Irth Solutions

Customer Success Manager

Irth Solutions

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • As a Customer Success Manager (CSM), you will serve as the primary owner of post-implementation customer outcomes.
  • You’ll guide adoption, help customers align product usage to business goals, and empower them to derive measurable value from Irth’s solutions.
  • You won’t directly manage implementations or renewals, but you’ll act as the strategic connector between customers and internal teams — ensuring customers understand both how to use the product effectively and why it matters to their operations.
  • Our CSMs are proactive advisors, data-driven problem solvers, and trusted advocates who balance tactical execution with strategic impact.
  • You’ll collaborate closely with Product, Support, and Account Executives to ensure your customers maximize value and continuously evolve their partnership with Irth.
  • CSMs will build domain knowledge aligned to solution categories (e.g., Damage Prevention, Land Management, Training & Compliance) to support relevant workflows, value drivers, and customer context.
  • As the primary post-implementation owner of customer outcomes, you will drive adoption, enablement, and value realization across assigned accounts — tailoring strategies based on customer engagement and collaboration levels.
  • Own customer adoption, value realization, and overall health across assigned accounts.
  • Develop deep understanding of customer operations, use cases, and business goals to align product utilization with measurable outcomes.
  • Conduct success calls and health reviews to identify optimization opportunities and drive expanded utilization.
  • Deliver targeted enablement sessions to drive continuous improvement and expanded feature use.
  • Evaluate customer engagement and collaboration patterns to determine the level and style of CS involvement and adapt enablement strategies accordingly.
  • Collaborate with peers and leadership to conduct regular customer-facing office hours and monthly, targeted, topic-specific webinars.
  • Coach customers on interpreting usage patterns and performance signals so they can connect product usage to their operational goals and business outcomes.
  • Collaborate with customers to define success criteria, establish trackable milestones, and monitor progress.
  • Facilitate strategic discussions that strengthen adoption, operational efficiency, and long-term value realization.
  • Partner with Implementation and Support to ensure smooth transitions from onboarding to steady-state adoption and improve the customer experience.
  • Provide structured, data-informed feedback to Product and Engineering teams to shape future enhancements and user experience.
  • Serve as the voice of the customer by providing structured, evidence-based insights to influence roadmap and prioritization.
  • Collaborate with Sales and Account Executives to share health insights that inform renewal forecasting and expansion opportunities.
  • Contribute to the continuous refinement of internal playbooks, health scoring models, and success frameworks.
  • Monitor health signals (usage, engagement, support trends) via dashboards and analytics tools.
  • Identify early risks and coordinate mitigation plans across internal teams.
  • Maintain accurate data and notes in systems of record to support visibility, forecasting, and cross-functional alignment.
  • Capture sentiment, insights, and action items to ensure organizational alignment.

Requirements

  • · 3+ years of Customer Success, Technical Account Management, or SaaS client-facing experience, ideally within enterprise or critical infrastructure industries.
  • · Demonstrated success driving adoption and measurable business outcomes for complex, multi-stakeholder customers.
  • · Strong analytical and storytelling ability—capable of interpreting usage data and connecting it to tangible customer value.
  • · Technical aptitude with the ability to understand SaaS workflows, data structures, and integration patterns, and translate technical concepts clearly to both technical and non-technical audiences.
  • · Exceptional communication and facilitation skills, comfortable engaging both executive and product end-users.
  • · Proven collaboration across Product, Support, and Sales functions.
  • · Proficiency with customer success and analytics tools, like ClientSuccess, Salesforce, Power BI, and the Microsoft 365 suite.
  • · Highly organized, self-directed, and able to manage multiple priorities in a fast-paced environment.
Benefits
  • - Highly competitive salary
  • - Generous medical, dental, & vision insurance coverage
  • - 401k + company match
  • - Unlimited PTO policy
  • - 8 company-paid holidays
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer SuccessTechnical Account ManagementSaaSData AnalysisUsage Data InterpretationWorkflow UnderstandingData StructuresIntegration PatternsBusiness Outcome MeasurementAdoption Strategies
Soft Skills
Analytical SkillsStorytelling AbilityCommunication SkillsFacilitation SkillsCollaborationOrganizational SkillsSelf-DirectedMulti-Priority ManagementProactive AdvisingProblem Solving