Customer Success Manager

About the position

The Customer Success Team at RTI is dedicated to delivering exceptional customer experiences and driving significant business value. As a Customer Success Manager, you will build strong relationships with customers, foster successful product adoption and assist in identifying new project opportunities. You will play a crucial role in contributing to RTI’s overall success by driving retention and cultivating loyalty, while supporting revenue growth.

Responsibilities

• Become a trusted advisor through proactive engagement and guidance to help maximize the value of your customer’s products and services.
• Develop a strong understanding of customers’ organizations and business practices to build relationships with key influencer and decision maker contacts.
• Partner with internal teams (Products and Markets, Services, Marketing) to ensure customers have access to the latest solutions and expertise.
• Monitor customer health, proactively identify and mitigate potential risks to customer satisfaction and experience.
• Assist in identifying upsell, cross-sell and new project opportunities within existing customers and ensuring seamless handoffs to Account Manager and Field Application Engineer to pursue opportunities.
• Collaborate within the Customer Success team to develop and refine customer success best practices, methodologies, and playbooks.
• Understand and track key performance indicators (KPIs) that measure the effectiveness of customer success initiatives.
• Assisting with the implementation and setup of technology to help us serve our customers at scale.

Requirements

• Technical degree with at least 3 years of experience in a post-sales, customer facing role such as customer success, field application engineering, customer support, customer experience focused program/project management.
• Excellent communication and collaboration skills, working with cross functional teams and initiatives.
• Strong focus on customer needs and an intellectual curiosity about the products that help to meet them.
• US Person requirement due to applicable laws, government regulations and contract specifications.

Nice-to-haves

• Sales experience is a plus.
• Experience in a quickly-scaling, post-sales customer function is preferred.
• Experience working with on-premise software is a plus.
• Experience in autonomous devices, IoT/IIoT, or embedded systems preferred.

Benefits

• Flexible working schedule.
• Hybrid working + Home Office Stipend to cover the costs of working from home.
• Flexible Paid Time Off + 'Real Vacation Bonus,' an additional bonus for taking more than 1-week of uninterrupted vacation.
• Annual bonus based on individual and company performance + other prizes and awards.
• Recognition for employee achievements, opportunities for career growth and development, and provision of necessary tools for success.