Customer Success Account Manager

About Us

Solvace is the only Operational Excellence (OpEx) platform that truly connects everyone from front line workers to senior leadership, empowering them with a suite of more than 30 modular apps that tackle continuous improvement, production, maintenance, quality, HSE, education & training, engineering and more, all accessible through a single, unified platform.

Our platform unifies people and systems, enabling seamless integration of Operational Excellence functions across local and global operations. It offers AI-enhanced insights, AR powered tools, and VR enabled workflows that foster engagement, speed decision-making, accelerate problem solving and scale best practices across sites.

Solvace also integrates fluidly with existing enterprise systems such as ERP, MES, CMMS, LMS, OEE, QMS, and BI - through APIs, avoiding data duplication and ensuring a smooth, connected ecosystem. Our platform is built upon deep Operational Excellence expertise, combining cutting-edge, modular software with extensive factory-floor experience and collaboration with industry leading OpEx consultants. Already trusted by clients worldwide, Solvace supports digital transformation across diverse sectors including consumer goods, automotive, aerospace, chemicals, pharmaceuticals, and more with over 50 customers spanning more than 75 countries.

Job Summary

Reporting to the Special Projects & Training Director, you will be the strategic partner for a portfolio of clients, guiding them through onboarding, adoption, and ongoing optimisation of the Solvace platform.

You will ensure clients realise the full potential of our technology to support their Operational Excellence journeys, with a clear focus on retention, satisfaction, and growth — building relationships that last. Based in either the United Kingdom, France, Germany, Italy, Portugal. French Speaking is a must.

Key duties include but are not limited to:

• Serve as the primary point of contact for a portfolio of clients
• Understand each client's operational goals, challenges, and KPIs to best match Solvace solutions
• Drive successful onboarding and ensure smooth implementation in complex manufacturing environments
• Build and manage plans to improve key indicators (SLA, NPS, and others)
• Monitor usage and performance metrics to proactively identify opportunities for improvement
• Conduct regular business reviews to assess value delivery and align on strategic goals
• Identify and execute upsell and cross-sell opportunities that enhance client outcomes
• Collaborate cross-functionally with Product, Engineering, and Support to resolve issues and advocate for client needs
• Provide consultative guidance on best use of the platform to support Operational Excellence approaches
• Maintain accurate records of account activity, renewal timelines, and client feedback in CRM systems
• Monitor the invoice process, including renewals

Key Priorities, Duties and Responsibilities

Priority

Duties & Responsibilities

Client Retention & Relationship Management

• Serve as trusted advisor and primary point of contact for a portfolio of clients
• Conduct regular business reviews to assess value delivery and align on strategic goals
• Build strong relationships at multiple levels — site managers to C-suite
• Proactively monitor account health and address risks before they escalate
• Maintain accurate records of account activity, renewal timelines, and client feedback in CRM

Onboarding & Platform Adoption

• Drive successful onboarding and smooth implementation in complex manufacturing environments
• Understand each client's operational goals and KPIs to tailor the platform accordingly
• Monitor usage metrics to identify and act on opportunities for improvement
• Provide consultative guidance on best use of the platform to support Operational Excellence
• Develop adoption plans that accelerate time-to-value for new and expanding clients

Revenue Growth & Commercial Management

• Identify and execute upsell and cross-sell opportunities that enhance client outcomes
• Build and manage plans to improve key commercial indicators (SLA, NPS, renewal rate)
• Monitor the invoice process, including renewals and contract management
• Collaborate with Sales on expansion opportunities within the existing client base
• Prepare and present commercial proposals to support account growth

Cross-Functional Collaboration

• Collaborate with Product, Engineering, and Support to resolve issues and advocate for client needs
• Share client feedback and insights to inform product development priorities
• Work with Customer Success team to share best practices and drive consistent delivery
• Coordinate internally to ensure SLA commitments are met across all client accounts

Undertake ad hoc projects and initiatives as required

What We’re Looking For

Experience

• 3+ years of experience in account management or customer success, preferably in SaaS or manufacturing tech
• Proven track record of managing and growing a portfolio of B2B accounts
• Experience working with manufacturing or industrial clients in complex operational environments
• Bachelor's degree in Business, Engineering, or related field, or equivalent experience

Technical Expertise

A deep understanding of

• Manufacturing processes, systems (ERP, MES), and operational challenges
• Operational Excellence methodologies — TPM, WCM, Six Sigma, Lean, or similar
• CRM tools (Salesforce, HubSpot) and data analytics platforms
• SaaS platform adoption, implementation, and customer lifecycle management

Leadership

• Strong communication and relationship-building skills with stakeholders at all levels — shop floor to C-suite
• Excellent writing, presentation, and client-facing skills
• Ability to work with teams of diverse cultures across European markets
• Fluent in English and French is required for this role

Mindset

• Collaborate in a dynamic, flexible, creative, and open environment
• Enjoy exploring new approaches and technologies
• Communicate clearly and objectively in an agile team
• Embrace learning from mistakes and report them — growth mindset
• Go the extra mile: exceed client expectations and share experiences and ideas with the team
• Work remote with willingness to travel to clients — expect to travel occasionally