Head of Customer Success - Value Enhancement

About Greycon:

Greycon Software Ltd., established in 1985 and part of the Vesta Software Group since 2019, is a global leader in providing specialized supply chain planning, optimization, scheduling, and Manufacturing Execution Systems (MES). We serve roll-based and flat-sheet manufacturing industries, including Paper & Board, Metals, Nonwovens, Plastic Films & Flexible Packaging, Converting, and Printing. Our solutions, like the industry-leading X-Trim (Trim Optimization) and GreyconMill (MES), are critical to operations in over 500 plants across more than 45 countries, helping manufacturers reduce waste, improve efficiency, and enhance visibility.

Role Overview:

We are seeking a strategic and results-oriented Customer Success Senior Manager to build, lead, and develop a new, dedicated Customer Success Management (CSM) team from the ground up. This is a pivotal role focused on driving significant revenue growth from our existing industrial manufacturing customer base, specifically those utilizing our X-Trim and GreyconMill software solutions. The primary mandate is to maximize Net Revenue Retention (NRR) and expansion revenue through proactive renewal management, securing value-based uplifts, and identifying and executing upsell/cross-sell opportunities. You will be instrumental in shaping our customer success strategy for growth and ensuring our customers achieve maximum value from their investment in Greycon technology.

Key Responsibilities:

• Team Leadership & Development: Recruit, hire, onboard, train, mentor, and manage performance for a new team of high-caliber CSMs focused on growth targets. Foster a collaborative, results-driven, and customer-centric team culture.
• Growth Strategy & Execution: Design, implement, and refine the customer success strategy specifically aimed at increasing NRR, driving renewal uplifts, and generating expansion revenue (upsell/cross-sell) within the X-Trim and GreyconMill customer segments. Develop and maintain playbooks for key engagement points (e.g., value realization, QBRs, renewal negotiation, expansion identification).
• Performance Management & Reporting: Define, track, and report on key performance indicators (KPIs) including NRR, expansion revenue, renewal rates, uplift percentage, product adoption, customer health scores, and churn. Communicate performance and insights effectively to senior leadership.
• Cross-Functional Collaboration: Establish and optimize robust collaboration processes and communication protocols with New Business Sales, Technical Support, Key Account Directors (or equivalent), and Product Management teams. Ensure seamless sales-to-CS handoffs and clear rules of engagement for expansion opportunities.
• Value Realization & Customer Health: Oversee the development and implementation of frameworks to quantify and demonstrate the ROI and value customers achieve with X-Trim and GreyconMill. Monitor overall customer health, manage strategic escalations, and ensure proactive engagement to mitigate risk and identify growth potential.
• Process & Technology Optimization: Drive the selection, implementation, and adoption of Customer Success technology (e.g., Customer Success Platforms like Gainsight, Totango, ChurnZero) integrated with CRM. Continuously refine CS processes and workflows for efficiency and effectiveness.
• Drive Product Adoption & Expansion: Lead the team in identifying opportunities to increase customer adoption of key X-Trim and GreyconMill features and proactively uncover and qualify upsell/cross-sell opportunities based on customer needs and value achieved.
• Customer Advocacy & Feedback: Act as a senior point of contact for key customer relationships and serve as an internal advocate for customer needs, channeling feedback to Product and other relevant teams.

Required Qualifications:

• Proven experience (5+ years) in B2B SaaS Customer Success, Account Management, or a related field, with demonstrable experience in a leadership or management role.
• Strong commercial acumen with a proven track record of achieving and exceeding targets related to Net Revenue Retention (NRR), expansion revenue (upsell/cross-sell), and renewal management.
• Experience building, managing, coaching, and developing high-performing teams.
• Deep understanding of customer success principles, methodologies, and best practices in a B2B software environment.
• Excellent communication, interpersonal, negotiation, and presentation skills, with the ability to build strong relationships and influence stakeholders at all levels (technical users to C-suite).
• Strong analytical, strategic thinking, and problem-solving skills; data-driven approach to decision-making.
• Experience defining, implementing, and optimizing customer success processes and workflows.
• Proficiency with CRM software (e.g., Salesforce) and Customer Success Platforms (e.g., Gainsight, Totango, ChurnZero).
• Ability to understand and articulate the value proposition of complex technical software solutions.

Preferred Qualifications:

• Direct experience within the industrial manufacturing sector, particularly roll-based or flat-sheet industries (Paper & Board, Metals, Plastics, Nonwovens, Converting).
• Experience with Manufacturing Execution Systems (MES), Supply Chain Planning, or Optimisation software.
• Experience successfully building and scaling a customer success function or team from an early stage.

What We Offer:

• A unique opportunity to build and shape a critical new function within a well-established, global software leader.
• The chance to make a significant impact on Greycon's growth trajectory and customer success.
• Collaboration with a highly experienced team and engagement with leading manufacturers worldwide.
• Competitive salary and benefits package.
• A dynamic and innovative work environment within the supportive structure of Vesta Software Group.