Job Description

About JLG, an Oshkosh company

JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles and accessories—can be found all over the world.

The Customer Success Manager (CSM) is responsible for driving customer adoption, engagement, retention, and value realization across JLG's Digital Lifecycle Solutions portfolio, with an initial focus on ClearSky Smart Fleet.

Acting as the primary advocate for digital customers, the CSM will ensure successful onboarding, accelerate platform utilization, support subscription retention, and identify growth opportunities. This role serves as a critical link between customers, sales, product management, engineering, and aftermarket teams, helping advance JLG's connected equipment and digital aftermarket strategy throughout Europe.

Key Responsibilities

Customer Success & Adoption

• Lead onboarding and implementation of Digital Lifecycle Solutions.
• Conduct customer training and enablement activities.
• Drive adoption and utilization of platform capabilities.
• Monitor customer health and engagement metrics.
• Identify and mitigate adoption risks.

Customer Retention & Growth

• Build relationships with strategic customers.
• Conduct business reviews and demonstrate customer value.
• Support subscription retention and renewal readiness.
• Identify expansion opportunities and collaborate with sales teams.

Digital Solutions Leadership

• Serve as the regional SME for ClearSky Smart Fleet and Digital Lifecycle Solutions.
• Support customer demonstrations, pilots, and strategic discussions.
• Gather customer feedback and market insights to influence product development.
• Support internal training and customer success best practices.

Cross-Functional Collaboration

• Partner with Product Management, Engineering, Sales, Marketing, Service, and Customer Support teams.
• Escalate customer needs and advocate for continuous product improvement.
• Provide regional market intelligence and competitive insights.

Key Success Metrics

• Customer activation and onboarding rates
• Platform adoption and utilization
• Subscription retention and renewal rates
• Customer satisfaction (CSAT/NPS)
• Digital solution penetration and expansion opportunities
• Growth in recurring digital revenue

Qualifications

• 5+ years of experience in Customer Success, Digital Solutions, Technical Sales, Fleet Management, Aftermarket, SaaS, or Connected Equipment environments.
• Strong understanding of telematics, IoT, or connected fleet solutions.
• Proven ability to drive customer adoption and business value.
• Excellent communication, presentation, and relationship management skills.
• Fluent in English; additional European languages preferred.

Travel

• Frequent travel across Europe (40–60%) for customer visits, onboarding, training, trade shows, and strategic account support.

Role Purpose

This role is designed to accelerate customer success and recurring revenue growth by helping customers maximize the value of JLG's Digital Lifecycle Solutions while supporting the company's transition toward a connected, data-driven aftermarket business model.