Do you thrive on helping industrial clients adopt and embed cutting-edge technology that drives efficiency, safety, and asset performance?

Are you eager to be part of a high-growth, values-driven team working with world-class, first of its kind industrial IoT products?

Does hands-on, face-to-face and data driven practical problem solving excite you?

If you answered yes, we have an excellent opportunity for you. GreaseBoss - an award-winning, globally deployed automated lubrication management system - is seeking a Customer Success Manager to lead onboarding and implementation across our customer base, with a focus on setting teams up for long-term, independent success.

This position requires someone with a credible industrial background who is willing to travel, understands field environments, gains trust quickly, collaborates effectively, and delivers with precision.

Duties

Operate as an integrated member of the GreaseBoss business, collaborating and knowledge sharing across the team to enable team growth.

Own the customer onboarding and installation journey, from pre-deployment through commissioning, ensuring successful implementation of the GreaseBoss system and ultimately successful outcomes for customers.

Conduct customer site visits (1–3 times per month) to assess installation readiness, coordinate field activities, and guide customers through system installation and commissioning.

Work closely with the Project Manager and Customer Support officer to execute onboarding tasks, resolve blockers, and maintain visibility on progress.

Deliver clear, practical training and onboarding resources to ensure customers are capable of using the GreaseBoss system without ongoing support.

Build, maintain, and continuously improve AI tools and self-service content to boost support productivity and deliver faster, more consistent solutions to customer needs.

Collaborate with Commercial, Production and Product Development teams to ensure customer insights and operational feedback inform roadmap priorities.

Contribute to staff onboarding playbooks, training content, and delivery frameworks to enable consistent, scalable success.

Responsibilities

Ensure that every customer is operational, confident, and capable of managing their GreaseBoss system independently post-onboarding.

Manage and coordinate site-based engagement to ensure safe, smooth, and successful implementation.

Champion proactive enablement strategies that reduce manual support—leveraging automation, AI tools, and high-quality documentation.

Monitor onboarding effectiveness, flag risks early, and implement mitigation strategies that protect customer outcomes.

Maintain collaborative alignment across Business Units to ensure all stakeholders are informed, engaged, and accountable to delivery goals.

Maintain high-quality records in HubSpot CRM to track onboarding progress, status, and key outcomes across all deployments.

Report on customer success metrics; capture and share lessons learned to refine processes and improve product and organisational processes.

Key Performance Metrics

Onboarding Time-to-Value – time from contract signing to the customer's first successful operational use of the system.

Customer Independence Rate – percentage of customers operating confidently and without support within 60 days of go-live.

AI Adoption and Self-Service Utilisation – level of engagement by the Customer Success Manager in creating, improving, and deploying documentation, videos, and automated tools that reduce support load.

First-Time Installation Success – proportion of installations completed without the need for rework or repeat visits.

Contribution to Team Delivery Success – active role in enabling cross-functional outcomes, collaborating across the business and ensuring role objectives are delivered in alignment with wider team goals and customer value outcomes.

Customer Success Reporting – Monitoring and reporting on key customer success metrics to the organisation, identifying themes and contributing to continuous improvement

Desired Skills

Hands-on experience in industrial, engineering, or technical roles (e.g. maintenance, field services) that earn credibility with operational teams.

Proven ability to manage onboarding or system rollouts with a focus on enabling capability, not dependency.

Competency coordinating field activities and working directly with customers during system installation and commissioning.

Clear, practical and engaging communication skills to deliver training and develop meaningful customer relationships.

Familiarity with CRM platforms (HubSpot preferred) for tracking onboarding workflows and reporting on customer status.

Strong technical skills such as data analysis or technical writing, and great at finding practical solutions.

Experience with AI or knowledge base tools to support scalable customer enablement.

Highly organised and responsive, with an outcome-oriented approach and collaborative mindset.

Our Culture

At GreaseBoss, we work collaboratively, value diverse perspectives, and back each other to succeed. Our customer relationships are long-term, and our focus is on delivering real operational value through reliable systems and exceptional support. We believe in solving real-world problems with practical solutions and delivering those solutions in a way that customers can own. We’re pragmatic, innovative, and growing. If we sound like a team you'd enjoy working with, we’d love to hear from you.

Applying for a role at GreaseBoss

We are keen to hear about why you'd like to work with us and how your previous experience is relevant to the role, so do please include a separately written cover letter with your application.