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Requirements and responsibilities
COMPANY OVERVIEWNulogy is a manufacturing technology company driven by a vision to make life better for the people who plan, produce, and deliver the products we use every day.Nulogy’s Manufacturing Operating System helps manufacturers and packagers automate every stage of the production process—from inventory to quality—which reduces operating costs, increases efficiency, and boosts customer satisfaction. Hundreds of manufacturing sites around the world are powered by Nulogy, and our software also runs in the networks of world-leading brands such as Colgate-Palmolive, L’Oréal, and Procter & Gamble.Nulogy has grown rapidly over the last decade, and we are proud to be recognized with a number of awards including: Canada’s Top Small & Medium Employers, Food Logistics Top 100 Software Provider, and Canada's Most Admired Corporate Culture. Nulogy has also received multiple awards for company culture, the most recent being one of Canada’s Top Small & Medium Employers for 2024, Great Place to Work 2025 & Greater Toronto’s Top Employers for 2025.By joining Nulogy, you’ll become part of a fantastic culture of capable and motivated individuals. You’ll also join a team that is solving challenging problems every day with the potential to make a global impact.YOUR MISSIONThe Smart Factory Customer Success Manager is the primary post-go-live partner for Nulogy’s Smart Factory customers. You will own a portfolio of manufacturing accounts, driving platform adoption and sustained ROI from Smart Factory, while protecting and growing annual recurring revenue through deep operational engagement, structured deployment programs, and executive-level account management. This role requires someone who can credibly walk a production floor and present a business review to a VP of Operations in the same day.KEY RESPONSIBILITIESOwn a portfolio of Smart Factory accounts as the primary point of contact for operational, technical, and strategic mattersDrive adoption of core Smart Factory modules through on-site engagement, training, and change management supportTrack adoption and usage metrics; identify stalled rollouts and activate recovery plans before they become retention risksLead renewal conversations and contract negotiations in partnership with the Account Management teamIdentify expansion opportunities - additional sites, modules, or adjacent Nulogy MOS capabilities - and collaborate with Account Managers to advance themManage multi-site deployment sequencing for enterprise customers, ensuring each new site benefits from lessons learned across the footprintBuild multi-threaded relationships across plant managers, CI directors, operations leaders, and executive sponsorsShare best practices and win stories across the customer base to accelerate time-to-value at new accountsConduct regular business reviews with quantified value metrics tied to customer-defined success criteriaConduct product demos and showcase new functionality to existing clients Partner and collaborate with our internal teams on projects and customer-related mattersTriage technical and growth issues, coordinating across Product, Engineering, Professional Services, and Support to drive resolutionEXPERIENCE & SKILL REQUIREMENTSTechnical & Domain5-8+ years in manufacturing operations, CPG/supply chain, industrial, or SaaS Customer Success in industry-adjacent spaceComfort with deployment and change management in manufacturing environmentsFamiliarity with MES, SCADA, ERP, or production monitoring systems an assetLean Six Sigma training or certification (Green Belt or higher) preferred; practical experience applying CI methodologies (VSM, SMED, 5 Whys, Root Cause Analysis, Kaizen) in a manufacturing context is a strong assetSkills & CompetenciesExceptional communication skills across diverse audiences - Builds credibility with plant floor operators and C-suitesEffective at leading and facilitating customer meetingsAble to dynamically prioritize across a portfolio of approximately 30 accounts in a fast-paced, high-growth environmentFriendly, empathetic, and composed under pressureDetail-oriented; strong analytical, planning, and organizational skillsComfortable owning GRR/NRR targets and measuring success through retention, expansion, and adoption metricsAble to travel up to 70%; on-site presence is central to this roleEducationBachelor Degree - Business, Science, Engineering, Manufacturing, Operations Management, or a related business discipline preferred - or equivalent industry experience.WHY NULOGYWe’re solving problems that no one has been able to solve before. This is an opportunity to join a team that is transforming the way that supply chains are structured.Competitive benefits package: Group benefit plans including health, dental, and vision that start on day one—benefit premiums are fully paid by the employer; Parental leave: 100% top-up for 15 weeks for any parent of biological or adopted children; Flexible paid vacation policy; RRSP Matching Program, 401K program.Nulogy embraces diversity, and we recognize the need for teams that represent a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We encourage everyone to apply.
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