Manufacturing CSM: Boost Plant Performance & Adoption

Poka EN; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Scale-up energy

Job summary

Poka is looking for a Customer Success Manager to oversee a portfolio of manufacturing customers and help them realize real, measurable value from the Poka platform. You’ll guide sites from early adoption through renewal, applying Poka to CI/TPM work and leveraging Playbooks to drive results.

You’ll report to the Director of Customer Success and ramp up with Senior CSMs. A manufacturing background plus SaaS basics will set you up for success in a fast-growing team.

Qualifications

• 4+ years in manufacturing roles such as Production Supervisor, CI Specialist, Process or Quality Engineer, Maintenance Planner or Operations Coordinator.
• Knowledge of Lean, CI or TPM; Green Belt or similar is an asset.
• Experience training people, leading improvement events or supporting a new system rollout on site.
• Comfort with OEE, downtime and scrap, and ability to explain what the numbers mean.
• Solid organisation skills and the ability to keep several accounts moving at once.
• Curiosity about technology and AI; you've already tried AI tools at work and want to get better.
• Clear written and verbal communication in English (French is a bonus).
• Willingness to travel up to 20%.

Responsibilities

• Manage a portfolio of manufacturing accounts, driving adoption, engagement and ROI across the customer lifecycle.
• Build relationships with operators, supervisors, CI leads and plant managers, and grow your confidence with senior stakeholders over time.
• Help customers apply Poka to their CI and TPM initiatives using our library of Playbooks and proven use cases.
• Run regular check-ins and business reviews, tracking usage and the operational KPIs that matter to each site.
• Spot when a customer is stuck, get to the root cause, and work with them on practical fixes.
• Flag expansion opportunities to Account Managers and support renewal conversations.
• Work closely with Onboarding, Support, Product and Sales so customers get a joined-up experience.
• Use AI tools in your daily work, from summarising calls to preparing business reviews and analysing usage data.
• Share ideas to improve CS team tools and workflows.
• Travel to customer sites up to 20% of the time (typically 2 visits per quarter).

Skills

Manufacturing experience

Lean/CI/TPM

Training on-site

OEE analysis

Organization skills

AI curiosity

English communication

Travel readiness

Job description

Poka is looking for a Customer Success Manager to oversee a portfolio of manufacturing customers and help them realize real, measurable value from the Poka platform. You’ll guide sites from early adoption through renewal, applying Poka to CI/TPM work and leveraging Playbooks to drive results.

You’ll report to the Director of Customer Success and ramp up with Senior CSMs. A manufacturing background plus SaaS basics will set you up for success in a fast-growing team.