Customer Success Manager

At Polysense, we help food producers see and think about their process differently, quite literally 👀. Our computer vision systems watch, analyse, and understand food production lines in real time, offloading quality operators from tedious manual tasks. But quality control is only the first stride. With Polysense AutoControl, we optimise process parameters to ensure product quality meets predefined specs every single time.

As Customer Success Manager, Enterprise Clients, you’ll make sure our customers unlock the full potential of Polysense. You won’t just support accounts, you’ll drive impact, adoption, and long-term value across complex enterprise environments. 👇

💼 What you’ll be doing

• Own the full post-sale journey for our enterprise clients from contract handover to long-term value realisation.

• Conduct regular post-implementation follow-ups with customers after go-live, including scheduled quarterly or bi-annual check-ins to review performance, assess customer satisfaction, identify new needs or opportunities, and ensure continued value from the product or service

• Proactively address issues, gather feedback, and coordinate with internal teams to support ongoing customer success and retention.

• Join the transition from Sales to Customer Success alongside Engineering, ensuring you form a strong commercial view on what is being delivered technically.

• Act as the bridge between customer expectations and our technical team, clearly translating business needs into actionable priorities, and vice versa.

• Manage complex stakeholder landscapes, confidently engaging with plant managers, operational leaders, and C-level executives.

• Lead change management initiatives with the right stakeholders: organise and facilitate workshops that drive product adoption across customer teams.

• Create and implement change management and adoption initiatives to ensure adoption across the shopfloors.

• Be hands-on in execution, building scalable onboarding and adoption processes that can be replicated across sites and enterprise groups.

• Drive key success metrics: onboarding efficiency, product adoption, customer health, churn prevention, and account expansion.

• Identify upsell opportunities and collaborate with Sales to expand existing enterprise accounts.

• Ensure Polysense becomes embedded in your customers’ operational processes, not just implemented, but truly adopted.

• At least 5 years of experience in Customer Success, Account Management, or a similar client-facing B2B role, ideally with enterprise clients.

• Proven experience managing complex stakeholder environments, confidently navigating between operational teams and executive leadership.

• Strong executive presence and communication skills, you’re comfortable presenting to senior stakeholders and holding your ground in high-level conversations.

• You know how to translate customer needs into clear, structured input for technical teams and explain technical constraints back to the customer in a way that builds trust.

• You’re not afraid of difficult conversations. You can manage curveballs, set boundaries, and maintain strong long-term relationships through transparency and clarity.

• A solid understanding of manufacturing or industrial operations, you grasp how production environments work and what operational impact really means.

• Hands-on and execution-focused: you don’t stay in strategy mode. You build processes, drive onboarding, coordinate change management workshops, and ensure adoption on the ground.

• Comfortable working cross-functionally with Sales and Engineering, forming a commercial view alongside technical delivery.

• Fluent in Dutch and English. French or German? A strong plus.

✨ Bonus points if you;

• Have worked in a SaaS, AI, or industrial tech environment.

• Understand food production or manufacturing operations.

• Have experience managing multi-site or international enterprise clients.

• Have worked in a startup or scale-up environment where processes are still evolving.

🌟 The perks - What’s in it for you?

• Full ownership: Take initiative, drive customer impact, and help shape the customer success strategy at Polysense. 

• Freedom to innovate: Improve processes, build playbooks, and bring bold ideas to life.

• Ambitious team spirit: Join a close-knit team that means business, is collaborative, creative, and full of energy. We make it work and make it matter!

• Amazing workspace: Work from the vibrant and stylish Upoffiz campus in Ghent, easily accessible and buzzing with energy.

• Shared growth: Take ownership of your accounts while co-developing the future of Polysense with the team.