Vice President, Customer Success

PSI Engineering; Mississauga; On-site; CAD 150,000 - 230,000; Full time

Job summary

PSI Engineering, a global leader in automated pack and sortation systems, seeks an executive level leader to build a world-class Customer Success organization. You will scale aftermarket revenue via service, maintenance, upgrades and lifecycle solutions while aligning with PSI's growth strategy.

This role spans boardroom to shop floor and demands a proven track record in specialized industrial automation environments.

Qualifications

• 15+ years of progressive leadership experience in industrial automation or related fields.
• Leadership across project delivery, installation, commissioning, field service, support and Customer Success.
• Track record of building high-performing teams and developing leaders.

Responsibilities

• Build a scalable, industry-leading Customer Success and service organization.
• Strengthen project execution through installation, commissioning and customer acceptance.
• Develop recurring aftermarket revenue through service, parts, upgrades and lifecycle solutions.
• Partner with Engineering, Manufacturing, Sales and Operations to improve execution and customer experience.
• Contribute to PSI's executive team growth strategy.

Skills

Executive leadership

Industrial automation

Project delivery

Aftermarket revenue

P&L management

Customer relationship

Strategic planning

Education

Engineering degree

MBA (asset)

Tools

ERP systems

Job description

Build the Business. Build the Team. Build What Comes Next.

Some executive opportunities are about managing what already exists. This is not one of them.

PSI Engineering is looking for an exceptional executive a builder who can create a world-class Customer Success organization, significantly grow our aftermarket business and help take PSI through its next stage of growth. Over the past several years, PSI has grown significantly by delivering innovative automation solutions to demanding warehouse and distribution environments. We are now investing in the leadership and capabilities required to scale further. For the right executive, this opportunity may extend well beyond the VP role.

PSI is planning for the evolution of its executive leadership over the next three to five years and intends to develop a strong internal succession pool for future senior leadership opportunities, potentially including COO and CEO. There are no predetermined successors or promises of advancement. Future opportunities will be earned through performance, leadership, business results and demonstrated capability.

But if your ambition is to eventually run a significant industrial technology business and you have the ability to earn that opportunity we want to meet you.

About PSI Engineering

PSI Engineering manufactures and integrates automated pack and sortation systems for high-volume warehouse and distribution centres serving the B2C market. For more than three decades, PSI has developed innovative engineered solutions that increase throughput and accuracy while reducing labour requirements. Today, we provide end-to-end pack-line automation from consultation and design through manufacturing, implementation and support to customers globally.

The Opportunity

As Vice President, Customer Success, you will lead and build the organization responsible for the customer experience after PSI wins the business:

Project Delivery → Installation → Commissioning → Technical Support → Field Service → Aftermarket → Long-Term Customer Partnership. You will inherit talented people and an established customer base. Your mandate is to build the leadership, processes, capabilities and commercial engine required to scale.

You will:

• Build a scalable, industry-leading Customer Success and service organization.
• Strengthen project execution through installation, commissioning and customer acceptance.
• Build a significant recurring aftermarket revenue business through service, preventive maintenance, spare parts, upgrades, retrofits and lifecycle solutions.
• Strengthen field service and technical support.
• Establish meaningful customer, service and operational KPIs.
• Develop and mentor exceptional technical and operational leaders.
• Build deeper executive relationships with strategic customers.
• Partner across Engineering, Manufacturing, Sales and Operations to improve execution and the customer experience.
• Contribute as a member of PSI's executive team to the company's growth strategy and future direction.

Who We Are Looking For

We are not looking for a traditional account management or software Customer Success executive. Nor are we seeking a VP who has reached their ceiling. We are looking for an industrial leader who has built something before and wants to build something bigger. You understand what happens when complex engineered systems must be designed, built, delivered, installed, commissioned and supported in a customer's operation.

You can move comfortably between the boardroom, customer site and shop floor. You develop leaders, create scalable processes and understand that exceptional service can become both a competitive advantage and a profitable business.

What You Bring

• 15+ years of progressive leadership experience in industrial automation, material handling, warehouse automation, engineered equipment, robotics, manufacturing technology or a closely related industry.
• Leadership experience across project delivery, installation, commissioning, field service, technical support, operations and/or Customer Success.
• A track record of building high-performing teams and developing leaders.
• Experience improving delivery of complex engineered systems.
• Strong executive customer relationship and escalation-management capability.
• Commercial experience with aftermarket services and recurring revenue.
• Strong financial and business acumen, including P&L and profitable growth.
• The ability to operate strategically while remaining willing to get directly involved when required.
• An engineering degree or comparable technical education and relevant experience.
• MBA or related graduate education is an asset.

Why PSI?

PSI offers an unusual combination:

• Proven technology and global customers.
• The authority to build.
• And genuine career potential for increasing leadership responsibility.

We cannot promise where your career at PSI will ultimately lead. We can provide the opportunity to demonstrate what you are capable of building. If you are exceptional at your craft, believe you can build a significantly larger business, and want the opportunity to earn your way into the next generation of executive leadership, apply and join the discussion.

This could be a transformational career opportunity.

PSI Engineering is committed to an inclusive and accessible workplace. Accommodation is available throughout the recruitment process in accordance with applicable Ontario legislation.