training on topics ranging from "Giving & Receiving Feedback, to Building high-performing teams, to "Developing your own Leadership model"
• Quarterly World-Class Speaker Series featuring industry leaders sharing their perspective and lessons learned as they build their function and business
• Dedicated professional development channels sponsored by the Executive team to foster continuous professional learning
• Book allocation program to further your knowledge in your domain of expertise or any business leadership topics

Diversity, Inclusion & Belonging at Vention

When you join Vention, you join a team of professionals with diverse experiences, backgrounds, and perspectives. Together, we're building a workplace where everyone belongs, feels valued, and can achieve extraordinary results.

We celebrate differences in ideas, in experiences, and in people. Our initiatives in gender equity, career growth, and leadership development are designed to create real opportunities for everyone to thrive.

Vention's culture

Vention is an uplifting environment for high achievers. Thinking that Vention's culture would keep you energized? See our full culture guide here.