Senior Customer Success Manager

Embrace Software Inc

full-time

Posted on: 3/5/2026

Location Type: Remote

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About the role

Serve as a primary point of contact for assigned customers, building trusted relationships and ensuring ongoing satisfaction.
Actively engage with customers to understand their goals, challenges, and success metrics, and align Radiant’s solutions accordingly.
Provide proactive guidance and best practices to help customers maximize value from the product.
Support customer onboarding efforts to ensure smooth implementation and early success.
Monitor product usage and adoption trends, identifying opportunities to improve engagement and outcomes.
Track customer health indicators, satisfaction metrics, and potential churn risks.
Escalate issues as needed and coordinate with internal teams to resolve customer challenges in a timely manner.
Gather customer feedback and insights and communicate them clearly to product and leadership teams.
Partner with Sales and Account Management to support renewals and identify expansion opportunities within existing accounts.

5–8 years of experience in customer success, customer support, account management, or a related post-sales role.
Experience working with SaaS products and a solid understanding of driving customer value, adoption, and retention.
Familiarity with the Manufacturing or Industrial sector is preferred, with the ability to explain technical concepts in clear business terms.
Strong verbal and written communication skills, with confidence interacting with a range of customer stakeholders.
Detail-oriented with strong organizational and time management skills.
Analytical mindset with the ability to identify trends, risks, and opportunities from customer data.
Proficiency with CRM tools (e.g., Salesforce, Zoho) and customer success metrics.
Ability to work independently while collaborating effectively with cross-functional teams.
Ability and willingness to travel to client locations as needed to support and execute solution deployments.
Bachelor’s degree in Business, Engineering, or a related field is preferred.

Benefits

Competitive salary commensurate with experience.
Opportunities for career advancement and professional development.
Experience collaborating with a diverse, global team within a remote work setting.
Comprehensive Health Benefits to support your wellbeing and peace of mind.
Employer contributions to your 401(k)/RRSP

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer successcustomer supportaccount managementSaaS productscustomer valueadoptionretentionanalytical mindsetcustomer data analysis

Soft Skills

communication skillsorganizational skillstime managementdetail-orientedrelationship buildingproblem-solvingcollaborationproactive guidance