Responsibilities
- Serve as the primary post-sale contact for strategic customers, managing the customer journey from onboarding through renewal and advocacy.
- Drive product adoption and utilization by demonstrating platform capabilities and aligning solutions to customer business outcomes.
- Meet and exceed KPIs related to adoption, upsell, renewals, and customer advocacy.
- Facilitate regular customer cadence meetings, trainings, and quarterly business reviews to ensure continued ROI and value realization.
- Identify and close upsell and cross-sell opportunities in partnership with Client Partners and Sales teams.
- Manage customer escalations and coordinate cross-functional resolution with Product, Support, and Operations teams.
- Act as the voice of the customer, providing feedback and insights that inform product improvements and roadmap priorities.
- Partner cross-functionally to develop best practices, new use cases, and customer success strategies.
- Analyze product adoption challenges, identify risks, and implement strategies to improve customer outcomes.
- Develop and execute project plans that drive customer value, strategic initiatives, and operational improvements.
- Document and deliver customer success stories and references that highlight the impact of SmartSense solutions.
- Mentor and support other Customer Success Managers by sharing best practices, industry insights, and product knowledge.
Requirements
- Strong knowledge of enterprise business environments and operational challenges.
- Excellent project management, organizational, and communication skills.
- Ability to build strong relationships with both internal teams and external stakeholders.
- Proven ability to manage complex customer relationships and deliver measurable outcomes.
- Comfortable presenting and engaging with Director and C-suite level stakeholders.
- Ability to manage multiple priorities and diverse customer needs in a dynamic environment.
- Strong mentoring and leadership qualities with a collaborative team mindset.
Nice to Have
- Experience in retail, CPG, supply chain, or store operations environments.
- Experience in SaaS, IoT, or enterprise software customer success roles.
- Subject matter expertise in enterprise technology platforms or related solutions.
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
Work Arrangement
Hybrid
Team
Structure: tight-knit team
