Dematic · 7 hours ago
Customer Success Leader
Wauwatosa, WI
Full-time
Onsite
Senior Level, Lead/Staff
$130K/yr - $190K/yr
10+ years expDematic is seeking a visionary leader to guide the customer success function within the Lifecycle Solutions and Services organization. The Customer Success Leader will build and expand this function, ensuring clients achieve their goals and gain maximum value from their partnership with Dematic.
Transportation/Trucking/Railroad
Responsibilities
Define, implement, and continuously refine the approach and workflows for Customer Success within the new team. Ensure alignment with LSS and Dematic's overarching company goals
Own the responsibility for customer success and happiness. Ensure measurable value comes from Dematic solutions. Serve as the primary advocate and internal voice of the customer
Customer Journey Orchestration: Proactively lead all aspects of the full customer lifecycle and guide its progress. Ensure smooth flows across the new unit projects, business and LSS. Take complete responsibility throughout implementation, launch, and ongoing operations
Value Realization & Enablement: Guarantee customers grasp and successfully implement Dematic services and solutions. This includes explaining service benefits, supervising usage and adoption trends, and advising customers on how to improve performance and reduce operational issues
Total Cost of Ownership (TCO): Collaborate with customers to clearly explain the value proposition and openly show the total cost of ownership of Dematic solutions. This ensures they understand the return on investment
Proactive Optimization & Improvement: Build and implement plans for recognizing and providing ongoing improvement opportunities after launch. Build defined interaction checkpoints (e.g., pre-go-live, 60 days, 6 months, 1 year) to suggest optimization and improvement services, applying insights
Customer Advocacy & Feedback Loops: Actively listen to customer feedback, understand their evolving needs, and foster their requirements internally to influence product roadmaps, service offerings, and sales strategies. Establish and lead robust internal feedback loops from customers to sales and product teams
Enable Sales & Account Management: Serve as a vital connection for selling. Influence sellers by providing deep customer context and demonstrating value. Work collaboratively with Account Managers (AMs) to alleviate their burden from project management tasks, allowing them to focus on strategic account growth
Data-Driven Insights & Reporting: Coordinate essential metrics including service usage, adoption rates, parts consumption (e.g., support tickets, warranty claims, training usage, parts orders), and operational performance. Apply this data to provide actionable insights to customers and internal collaborators
Qualification
Required
Bachelor's degree or equivalent experience in Business, Engineering, Supply Chain Management, or a related field; MBA or Master's preferred
10+ years of progressive experience in Customer Engagement, Account Coordination, Consulting Services, or a related customer-facing role within the automation, software, or industrial sectors
Deep understanding of sophisticated logistics, material handling systems, and software solutions
Demonstrated ability to drive customer outcomes, manage executive relationships, and navigate complex organizational structures
Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations
Outstanding communication, presentation, and interpersonal skills, with the ability to effectively advocate for both Dematic and our customers
Experience with CRM software (e.g., Salesforce), Customer Success Platforms, and project management tools
Committed to achieving goals with a strong sense of ownership and urgency
50% travel requirement to customer sites
Benefits
Career Development
Competitive Compensation and Benefits
Pay Transparency
Global Opportunities
Company
Dematic
Dematic designs, builds, and supports intelligent automated solutions empowering and sustaining the future of commerce for its customers in manufacturing, warehousing, and distribution.
10001+ employees
H1B Sponsorship
Dematic has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (64)
2024 (75)
2023 (63)
2022 (84)
2021 (55)
2020 (60)
Funding
Current Stage
Late StageLeadership Team
Hasan Dandashly
President & CEO
Michael Larsson
EVP and CEO Americas Region
Company data provided by crunchbase