Addigy

Customer Success Manager

• Quickly ramp on product and customer needs while managing strategic accounts and coaching the CSM team.
• Drive consistent execution against Engagements, CTAs, CSQLs, and customer health metrics.
• Improve adoption, retention, and expansion by proactively managing customer risk.
• Ensure Success Plans, onboarding, and Addigy best practices are consistently executed.
• Oversee and mentor a team of Customer Success Managers (CSMs), providing guidance on account strategies, performance, and professional development.
• Manage a subset of strategic customer accounts, serving as the primary Customer Success Manager.
• Establish and project-manage the onboarding process for dedicated accounts, including defining tailored success plans and clear success criteria.

Human Resources

• Serve as the primary HR partner for employees and managers, supporting day-to-day people needs across a fully remote workforce
• Own core HR operations across the employee lifecycle, ensuring accuracy, consistency, and compliance
• Manage and maintain the HRIS, including employee records, reporting, and recruiting workflows
• Support recruiting and hiring efforts, from job postings and interviews through offers, onboarding, and offboarding
• Administer employee benefits in partnership with the company’s broker and act as the go-to resource for benefits questions
• Partner with managers on performance feedback, employee relations, and professional workforce transitions
• Collaborate with leadership, Finance, and external advisors on people strategy, compliance, and risk
• Maintain HR policies, handbook updates, and compliance reporting
• Support performance and culture initiatives aligned with the company’s EOS framework

Human Resources Manager

Account Executive

• Own the full new-business sales cycle from prospecting and discovery through demo, proposal, negotiation, and close
• Hunt for net-new opportunities within MSPs and internal IT organizations through outbound prospecting, inbound lead follow-up, and events
• Deliver tailored, high-impact product demos that clearly communicate Addigy’s value to both technical and executive stakeholders
• Build and manage a healthy pipeline with accurate forecasting and activity tracking in CRM
• Partner cross-functionally with Sales Engineering, Marketing, and Customer Success to ensure strong handoffs and long-term customer success
• Stay current on Apple ecosystem trends, MDM best practices, and MSP business models to serve as a trusted advisor

Account Executive, New Business

Account Manager

• Drive revenue growth and retention within a portfolio of assigned accounts.
• Develop and execute strategic account plans focused on identifying and achieving expansion revenue targets.
• Prioritize high-impact onboarding and relationship-building activities.
• Establish a structured cadence of check-ins and strategic reviews to drive customer engagement, expansion, and retention.
• Build long-term, trust-based relationships that reinforce Addigy’s value proposition.
• Act as an advocate for the customer within Addigy, collaborating cross-functionally to align resources that support growth initiatives.

Support Engineer

• Provide industry leading white glove customer service and support to our customers who are also IT Professionals.
• Timely handling of incoming support tickets through all pertinent channels
• Escalation of complex support issues to Tier 2 Support Engineers to get the ticket resolved
• Contribute to Support Knowledge Base Articles
• Assist with onboarding of new Addigy Interns and Tier 1 Support Engineers
• Work on Zendesk tickets and resolve issues with superior customer satisfaction
• Address customer inquiries via email, chat, phone, etc.
• Troubleshoot macOS, iPadOS, and iOS environments; escalate when needed
• Proactively call customers to better understand complex issues
• Research and identify solutions before escalating
• Use internal documentation/resources to resolve issues
• Create/update Knowledge Base articles
• Assist with onboarding/training of Interns
• Follow SOPs to log/document issues; escalate unresolved cases
• Continuously identify ways to improve processes and customer experience

Customer Success Manager

Human Resources Manager

Account Executive, New Business

Account Manager

Support Engineer – Tier 1