Senior Customer Success Leader, Manufacturing SaaS (Remote)

L2L; Massachusetts; On-site; USD 110,000 - 165,000; Full time

Job summary

L2L, a leader in Connected Manufacturing Operations, is seeking an experienced Customer Success professional on the East Coast to manage strategic accounts and drive renewals, expansion, and measurable outcomes for manufacturing customers.

You will partner with Sales, Product, and Services teams to deliver an exceptional customer experience, monitor health metrics, and advocate for customer needs to influence product roadmaps and growth opportunities.

Qualifications

• 5+ years in Customer Success, Account Management, or Enterprise SaaS.
• Experience managing executive relationships within complex B2B SaaS accounts.
• Proven track record of renewals, expansion, or growth targets.
• Strong business acumen linking product capabilities to measurable customer outcomes.
• Excellent executive communication, presentation, and relationship-building skills.
• Ability to navigate ambiguity, influence cross-functional teams, and drive alignment without direct authority.

Responsibilities

• Own a portfolio of manufacturing customers with accountability for renewals, expansion, retention, and customer satisfaction.
• Develop and execute account plans aligned to customer business objectives.
• Identify whitespace opportunities and partner with customers to expand adoption across sites, teams, and products.
• Maintain accurate forecasts for renewals, expansion opportunities, and account health.
• Serve as a trusted advisor to executive stakeholders, operational leaders, and frontline champions.
• Lead Executive Business Reviews (EBRs) focused on measurable business outcomes and ROI.
• Develop customer success plans that align L2L capabilities with customer priorities.
• Monitor customer health, product adoption, and business outcomes to proactively identify risks and opportunities.
• Partner with customers to maximize value realization and long-term adoption.

Skills

Customer success

Account management

Strategic account management

Enterprise SaaS

Job description

L2L, a leader in Connected Manufacturing Operations, is seeking an experienced Customer Success professional on the East Coast to manage strategic accounts and drive renewals, expansion, and measurable outcomes for manufacturing customers.

You will partner with Sales, Product, and Services teams to deliver an exceptional customer experience, monitor health metrics, and advocate for customer needs to influence product roadmaps and growth opportunities.