Customer Success Manager

COMPANY OVERVIEW 

Nulogy is a manufacturing technology company driven by a vision to make life better for the people who plan, produce, and deliver the products we use every day.

Nulogy has grown rapidly over the last decade, and we are proud to be recognized with a number of awards including: Canada’s Top Small & Medium Employers, Food Logistics Top 100 Software Provider, and Canada's Most Admired Corporate Culture. Nulogy has also received multiple awards for company culture, the most recent being one of Canada’s Top Small & Medium Employers for 2024, Great Place to Work 2025 & Greater Toronto’s Top Employers for 2025.

By joining Nulogy, you’ll become part of a fantastic culture of capable and motivated individuals. You’ll also join a team that is solving challenging problems every day with the potential to make a global impact.
 

• Own a dedicated portfolio of accounts as the primary point of contact for operational, technical, and strategic matters
• Act as a trusted advisor to credibly guide customer outcomes across the full MOS: maintenance, production, quality, inventory, and supplier operations
• Drive platform adoption, protect retention, and identify expansion and cross-sell opportunities
• Conduct product demos and showcase new functionality to existing clients 
• Recognize opportunities and work proactively with customers through scope development, Statement of Work, resource allocation and delivery of new capabilities
• Clearly translate our customers business requirements into technical product capabilities
• Partner and collaborate with our internal teams on projects and customer-related matters
• Diagnose technical issues and growth requirements — coordinating with Product, Engineering, Professional Services, and Support to drive resolution
• Share best practices across the customer base and identify industry trends as Nulogy opportunities

Technical & Domain 

• 5–8+ years in manufacturing operations, CPG/supply chain, industrial engineering, account management or customer success — shop floor exposure preferred
• Strong understanding of SaaS operating models and subscription-based customer success motions
• Working knowledge of OEE (availability, performance, quality) and ability to contextualize data with customer stakeholders
• Experience with MES, ERP, or supply chain platforms an asset
• Industry experience in CPG, food & beverage, industrial, automotive, or contract manufacturing environments preferred

Skills & Competencies

• Builds credibility with plant floor operators and C-suite alike; leads difficult conversations with confidence
• Exceptional communication skills across diverse audiences — shift supervisors to executive stakeholders
• Effective at leading and facilitating customer meetings
• Able to dynamically prioritize across a multi-account portfolio in a fast-paced environment
• Detail-oriented; strong analytical, planning, and organizational skills
• Comfortable owning GRR/NRR targets and measuring success through retention, expansion, and adoption metrics
• Effective at leading customer meetings and navigating complex negotiations
• Friendly, empathetic, and composed under pressure
• Able to travel 30–35%; site visits are meaningful to this role