Customer Success Manager

BRAINR; Leiria; Hybrid; EUR 45,000 - 60,000; Full time

Benefits offered by this job

Quarterly Performance Bonus

Extra 2 days PTO

Free lunch in office restaurant

Flexible working hours

Clear Career Plan with progression

Team-building activities

Learning & Development Program

Corporate discounts

Work with the latest AI tools

Job summary

BRAINR seeks a Customer Success Manager to lead implementation and ongoing adoption of its MES-first platform in food factories, merging software workflows with factory operations. You will own end-to-end project delivery, train users, and travel to customer sites in Portugal and abroad, collaborating with Product, Engineering and Sales to turn field insights into product improvements.

This Portugal-based role combines hybrid work at our Leiria HQ with site visits, requiring strong communication

Qualifications

• 3+ years in software implementation or customer success.
• Experience managing end-to-end projects with multiple stakeholders.
• Ability translate operations into clear software workflows.
• Fluent English; willingness to travel to sites.

Responsibilities

• Define project plans and coordinate customer and internal teams to ensure go-lives.
• Lead end-to-end process discovery and mapping across production, quality, warehouse, and traceability.
• Drive digital transformation by removing non-value-added activities and designing TO-BE processes.
• Deliver training and enablement for shop-floor users and decision-makers.
• Act as a trusted contact, align stakeholders, and maintain governance and communication.
• Monitor adoption, identify improvements, and collaborate with Product/Engineering/Support.

Skills

Software implementation

Customer Success

Project management

Stakeholder management

Education

Bachelors in Engineering

Tools

MES

ERP

WMS

QMS

Production planning

Job description

Our mission is to build the intelligent brain for every food factory, with the only AI powered factory operating system for the food industry, bringing together machines, sensors, software, and people.

Profitable from day one, we’ve recently secured a record breaking €12.5M Seed Round, the largest in Portugal’s history, to take our mission global. And we’re getting there, because today over 30% of all meat production in Portugal is already managed by BRAINR.

Along the way, we’ve been recognized as the Best Factory Digitization Solution at Food 4 Future in Spain, selected for EUROPA’s 100 most promising startups, and named a Top Cloud Based MES Solution by Manufacturing Tech Insights.

What sets us apart isn’t just the tech. It’s the people. Our leadership team combines deep industry know how with world class tech expertise, giving you the chance to learn and grow faster than anywhere else.

The mission is massive. The ambition is real. And we need talent like you to bring our vision to every food factory on earth.

The Challenge

We’re looking for a Customer Success Manager to lead the implementation and adoption of BRAINR in food factories, ensuring smooth onboarding, successful go-lives, and long-term customer value.

This is a hands-on, customer-facing role at the intersection of technology, factory operations, and people. You’ll understand complex manufacturing processes, translate them into effective software workflows, and build trusted relationships with stakeholders ranging from shop-floor teams to factory management.

This is a Portugal-based role, combining hybrid work with collaboration at our Leiria headquarters and travel to customer sites.

What you’ll own:

• - Define project plans, coordinate customer and internal teams, manage timelines and risks, and ensure successful go-lives.
• - Lead end-to-end process discovery and mapping across production, quality, warehouse, and traceability, and translating factory reality into scalable BRAINR workflows.
• - Drive digital transformation across shop-floor operations by eliminating paperwork, removing non-value-added activities, and addressing workflow inefficiencies through structured AS-IS mapping and TO-BE process design.
• - Deliver training and enablement adapted to different factory roles, helping users build confidence and achieve value quickly.
• - Act as a trusted point of contact, align operational, engineering, and management stakeholders, and maintain clear governance and communication.
• - Monitor adoption and outcomes, identify opportunities for improvement and expansion, and proactively address risks.
• - Work closely with Product, Engineering, Support, and Sales to solve customer challenges and turn field insights into product improvements.
• - Understand prospective customers’ processes and contribute to tailored product demonstrations and solution design.

What success looks like:

• - Customers go live on time, with teams prepared and confident using BRAINR in their daily operations.
• - Adoption remains strong after go-live, with risks identified early and improvement plans actively managed.
• - Customers achieve measurable operational value and see BRAINR as a trusted long-term partner.
• - Opportunities to deepen adoption and expand the use of BRAINR are identified and developed proactively.
• - Customer insights improve the product and make our implementation and Customer Success practices more repeatable and scalable.

You may be a great fit if you have:

• - 3+ years of experience in software implementation, Customer Success, technical consulting, or project management in a customer-facing environment.
• - Experience managing end-to-end projects with multiple stakeholders, priorities, and deadlines.
• - The ability to understand complex operational processes and translate them into clear software workflows and customer actions.
• - Ability to translate complex operational and technical topics into clear actions for both shop-floor users and senior decision-makers.
• - Strong communication, facilitation, and relationship-building skills.
• - Structured, proactive, and hands-on approach, with a customer-first mindset and strong problem-solving ability.
• - Bachelor’s degree in Engineering, Industrial Management, Information Systems, or a related field.
• - Willingness to travel to customer sites in Portugal and internationally, and occasional availability for weekend go-lives.
• - Fluency in English, spoken and written.
• - Experience in food manufacturing or another complex industrial environment.
• - Knowledge of MES, ERP, WMS, QMS, production planning, quality, warehousing, or traceability.
• - Experience with product demonstrations, pre-sales, change management, or digital-transformation projects.
• - PRINCE2 and/or PMP certification
• - Being able to communicate in Spanish would be a strong plus.

What you can expect from BRAINR:

In addition to our exceptional people, culture, and mission, BRAINR offers a range of benefits that make it an outstanding place to work:

• Quarterly Performance Bonus
• Enjoy an extra 2 days of paid time off
• Free lunch in our office restaurant every day
• Flexible working hours that fit your routine
• Clear Career Plan with structured leveling and progression
• Multi day team-buildings at least twice per year
• Quarterly team-building activities
• Learning and Development Program
• Savings with corporate discounts through partnerships and special offers
• Work with the latest AI tools and best-in-class tech stack

Our hiring process

1. Application review
2. Intro call with our People team
3. Online assessment
4. Interview with the Head of Customer Success