Senior Customer Success Manager - Manufacturing

Poka EN; Montreal; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

Poka is seeking a Senior Customer Success Manager to guide top-tier manufacturers in their digital transformation journey. The role requires a strategic mindset, strong relationships with stakeholders, and deep expertise in manufacturing methodologies such as Lean and Six Sigma. Offering a hybrid and flexible work environment, this position calls for a proactive and adaptable individual passionate about collaborating with clients to ensure operational success.

Benefits

Group insurance from day one

Flexible schedule

Remote work options

MacBook Pro and home office allowance

Dynamic and collaborative work environment

Professional development opportunities

Qualifications

• 5+ years in manufacturing roles.
• Strong understanding of Lean, Six Sigma, and CI methodologies.
• Ability to communicate effectively with all stakeholders.

Responsibilities

• Guide enterprise clients through digital transformation.
• Build relationships across the organization.
• Lead adoption of Continuous Improvement methodologies.

Skills

Lean

Six Sigma

Continuous Improvement

Project Management

Communication

Adaptability

Job description

Senior Customer Success Manager - Manufacturing

At Poka, we’re transforming how frontline teams operate, learn, and solve problems.

Our connected worker platform is purpose-built for manufacturing, empowering frontline workers to share knowledge, collaborate in real-time, and drive continuous improvement. Think of it like YouTube and Facebook but built for the factory floor!

We’re proud to support global leaders like Nestlé, Bosch, Mars, and Danone in their digital transformation journeys and as part of the IFS family, our reach and impact continue to grow globally.

We need a Senior Customer Success Manager to guide our top-tier manufacturers through meaningful digital transformation. From aligning Poka to business goals to driving cross-functional adoption, you’ll help our customers turn connected worker insights into real operational impact. Ready to bring your manufacturing expertise that gives you credibility on the factory floor, and your strategic mindset that earns trust in the C-suite to Poka? Keep reading.

What You'll Do

• Act as a strategic advisor to enterprise manufacturing clients, guiding their transformation with Poka’s platform.
• Build and strengthen relationships with key stakeholders, from plant floor to executive suite.
• Lead CI/TPM adoption through tailored use cases and our library of Playbooks.
• Apply a problem-solving mindset to diagnose operational challenges/pains and co-create scalable, practical solutions.
• Ensure fast time-to-value, sustained engagement, and measurable ROI across the customer lifecycle.
• Collaborate cross-functionally to improve internal tools and CS team workflows.
• Identify expansion opportunities and champion long-term success - partnering with account managers and taking the lead on project execution to support sales outcomes.

What You'll Bring

• 5+ years in manufacturing (e.g., Continuous Improvement, Operations, TPM, or related roles).
• Strong understanding of Lean, Six Sigma, TPM, and CI methodologies.
• Project management skills - able to coordinate complex initiatives, manage timelines, and align cross-functional teams toward shared goals.
• Ability to build trust and communicate effectively with technical and executive stakeholders.
• Adaptability and curiosity, especially around integrating AI tools into your daily workflows.
• Proactive mindset and openness to change in a fast-paced SaaS environment.
• Excellent verbal and written communication skills in English (French would be a bonus)!
• Willingness to travel up to 20% (typically 1 - 2 client visits per quarter)

What we offer:

• Dynamic and collaborative work environment.
• Hybrid work policy - Work from the office one day a week if you live within a 40km radius to our Quebec City office or a 15 km radius to our Montreal office.
• 100% remote work if you do not live within the radiuses mentioned above.
• Truly flexible schedule and the possibility of taking every Friday afternoon off.
• Group insurance from day one (dental, medication, invalidity, travel, etc.).
• Matching GRSP with Wealthsimple after your first year.
• MacBook Pro and $500 allowance for your home office.
• Tasty snacks (Fresh fruits, snacks, coffee, tea, etc.)
• Whatever you need to keep learning and evolve professionally.

*Certain benefits are exclusively accessible to employees in Canada.

Want to learn more about our culture? Click HERE .

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