Global Customer Success Manager

The Company:

Hexagon is a global leader in digital reality solutions, combining sensor, software, and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality, and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.

Our technologies are shaping the production and people-related ecosystems to become increasingly connected and autonomous — ensuring a scalable, sustainable future.

Hexagon’s Mining division solves surface and underground mine challenges with proven technologies for planning, operations, and safety.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 24,000 employees in 50 countries and net sales of approximately 5.5bn USD. Learn more at hexagon.com and follow us @HexagonAB.

Purpose of Position:

The Global Customer Success Manager is responsible for developing and enabling the Customer Success Program, ensuring regional teams have the tools, processes, and resources to deliver consistent, high-quality customer experiences. This role focuses on program design, enablement, and cross-regional alignment, supporting the regional teams responsible for delivering the Customer Success Program.

This role involves close collaboration with various departments to deliver value to our customers and maintain Hexagon's leadership in digital reality solutions for the mining industry.

Major Areas of Responsibility:

Responsible for ensuring retention and customer growth through the following:

• Develop and refine global Customer Success frameworks, processes, and KPIs.
• Create enablement resources and training for regional Customer Success teams.
• Drive alignment and consistency across regional delivery of the Customer Success Program.
• Collaborate with cross-functional teams to integrate Customer Success initiatives into broader business strategies.

Knowledge and Experience - Required:

• 5+ years in Customer Success, ideally in a global capacity.
• 5+ years practical mining experience
• 10+ years professional experience
• Strong knowledge of CS methodologies and metrics.
• Excellent communication and stakeholder management skills.
• Ability to design scalable processes and enablement programs.
• Working knowledge of Mining Technologies

Knowledge and Experience - Desired:

• Experience with Salesforce, Tableau, Highspot or other commercial software.
• Consultancy/advisory experience in a customer-facing role

Travel:

• Considerable Travel Required (Up to 50% in a month)
• Travel domestically and internationally to regional centers and mine sites

Additional Information:

As members of the Global Customer Success Team, the Global Customer Success Manager is expected to undertake the following:

• Actively peer review and collaborate with the team to support the betterment of the individuals and team.
• Undertake various assigned initiatives that are designed to further Hexagon’s success.
• Actively pursue industry participation, including development and presentation of papers.
• Salary commensurate with experience and work location.

Hexagon is an Equal Opportunity Employer. We prohibit discrimination against any job applicant based on protected characteristics