Strategic Customer Success Manager

About Ease Ease.io digitally transforms plant floor audits around the world with EASE.

The enterprise-grade mobile platform combines simplicity and efficiency with powerful performance insights, driving quality and safety on the plant floor.  Industry leaders, including Aston Martin, Dana, 3M, Tenneco, and Samsung, trust EASE to facilitate and analyze millions of plant floor audits every year.

With deployments in over 40 countries, EASE supports more than 25 languages, solidifying its position as a category leader for quality management, as recognized by G2 and Gartner.

Headquartered in San Clemente, California, Ease.io is a dynamic company that recently secured a growth investment from Luminate Capital Partners, further fueling its robust growth trajectory.

Position Summary As a Strategic Customer Success Manager , you will partner with senior leaders (Directors, VPs, and Executives) to position Ease as a long-term strategic solution.

Your mission is to drive retention and growth by aligning adoption with enterprise KPIs, securing executive sponsorship, and collaborating with Account Management on renewal and expansion strategies.

You will act as a trusted advisor at the leadership level, helping executives connect Ease adoption to measurable business outcomes such as reduced Cost of Poor Quality (CoPQ), improved Overall Equipment Effectiveness (OEE), and enhanced compliance performance.

Position Location :

• Remote Annual Salary Range : $90,000 - $110,000 What You'll Do : Strategic Partnership & Retention Build and sustain executive-level relationships to ensure alignment with business goals and strong sponsorship.
• Partner with Account Management to design and execute retention and renewal strategies.
• Lead and participate in Quarterly Business Reviews (QBRs) and Strategic Success Reviews, directly linking Ease adoption to KPIs and ROI.
• Enterprise Value Realization Translate platform usage data into clear business impact narratives (e.g., defect rate reduction, risk mitigation, audit completion rates).
• Recommend strategies for scaling Ease across plants, divisions, and global operations.
• Continuously reinforce value throughout the customer lifecycle to support renewals and expansion.
• Adoption Oversight Monitor enterprise health metrics (completion rates, findings closure speed, training compliance) to identify risks and opportunities.
• Collaborate with Tactical CSMs to resolve plant-level adoption challenges that affect enterprise outcomes.
• Executive White-Glove Experience Deliver an elevated, high-touch experience for executive stakeholders, positioning Ease as a strategic partner in operational excellence.
• Share best practices, industry benchmarks, and thought leadership to build credibility beyond software.
• Cross-Functional Collaboration Partner with Account Managers to align on renewal strategies, customer advocacy, and expansion opportunities.
• Collaborate with Product, Implementation, and Marketing teams to incorporate executive feedback into roadmap priorities and success stories.
• What Success Looks Like High renewal and retention rates across strategic accounts.
• Executives consistently recognize Ease as critical to achieving operational goals.
• Joint AM + CSM planning drives expanded site usage, module adoption, and multi-year renewals.
• QBRs consistently demonstrate ROI through enterprise KPIs (audit completion %, defect reduction, safety improvements, CoPQ savings).

Qualifications & Skills :

Here’s a look at what you can expect :

Life & AD&D Insurance :

Unlimited Paid Time Off :