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
Experience in retail, CPG, supply chain, or store operations environments (desired but not required)
Experience in SaaS, IoT, or enterprise software customer success roles (desired but not required)
Subject matter expertise in enterprise technology platforms or related solutions (desired but not required)
Must have valid work authorization in the United States.

Benefits

Total Rewards package
Short-term incentive program
New hire stock award
Paid parental leave
Open (uncapped) PTO

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

project managementcustomer success strategiesproduct adoptionupsellcross-sellcustomer journey managementROI analysisrisk identificationstrategic initiativesoperational improvements

Soft Skills

communication skillsorganizational skillsrelationship buildingmentoringleadership qualitiescollaborative mindsetpresentation skillsproblem-solvingcustomer advocacyadaptability