About the role 
As our next Senior Customer Success Manager, you will be responsible for working directly with several of our larger customers. You will network across both IT and business units and be driving the entire customer journey, supported by our implementation experts. Our Customer Success Manager works closely with both the Sales department to find new opportunities, renewals and upsell, and together with Support functions to secure Customer Success and a satisfying Customer Journey. The main objective for the Customer Success Manager is to drive customer adoption, reduce churn, enable expansion, and secure subscription renewals. You will be supporting a value-driven implementation – across a broad set of offerings and business needs. The focus is to drive every customer to get maximum value from their CPQ-investment and you take responsibility for the customer adoption and lifecycle.

You will be part of a small, yet highly supportive Customer Success team, reporting directly to Matti Stoor, SVP of Customer Success.

What you will do

• Onboarding: Establish strong relationships with customer stakeholders, ensure a seamless transition from sales to customer success, and drive value discussions.
• Customer Advocacy: Act as the primary point of contact for customers, providing strategic guidance and support throughout the customer lifecycle.
• Value Delivery: Ensure that Tacton delivers on the value promised in the customer roadmap, driving adoption, expansion, and renewal.
• Business Reviews: Regularly conduct Customer Business Reviews to assess progress, refine strategies, and support customers in achieving their goals.
• Escalation Management: Serve as the escalation contact for customer issues and work closely with internal teams to resolve challenges.

Requirements
You are a hands-on, self-directed person who plans, prepares, and executes in your role both from a delivery perspective and also sees future demands. You are comfortable working with both engineers, IT professionals, and higher management and you are an excellent team player.

• Strong background in Customer Success Management or Customer Experience.
• Proven success in handling deliveries for medium to large global strategic enterprise accounts.
• Possess consultative solution skills, with the ability to clearly articulate ROI, helping customers revolutionize their processes, achieve growth, and enhance competitiveness.
• Bachelor's degree in computer science, business, or a related field, or equivalent experience.
• Familiarity with configuration technologies and solutions is a plus.
• Excellent written, verbal, and presentation skills in English.
• You can travel when required.
• Based in Chicago or willing to relocate to the Chicago area.

Who will thrive in this role
We are looking for you who, like us, get highly motivated when a customer is progressing on their customer journey, who loves to solve challenges, and who lives and breathes cross-functional collaboration. We are looking for you who have documented experience in managing Customer accounts from a Customer Success Management or Customer Implementation perspective. We also expect you to have a professional background that enables you to build strong relationships with our customers.

The recruitment process consists of

• Screening call with Global Talent Acquisition Partner
• Business interview with our hiring manager
• Personality test and logical ability test
• Cultural and background interview with global talent acquisition
• Interview with internal partner
• Reference check

What we offer
At Tacton you will get the chance to develop your career in an organization that values teamwork and promotes individual growth. We offer a global and open environment working with the latest technology to solve important and complex problems in the manufacturing industry. We offer flexible working conditions, and our teamwork is based on knowledge sharing and professional respect.

Our work culture and why you belong
Collaborative, Engaged, Trustworthy, Customer-Oriented, and Visionary. Do any of these value words resonate with you? - Our culture is so much more than words on a poster, we are all dedicated to making Tacton a great place to work. We may describe our culture as “casual” with little hierarchy, and no “big egos”. We value effort and celebrate successes. We treat each other kindly and we politely disagree with no hard feelings.

You may find that Tactonites come from many different parts of the world, with many different stories and experiences. We think this diversity is part of what makes us great!

We are proud to be an Equal Opportunity Employer committed to providing an environment that champions diversity. The more inclusive we are, the stronger we become.

As a Tactonite, you will be welcomed with open arms. We have a comprehensive onboarding program that lets you get up to speed on everything Tacton does. We look forward to receiving your application. We encourage you to apply as soon as possible, as we consider applications on a rolling basis.

About Tacton
Tacton is a leading software-as-a-service company trusted by global manufacturers. We started in the late 1990s when six computer scientists figured out a revolutionary way to help Manufacturers overcome their most business-critical product configuration challenges. Since then, we have grown to support global manufacturers seeking to thrive in a changing world.

We invite you to find out more about us @ www.tacton.com/about