Location: Boston, Ma (Hybrid, preferred) // Remote (US, with ability to travel)

Type: Permanent - Full-Time

About the company - https://www.machinerypartner.com/

At Machinery Partner, we are revolutionizing the industrial machinery market, empowering businesses to finance and acquire the equipment they need to grow, while enabling factories to sell high-value machinery seamlessly online. We help buyers and sellers of heavy equipment grow with the technology and expertise to match their needs. Starting with the $24B U.S. recycling market, we’re reshaping how businesses connect, transact, and thrive, providing the technology and expertise that drive meaningful impact.

With significant success, we are looking to scale our Customer Success function to ensure both our buyers and suppliers have an outstanding experience. If you’re passionate about delivering value, driving retention, and building relationships in a unique B2B environment we’d love to speak with you!

About this Opportunity

Reporting directly to the COO, the Customer Success Manager will oversee end-to-end customer success initiatives for large-scale, high-value machinery. This includes guiding customers through complex logistics, ensuring proper setup and utilization, and delivering key performance insights to drive retention and growth. You will develop robust reporting to keep leadership informed about metrics such as operational efficiency, total cost of ownership, and ROI - all while maintaining a deep focus on the physical realities of moving and deploying industrial equipment.

Responsibilities

1. Account Management & Relationship Building

   • Management of a team of 4 people responsible for frontline support

   • Development of parts and service sales program

   • Collaborate with logistics, sale and supply to coordinate shipment of industrial equipment

   • Identify expansion opportunities within client accounts

2. Reporting & Business Intelligence

   • Develop and maintain executive-level relationships, detailing machine performance, usage metrics, and ROI for heavy equipment weighting over a metric ton

   • Analyze data to forecast potential issues (e.g. maintenance needs, downtime risks) and propose solutions to key stakeholders

   • Present actionable insights regularly to the COO and leadership, influencing strategic decision-making and product roadmap refinements

3. Transaction Delivery & Execution

   • Manage the successful completion of 100+ transactions, which may involve complex shipping logistics, specialized equipment handling, and compliance with safety regulations

   • Oversee the entire lifecycle of each project - from order placement to final installation and operational checks - to ensure seamless execution

   • Implement processes to streamline coordination among freight carriers, on-site teams, and service technicians to minimize downtime and mitigate risks

4. Onboarding & Training

   • Develop comprehensive onboarding programs for new customers, covering everything from proper machine installation to long-term maintenance best practices

   • Conduct both in-person and virtual training sessions for client and internal teams, focusing on maximizing and operational efficiency and equipment longevity

   • Continuously update and refine training materials to incorporate industry regulations, safety protocols, and product enhancements

Requirements:

• 8+ years of customer success or account management experience, preferably in heavy industrial, manufacturing, or logistics environments

• Proven record managing high-dollar, physically complex transactions (e.g. equipment valued over $100k+)

• Strong analytical skills for creating data-driven insights and executive-level reporting (CRM platforms, Excel, basic SQL)

• Exceptional communication and project management abilities, with comfort handling cross-functional tasks involving transportation, installation, and on-site services

• Ability to travel to customer sites, including remote or industrial locations as needed (up to 25 - 30%)

Why Join Us?

• High-Impact Role: Shape customer success strategies for large-scale machinery critical to our clients’ operations

• Leadership Exposure: Work closely with the COO and present data-driven insights that inform enterprise-wide decisions

• Growth Opportunities: Elevate your career in a global, fast-paced industrial market with numerous avenues for professional development

• Competitive Compensation: Enjoy an attractive salary, benefits, and potential for performance-based incentives.

Company Values:

• Curious: Always ask "why" — understand deeply and find better solutions.

• One team: Trust and support each other — success is shared by the whole team.

• Respect: Be open, honest, and direct — seek clarity and treat others with empathy.

• Reliable: Do what you say — share clear plans and focused execution.

• Resilient: Persevere through challenges — know when to adapt and adjust.

Benefits:

• Competitive Salary

• 4 Weeks PTO

• Fully covered Medical, Dental and Vision

• 401(k)

EEO Statement:
Machinery Partner is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.