Manufacturing Customer Success Manager - AI-Driven Impact

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

Benefits offered by this job

MacBook Pro and home office allowance

Health insurance and group benefits

Hybrid work policy (where applicable)

Generous learning and development

Job summary

Poka Inc. is hiring a Customer Success Manager for a manufacturing portfolio. You will guide sites from early adoption to renewal, helping teams apply Poka to CI and TPM work and collaborating across Onboarding, Support, Product and Sales.

You’ll work with Senior CSMs to ramp up, bringing manufacturing know-how and learning the SaaS side to drive measurable value and ROI at each site.

Qualifications

• 4+ years in a manufacturing environment.
• Experience training people, leading improvement events, or supporting a new system rollout on site.
• Comfort with operational data like OEE, downtime and scrap, and the ability to explain what the numbers mean.

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

Data analysis

English communication

Travel willingness

Job description

Poka Inc. is hiring a Customer Success Manager for a manufacturing portfolio. You will guide sites from early adoption to renewal, helping teams apply Poka to CI and TPM work and collaborating across Onboarding, Support, Product and Sales.

You’ll work with Senior CSMs to ramp up, bringing manufacturing know-how and learning the SaaS side to drive measurable value and ROI at each site.