Senior Customer Success Manager

Senior Customer Success Manager - HyBird AI & Industrial Asset ManagementPosition: Full-time (Expected Travel 20-30%)

Location: Europe (Remote) – German Speaker

Company Description

HyBird is an AI company pioneering the digital transformation of industrial asset management. We developed Clarity, the next-generation SaaS platform that integrates AI-powered Digital Twins, Augmented Reality, and Workflow automation to revolutionise asset operations and maintenance. Our technology simplifies the management of heavy industry facilities by consolidating real-time and historical data, leveraging computer vision and machine learning to provide an intelligent solution for industrial operators.

Our customers span Oil & Gas, Utilities, Nuclear, Petrochemical, Industrial Manufacturing, Milling & Mining industries. HyBird is on a mission to enable streamlined operations, predictive maintenance, and robotic inspection for complex industrial environments.

Position Overview

We are looking for an experienced Senior Customer Success Manager to drive customer engagement, adoption, retention and upsell motions for HyBird’s AI-powered industrial asset management platform. The ideal candidate is a German speaker, technology-savvy and has both industry- as well B2B SaaS customer success experience, particularly within industrial software, AI solutions, or enterprise platforms.

This role requires someone who is hands-on, data-driven, highly customer-focused, able to translate complex technical solutions into business value, drive usage and adoption, and proactively manage customer relationships to ensure long-term success.

Key ResponsibilitiesCustomer Onboarding & Adoption

• Setup the technical environment and key workflows for new customers
• Develop and execute change management plans to ensure comprehensive and effective value realisation
• Lead onboarding programs for new customers, ensuring smooth adoption of HyBird’s Clarity platform.
• Develop and execute customer success playbooks to accelerate time-to-value.
• Orchestrate and conduct training sessions and hands-on workshops to enhance customer proficiency. Support the creation of client-facing training materials.

Customer Engagement & Retention

• Act as the primary point of contact for our key enterprise customers, driving ongoing engagement and product usage.
• Proactively monitor customer health metrics, ensuring strong adoption and usage.
• Identify opportunities for upselling, cross-selling, and expansion within existing accounts for both SaaS and Custom-Development. 

Value Realisation & Retention

• Collaborate with customers to demonstrate measurable ROI from HyBird’s solutions and support in Collaborative Value Assessments to deliver a joint business case as foundation for investment decisions
• Collect and analyse customer feedback to inform product enhancements and strategy.
• Develop business transformation (case) studies, testimonials, and success stories in collaboration with growth marketing.
• Support customers in value realization monitoring during and after Go-Live phase.

Customer Support & Issue Resolution

• Partner with technical support and product teams to ensure customer issues are resolved promptly.
• Act as a voice of the customer, advocating for feature requests and improvements.
• Manage customer escalations with a proactive, problem-solving mindset.

Cross-Functional Collaboration

• Work closely with Sales, Product, and Engineering teams to align customer success strategies.
• Provide input on customer needs, market trends, and competitive insights.
• Ensure seamless handover from sales to onboarding and ongoing success management.

Qualifications & Skills

• 5+ years’ experience in industrial operations (e.g Maintenance, Operations, HSEQ or similar) and in-depth understanding the day-2-day activities, priorities and challenges
• Additional experience in Customer Success or Professional Services in B2B SaaS (ideal candidate)
• German speaker (native) and business fluent in English
• Experience in industrial software, AI-powered solutions, or enterprise asset management platforms is a plus.
• Strong technical aptitude with the ability to communicate complex solutions in a simple, compelling way.
• Proven ability to drive adoption, increase retention, and expand customer accounts.
• Data-driven mindset with experience in customer analytics, health scores, and reporting.
• Excellent communication and stakeholder management skills

Bonus Qualifications

• International work experience and additional languages.
• Experience working in a startup or scale-up environment.
• Experience with CRM tools (preferably HubSpot), customer success platforms, and AI-driven automation.

What We Offer

• Competitive Salary & Performance-Based Bonus
• Hybrid Work Model / Remote Flexibility
• This is an Individual Contributor Role with Design Authority to shape HyBird’s Customer Success
• Strategy and Career Development Opportunity
• Opportunity to Shape the Future of Industrial Asset Management
• Access to Cutting-Edge AI & Automation Tools
• Fast-Growing, Innovative Work Environment with a dynamic and diverse team

Become part of our growth journey and join us in revolutionising industrial asset management with AI-powered solutions! 🚀