Customer Success Manager - Montreal - Ironbelly Studios

    Ironbelly Studios
    Ironbelly Studios Montreal

    2 days ago

    Full time $75,000 - $125,000 (CAD) per year *
    Description

    Musashi AI North America, Inc. is a growing hardware and software focused company that builds and develops smart vision solutions for quality assurance in manufacturing environments. Based in Waterloo, Ontario, Musashi AI North America employs a talented and dynamic team of R&D and Applications Engineers who provide unique engineering development activities in design, prototyping and testing to drive new technology development, build innovative products, and maintain and support our deployed solutions.

    As a Customer Success Manager, you will join the Musashi AI North American team to help embody one of Musashi AI's core values of Customer First. This is a transformative leadership opportunity to establish customer success operations from the ground up, design and scale global customer success processes, and build and lead a high‑performing global team. You will proactively drive customer success, retention and growth through strategic partnership and advocacy to create long‑term value.

    Reports to: Director of Engineering

    Qualifications:

    • Bachelor's degree in engineering, Computer Science, Business, or equivalent experience.
    • 10–15 years of experience in customer‑facing roles (e.g., Technical Sales, Customer Success, Technical Support, Account Management, or Solutions Engineering).
    • Minimum of 3-5 years leading customer success, technical support or account management teams.
    • Experience in SaaS, manufacturing, or automation industries preferred.
    • Experience with digital customer engagement strategies and automation tools a plus.
    • Strong understanding of software and hardware systems, ideally with exposure to machine vision, automation, or manufacturing environments.
    • Strategic account management and consultative selling skills.
    • Ability to analyze customer data and health metrics to drive retention and growth.
    • Excellent communication and interpersonal skills, with a customer‑first mindset.
    • Proven ability to troubleshoot technical issues and guide customers toward solutions.
    • Proficiency with CRM tools (Salesforce) and ticketing systems (Jira)
    • Proven track record building out processes around customer management

    Job Responsibilities:

    • Serve as the primary point of contact for customer inquiries and technical issues.
    • Monitor and manage incoming support tickets, ensuring timely and effective resolution.
    • Triage and prioritize customer issues based on urgency and impact.
    • Collaborate with engineering teams to resolve complex technical challenges.
    • Lead the customer response process during issue escalation and post‑issue follow‑up.
    • Set up and continuously improve customer response processes.
    • Build out and manage a global customer success team, including defining team structure, establishing KPIs, and developing a growth strategy.
    • Utilize CRM tools like Salesforce and ticketing systems like Jira to manage customer interactions and feedback.
    • Collect and analyze customer feedback to drive continuous product and service improvements.
    • Proactively engage with customers to ensure satisfaction and identify opportunities for added value.
    • Maintain clear documentation of customer interactions, resolutions, and system performance trends.
    • Begin in a hands‑on role supporting customers directly, transitioning into a management position as the team expands.

    Personal Skills:

    • Active listening skills to understand and address customer needs.
    • Commercial acumen and focus to drive revenue growth through retention and expansion.
    • Analytical and conceptual thinking with creative and innovative ideas.
    • Project management, time management, planning, and organization skills.
    • Strong verbal and written communication skills in team‑based environment.
    • Executive presence and ability to influence stakeholders at all levels.
    • Ingenuity and initiative; able to deal with ambiguity.

    Musashi AI North America Expectations:


    Company Standards:

    • Uphold company policies and integrity.
    • Be a champion of Musashi Philosophy.
    • Follow all safety procedures and instructions.
    • Active involvement in company and department goals.
    • Follow Musashi's "5S" principles, quality, environmental, and health & safety systems.
    • Interact with all Musashi working peers in a respectful and pleasant manner.

    This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the associate for this job. Duties, responsibilities and activities may change at any time with or without notice.


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    * This salary range is an estimation made by beBee
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