Customer Success Manager (Remote, US)

About the position

Join a high-performing, tight-knit team at a fast-growing company that is using the Internet of Things (IOT) to transform how organizations sense, monitor, and make decisions. Founded out of MIT in 2005, Smart Sense is trusted by more than 2,000 organizations, including Walmart, SpaceX, Apple, CVS Health, Coca-Cola, and the US State Department to help them make sensor-driven decisions. We have a solution that our customers rely on every day to make mission critical decisions; we are looking for team-oriented change agents to help shape the future of IOT. The Customer Success Manager will act as the primary post-sale point of contact for our customers. Utilizing in-depth knowledge of client industry and/or business processes, deep knowledge of the SmartSense platform and technical expertise to drive and increase adoption and utilization of the SmartSense products. The ideal candidate will be a strong communicator, possess excellent organizational skills, be passionate, innovative, and responsive, partnering with the customers to drive win/win success for the customer and Digi SmartSense.

Responsibilities

• Manage companies most strategic customers on their post-sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy
• Demonstrates product features beyond central functionality to help the customer achieve specific business results, aligned with desired goals
• Meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy programs
• Instrumental part of the team driving best practices, new customer use cases
• Mentor and coach new team members on best practices, new use cases, industry trends
• Create and execute a project management plan, providing awareness across the organization, driving both strategic and tactical initiatives
• Analyze and resolve product adoption issues, escalate customer concerns and product needs appropriately
• Facilitate customer cadence calls, onsite and/or web trainings
• Drive quarterly steering committee agenda's, partnering with sales, Executive Management and other resources to drive continued ROI

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 to 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

• Short-term incentive program
• New hire stock award
• Paid parental leave
• Open (uncapped) PTO
• Hybrid work environment
• Competitive medical, health & wellbeing and compensation offerings