Strategic Customer Success Manager
Remote
Full Time
Mid Level
About Ease
Ease.io digitally transforms plant floor audits around the world with EASE. The enterprise-grade mobile platform combines simplicity and efficiency with powerful performance insights, driving quality and safety on the plant floor.
Industry leaders, including Aston Martin, Dana, 3M, Tenneco, and Samsung, trust EASE to facilitate and analyze millions of plant floor audits every year. With deployments in over 40 countries, EASE supports more than 25 languages, solidifying its position as a category leader for quality management, as recognized by G2 and Gartner.
Headquartered in San Clemente, California, Ease.io is a dynamic company that recently secured a growth investment from Luminate Capital Partners, further fueling its robust growth trajectory.
Position Summary
As a Strategic Customer Success Manager, you will partner with senior leaders (Directors, VPs, and Executives) to position Ease as a long-term strategic solution. Your mission is to drive retention and growth by aligning adoption with enterprise KPIs, securing executive sponsorship, and collaborating with Account Management on renewal and expansion strategies.
You will act as a trusted advisor at the leadership level, helping executives connect Ease adoption to measurable business outcomes such as reduced Cost of Poor Quality (CoPQ), improved Overall Equipment Effectiveness (OEE), and enhanced compliance performance.
Position Location: Remote
Annual Salary Range: $90,000 - $110,000
What You'll Do:
Strategic Partnership & Retention
At Ease, we foster a culture built on respect, humility, and collaboration. We value work-life balance as a core principle, ensuring you can thrive both professionally and personally. And yes—we believe work should be fun, too.
Growth and development are part of our DNA. We’re committed to investing in your career by offering ongoing training, mentorship, and a clearly defined path forward. Whether you're sharpening existing skills or exploring new ones, you'll always have opportunities to learn and advance.
We deeply prioritize the well-being and happiness of our team. In addition to a competitive compensation package, we offer a generous and comprehensive suite of benefits designed to support your health and peace of mind.
Here’s a look at what you can expect:
Ease.io digitally transforms plant floor audits around the world with EASE. The enterprise-grade mobile platform combines simplicity and efficiency with powerful performance insights, driving quality and safety on the plant floor.
Industry leaders, including Aston Martin, Dana, 3M, Tenneco, and Samsung, trust EASE to facilitate and analyze millions of plant floor audits every year. With deployments in over 40 countries, EASE supports more than 25 languages, solidifying its position as a category leader for quality management, as recognized by G2 and Gartner.
Headquartered in San Clemente, California, Ease.io is a dynamic company that recently secured a growth investment from Luminate Capital Partners, further fueling its robust growth trajectory.
Position Summary
As a Strategic Customer Success Manager, you will partner with senior leaders (Directors, VPs, and Executives) to position Ease as a long-term strategic solution. Your mission is to drive retention and growth by aligning adoption with enterprise KPIs, securing executive sponsorship, and collaborating with Account Management on renewal and expansion strategies.
You will act as a trusted advisor at the leadership level, helping executives connect Ease adoption to measurable business outcomes such as reduced Cost of Poor Quality (CoPQ), improved Overall Equipment Effectiveness (OEE), and enhanced compliance performance.
Position Location: Remote
Annual Salary Range: $90,000 - $110,000
What You'll Do:
Strategic Partnership & Retention
- Build and sustain executive-level relationships to ensure alignment with business goals and strong sponsorship.
- Partner with Account Management to design and execute retention and renewal strategies.
- Lead and participate in Quarterly Business Reviews (QBRs) and Strategic Success Reviews, directly linking Ease adoption to KPIs and ROI.
- Translate platform usage data into clear business impact narratives (e.g., defect rate reduction, risk mitigation, audit completion rates).
- Recommend strategies for scaling Ease across plants, divisions, and global operations.
- Continuously reinforce value throughout the customer lifecycle to support renewals and expansion.
- Monitor enterprise health metrics (completion rates, findings closure speed, training compliance) to identify risks and opportunities.
- Collaborate with Tactical CSMs to resolve plant-level adoption challenges that affect enterprise outcomes.
- Deliver an elevated, high-touch experience for executive stakeholders, positioning Ease as a strategic partner in operational excellence.
- Share best practices, industry benchmarks, and thought leadership to build credibility beyond software.
- Partner with Account Managers to align on renewal strategies, customer advocacy, and expansion opportunities.
- Collaborate with Product, Implementation, and Marketing teams to incorporate executive feedback into roadmap priorities and success stories.
- High renewal and retention rates across strategic accounts.
- Executives consistently recognize Ease as critical to achieving operational goals.
- Joint AM + CSM planning drives expanded site usage, module adoption, and multi-year renewals.
- QBRs consistently demonstrate ROI through enterprise KPIs (audit completion %, defect reduction, safety improvements, CoPQ savings).
- 5+ years in Customer Success, Account Management, or Consulting, with expertise in executive relationship management (manufacturing experience strongly preferred).
- Proven success engaging and influencing senior leadership (Directors, VPs, C-suite).
- Strong knowledge of enterprise manufacturing KPIs (OEE, CoPQ, Customer PPM, Audit Compliance, Safety TRIR/LTIR).
- Ability to link product adoption metrics to financial and strategic outcomes.
- Exceptional communication and presentation skills, with experience leading QBRs or executive-level business reviews.
- Collaborative mindset with demonstrated success partnering with sales/account management.
At Ease, we foster a culture built on respect, humility, and collaboration. We value work-life balance as a core principle, ensuring you can thrive both professionally and personally. And yes—we believe work should be fun, too.
Growth and development are part of our DNA. We’re committed to investing in your career by offering ongoing training, mentorship, and a clearly defined path forward. Whether you're sharpening existing skills or exploring new ones, you'll always have opportunities to learn and advance.
We deeply prioritize the well-being and happiness of our team. In addition to a competitive compensation package, we offer a generous and comprehensive suite of benefits designed to support your health and peace of mind.
Here’s a look at what you can expect:
- Health Coverage: Comprehensive medical, dental, and vision plans to ensure access to high-quality care.
- Life & AD&D Insurance: Financial protection for you and your loved ones, giving you added peace of mind.
- Unlimited Paid Time Off: We encourage time to recharge and rest—take the time you need, when you need it.
- 401(k) with Employer Match: Plan for your future with confidence through our matched retirement savings program.
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