Director of Customer Success

About Us

Intelligent Manufacturing is on an exciting growth journey, building the new digital era of manufacturing. Our digital manufacturing solutions automate and connect the component manufacturing value chain – from design and planning to preparation, production and verification. Our objective is to make the shift towards efficient and sustainable manufacturing. As the market leader in CAM and metrology software, with a global footprint and over 400,000 software licenses, we have a unique foundation to build on. Read more about us here.

SigmaNEST

one of the growing business units within Intelligent Manufacturing is the leading provider of innovative end-to-end CAD/CAM software solutions to help professional fabricators increase ROI by optimizing material utilization, machine motion, manpower, and data management. SigmaNEST is simply the best nesting software in the industry. With unmatched versatility and maximum scalability, the comprehensive product portfolio covers the full range of fabrication workflow; from quoting to shipping, including robust integration with a wide range of business systems.

Our customer commitment is to help expand their potential by providing smart software solutions that drive the future of manufacturing. With direct representation in over 15 countries and 100+ product resellers, our customer focus is supported by a worldwide team of consultative professionals and experienced product experts.

Role Overview

The Director of Customer Success is responsible for defining and leading the strategy, execution, and continuous improvement of all post-sale customer engagement functions, including onboarding, implementation, training, professional services, post development, and technical support.

This leader ensures customers successfully deploy, adopt, and optimize SigmaNEST’s CAD/CAM and shop solutions within real-world manufacturing environments. A primary deliverable of the role is driving measurable customer outcomes — including productivity gains, workflow efficiency, machine performance optimization, and return on investment.

The role combines technical depth, operational rigor, and strategic leadership to enhance customer experience while improving organizational productivity and cost efficiency. As a member of the senior leadership team, the Director contributes directly to growth, retention, and long-term customer value creation.

Key Responsibilities Customer Outcomes & Value Realization

- Own delivery of measurable customer outcomes, including productivity improvements, reduced programming time, optimized machine performance, and operational ROI.

- Establish clear success metrics tied to customer adoption, utilization, and performance.

- Standardize implementation methodologies that accelerate time-to-value.

- Monitor customer health and proactively address adoption or performance gaps.

Strategic & Operational Leadership

- Define and execute the strategic vision for onboarding, implementation, services, post development, and technical support.

- Drive operational excellence initiatives that improve scalability, service consistency, and cost efficiency.

- Lead productivity improvement programs to optimize resource utilization and delivery performance.

- Champion adoption of new tools, automation, AI-enabled solutions, and workflow enhancements that improve customer experience while reducing internal cost.

Technical & Manufacturing Alignment

- Ensure high-quality implementation of CAD/CAM solutions within customer production environments.

- Oversee machine post development and optimization to ensure reliable and accurate output.

- Provide executive oversight for complex technical escalations.

- Partner with Development and Product to translate field insights into product improvements.

Team Leadership & Development

- Build and lead a high-performance team across services, training, support, and post development.

- Establish clear performance metrics, utilization targets, and accountability standards.

- Foster a culture focused on ownership, continuous improvement, and measurable results.

- Provide coaching, development, and succession planning.

Cross-Functional Collaboration

- Partner with Sales to ensure seamless transition from sale to deployment.

- Collaborate with Finance to align productivity, budget, and cost management goals.

- Work cross-functionally to remove barriers and improve lifecycle execution.

Qualifications

Required:

- 10+ years of experience in CAD/CAM, manufacturing software, or industrial technology environments.

- Strong understanding of CNC programming, post processors, and shop-floor workflows.

- Proven track record of driving measurable customer productivity outcomes.

- Experience leading services, support, or customer operations teams.

- Demonstrated success implementing tools and process improvements that enhance efficiency and reduce cost.

- Strong operational and financial acumen, with experience improving service efficiency, optimizing resource utilization, and managing cost performance.

Preferred:

- Experience leading customer operations or services organizations at scale within a software or industrial technology company.

- Familiarity with Salesforce, Service Cloud, NetSuite, or comparable CRM and ERP platforms.

- Background working directly with manufacturing customers in high‑mix, production‑critical environments.

What Success Looks Like

- Faster time-to-value and strong adoption of SigmaNEST solutions.

- Measurable customer productivity gains and machine performance.

- Scalable, efficient post-sale operations with improved utilization and cost performance

- Improved customer retention and long term value.