Industrial AI Account Manager | Retention & Growth

Litmus; Toronto; On-site; CAD 65,000 - 95,000; Full time

Job summary

Litmus, a growth-stage software company, is seeking a Customer Success Account Manager to drive retention, renewals, adoption, and value realization for manufacturing customers.

You’ll build strong relationships with customers, lead onboarding and renewal activities, monitor account health, and coordinate with Sales, Support, and Finance to ensure successful outcomes. Reporting to the VP of Customer Success, you’ll help scale our CS processes and contribute to enterprise expansions.

Qualifications

• 5+ years in a customer-facing role managing senior stakeholder relationships.
• 2+ years with manufacturing customers or in the manufacturing/industrial industry.
• Excellent communication skills, with the ability to manage customer expectations.
• Strong organizational skills to manage renewals, escalations, account plans and multiple priorities.
• Strong negotiation and upsell/cross-sell capabilities.

Responsibilities

• Own the overall relationship for assigned customers and partners, building strong relationships with key stakeholders through regular engagement, success planning, and proactive touchpoints to drive adoption, value realization, retention, and customer loyalty.
• Lead post-sale customer onboarding, including license provisioning and maintenance, and ensure a smooth transition from Sales to Customer Success.
• Act as the primary escalation point for customer tickets, incidents, feature requests, and bug fixes, coordinating internally on priorities and communicating progress and resolution to customers.
• Monitor customer health through adoption data, CSAT/NPS feedback, account health indicators, and proactive follow-up actions.
• Manage Salesforce renewal opportunities and oversee license, subscription, and support renewal processes, including AMC terms and conditions.
• Coordinate billing and payment follow-up with Accounts Receivable and Finance for assigned accounts.
• Identify services, upsell, cross-sell, project, and consulting expansion opportunities within assigned accounts.
• Provide input into account strategy and mapping, maintain site and project intelligence, and keep Account Executives and cross-functional stakeholders informed of customer context and priorities.
• Develop and execute account plans, support technical account planning, and document customer use cases to improve internal visibility and support future opportunities.
• Oversee customer support contract SLA adherence and ensure customers are informed about new product releases and guided toward long-term release versions of Litmus software.
• Drive customer advocacy by identifying opportunities for customer references, referrals, case studies, logo usage, and other advocacy activities.
• Contribute to the continuous improvement of Customer Success processes, renewal playbooks, onboarding practices, account management systems, and cross-functional ways of working.

Skills

Customer-facing

Manufacturing familiarity

Communication

Organization

Negotiation

Cross-functional collaboration

Tools

Salesforce

Job description

Litmus, a growth-stage software company, is seeking a Customer Success Account Manager to drive retention, renewals, adoption, and value realization for manufacturing customers.

You’ll build strong relationships with customers, lead onboarding and renewal activities, monitor account health, and coordinate with Sales, Support, and Finance to ensure successful outcomes. Reporting to the VP of Customer Success, you’ll help scale our CS processes and contribute to enterprise expansions.