Senior Customer Success Manager - Manufacturing

Poka Inc.; Montreal; Hybrid; CAD 80,000 - 120,000; Full time

Job summary

A leading technology company seeks a Senior Customer Success Manager focused on guiding manufacturing clients through digital transformation. This role requires extensive manufacturing expertise and strategic thinking, ensuring operational impact while cultivating strong relationships across all levels within customer organizations. The position offers a dynamic work environment along with generous benefits including flexible work schedules, professional growth support, and a hybrid work policy.

Benefits

Generous vacation policy

100% remote work option

Flexible schedule with every Friday afternoon off

Group insurance from day one

MacBook Pro and home office allowance

Tasty snacks provided

Qualifications

• 5+ years in manufacturing roles such as Continuous Improvement, Operations, or TPM.
• Strong understanding of Lean, Six Sigma, and CI methodologies.
• Excellent communication skills in English; French is a bonus.

Responsibilities

• Act as a strategic advisor for manufacturing clients to guide digital transformation.
• Build relationships from the plant floor to the executive suite.
• Lead adoption of Continuous Improvement and Total Productive Maintenance.

Skills

Manufacturing expertise

Lean methodology

Six Sigma

Project management

Effective communication

Problem-solving

Adaptability

Customer engagement

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. 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 manufacturing clients 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 operational impact. If you bring manufacturing expertise that gives you credibility on the factory floor and a strategic mindset that earns trust in the C-suite, 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 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 leading 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.
• Ability to build trust and communicate effectively with technical and executive stakeholders.
• Adaptability and curiosity, especially around integrating AI tools into workflows.
• Proactive mindset and openness to change in a fast-paced SaaS environment.
• Excellent verbal and written communication skills in English (French is a bonus).
• Willingness to travel up to 20% (typically 1-2 client visits per quarter).

What we offer:

• Dynamic and collaborative work environment.
• Generous vacation policy upon arrival.
• Hybrid work policy—work from the office one day a week if within 40km of Quebec City or 15km of Montreal.
• 100% remote work if outside these radii.
• Flexible schedule and the possibility of taking every Friday afternoon off.
• Group insurance from day one (dental, medication, invalidity, travel, etc.).
• Telemedicine service.
• Matching GRSP with Wealthsimple after your first year.
• MacBook Pro and $500 home office allowance.
• Tasty snacks (fruits, coffee, tea, etc.).
• Referral bonus.
• Support for professional growth and learning.

*Certain benefits are exclusive to employees in Canada.

Want to learn more about our culture? Click HERE.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Technology, Information and Internet

Referrals increase your chances of interviewing at Poka Inc. by 2x