Customer Success Manager | Manufacturing

IFS; Illinois; Hybrid; USD 125,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, & vision insurance

401K with Company contribution

Flexible paid time off

Tuition assistance

Life insurance

Disability benefits

Community involvement and volunteering

Job summary

IFS is seeking a Customer Success Manager in the United States to lead customer-facing delivery, manage a large virtual team, and drive successful adoption of IFS products.

You will build trusted relationships with executives, guide renewals for services and licenses, and collaborate with Sales and Partners to identify upsell opportunities. Fluency in English and cross-functional collaboration are essential.

Qualifications

• Delivery project experience in customer-facing roles.
• Industry depth across multiple industries including manufacturing.
• Strong stakeholder management and executive communication.
• Bachelor’s degree or better in a relevant field.

Responsibilities

• Lead customer-facing deliveries and manage virtual teams.
• Strengthen senior customer relationships and satisfaction.
• Drive adoption and value realization of IFS products.
• Collaborate with Sales and Partners on opportunities.
• Support renewal processes for services and licenses.

Skills

Delivery leadership

Customer-facing

Industry knowledge

Delivery methodology

Executive steering

Value metrics

Subscriptions & renewals

Upsell opportunities

Cross-functional

Executive communication

English fluency

IFS Applications

Stakeholder management

Relationship building

Education

Bachelor's degree or higher

Master’s degree

Tools

CRM systems

BVA tools

Value metrics software

Job description

IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters-at the Moment of Service. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

A Customer Success Manager will take the customer facing role and is responsible for Success through the leadership and effective orchestration of a large virtual team, management of program deliveries and strong senior customer relationships. The prevailing business priority is the customers’ successful adoption and productive use of IFS products and services, helping customers discover new features and enabling them to become long-term users. The Success Manager is front-and-center with our customers and partners, understanding their desired outcomes, driving customer satisfaction and loyalty through a strong relationship, and leveraging business outcomes by value realization on the fundamental reason why the solution was purchased and supporting them to achieve more.

• Delivery project experience in customer-facing roles (IFS preferred)
• Industry depth and experience inmultiple industries, including but not limited to Manufacturing.
• Has familiarity and perspective on respective industry-related trends, operating KPIs, and value drivers
• Strong acumen on delivery methodology and delivery service offerings
• Owning and intently focused on IFS end-customer experience with products and services; noting that some products and services influencing the experience are from third-parties and/ or Partners
• Highlighting and actioning delivery-related risk at IFS’s end-customers for both IFS GCS-led delivery as well as Partner-led delivery
• Ability to lead through influence and trust both internally within IFS and externally with Customers and Partners
• Knowledge of the Business Value Assessment (BVA) tools and overall process.
• Ability to develop Value Metrics and measure the outcome of the Success program with the Customer or Partner
• Understanding of subscription services and able to support renewal process of both services and licenses with engagement required to secure revenue.
• Leading executive steering committee meetings with customers and communication to IFS SLT on progress.
• Driven to secure IFSreferences and regular reporting through the VOC process.
• Communication and collaboration with Sales on any potential upsell opportunities.
• Communication with Global Delivery SLT on any potential escalations needed.
• Fluency in English and local language (verbal and written).
• Ability to navigate within other IFS departments such as Support, R&D, and Sales.
• Passion for creating strong and trusted customer relationships, with a focus satisfaction and exceeding expectations.
• Bachelor’s degree, master’s degree or equivalent work experience in a relevant field.
• Active listening, strong interpersonal communications, and relationship building.
• Excellent communication and relationship management skills.
• Experience in building, maintaining, and evolving relationships with executives.
• Domain knowledge of IFS Applications.

What We’re Offering

• Salary Range: $125,000 - $140,000plus bonus
• Flexible paid time off, including sick and holiday
• Medical, dental, & vision insurance
• 401K with Company contribution
• Flexible spending accounts
• Life insurance and disability benefits
• Tuition assistance
• Community involvement and volunteering events

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer