Customer Success Manager (Remote, US)

$81,000 - $126,500/Yr

Smartsense By Digi - Boston, MA

Full-time - Mid Level

Hybrid - Boston, MA

Publishing Industries

About the position

The Customer Success Manager will serve as the primary post-sale contact for customers, leveraging deep knowledge of the SmartSense platform and client industries to enhance product adoption and utilization. This role is crucial in managing strategic customer relationships, ensuring successful onboarding, and driving customer satisfaction and advocacy.

Responsibilities

• Manage strategic customers throughout their post-sales journey, including kickoff, onboarding, adoption, renewals, and advocacy.
• Demonstrate product features to help customers achieve specific business results aligned with their goals.
• Meet and exceed KPIs related to customer adoption, upsell, renewal, and advocacy programs.
• Drive best practices and new customer use cases within the team.
• Mentor and coach new team members on best practices and industry trends.
• Create and execute project management plans to drive strategic and tactical initiatives.
• Analyze and resolve product adoption issues, escalating customer concerns as needed.
• Facilitate customer cadence calls and provide onsite or web training.
• Drive quarterly steering committee agendas in collaboration with sales and executive management.

Requirements

• Minimum of 5 years of experience in customer success, account management, client services, or a related field.
• Proven track record of managing and growing client accounts in a fast-paced environment.
• Excellent project management, communication, organization, and problem-solving skills.
• Ability to manage multiple priorities and meet deadlines in a dynamic environment.
• Proficiency in CRM software, project management tools, and MS Office (especially Excel and PowerPoint).
• Ability to effectively communicate with all levels of customers.
• 2+ years of experience in either the healthcare or food service industry.
• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.

Nice-to-haves

• Certification in Project Management (PMP, etc.)
• Previous SaaS/IoT experience is a plus.
• Master's degree.

Benefits

• Health insurance
• Paid parental leave
• Paid time off
• Open (uncapped) PTO
• Hybrid work environment
• Short-term incentive program
• New hire stock award