Customer Success Manager- Iot/SaaS

Description

• Champion the customer voice within Worthington to drive continuous product and service enhancement
• Visit customer alongside the sales team post sale for product implementation and relationship development.
• Articulate and align customer goals with product capabilities and measurable outcomes.
• Partner closely with sales, engineering, and software teams to coordinate customer initiatives and resolve issues.
• Is able to plan for team development and expansion as product adoption grows. Setting a firm foundation for this role and department. o Identify thresholds for team growth.
• Articulates both tangible and intangible ROI, helping customers recognize and achieve measurable value.
• Anticipate customer challenges and intervene early to prevent frustration or churn.
• Provide proactive education and check-ins to reinforce learning and encourage adoption.
• Regularly review usage trends to identify adoption gaps, product friction, and new opportunities to maximize customer value realization.
• Leverages analytics and technology to uncover insights and drive measurable business outcomes.
• Ensure post-incident follow-up and drive continuous improvement in customer experience.
• Lead quarterly business reviews to assess customer ROI, satisfaction, and growth potential.
• Maintain fluency in product development and software terminology to facilitate effective communication across teams.
• Build long-term relationships by maintaining customer satisfaction, loyalty, and trust.
• Conduct on-site and virtual training sessions to guide customers through IoT sensor and software use.
• Drive upsell, cross-sell, and renewal activities; enter associated purchase orders (POs) accurately.
• Provide data-driven recommendations to improve efficiency and business outcomes through IoT technology.
• Support sales with technical expertise to support early product launch and adoption.
• Communicate customer insights to internal teams to inform product development and enhance user experience.
• Lead customer onboarding and product kickoff sessions, ensuring a supported implementation process.
• Serve as the primary point of contact for strategic customer issues, requests, and escalations.

Requirements

• Proven success establishing or scaling Customer Success programs, defining processes, and driving measurable results.
• Familiar with, or eager to learn, LPG operations and IoT industry best practices to better connect product value to customer efficiencies.
• Bachelor's degree required, preferably in Business, Communications, Information Systems or a related field. Advanced degree or formal training in Customer Success, organizational leadership or Account Management is a plus.
• Comfortable with or eager to learn new productivity and collaboration tools (ChatGPT, Copilot, Miro, Microsoft suite, etc.)
• Experience supporting hardware and software solutions, ideally in manufacturing, energy, or LPG.
• Willingness to travel average of 50% of time. Travel may be higher during beginning of the role as relationships are established.
• 5-8 years in Customer Success, Account Management, or similar customer-facing roles within technology, SaaS, or industrial IoT.
• Understands and applies success metrics (CLV, TTV, ROI, NRR/GRR) to measure and communicate customer and business value.
• Skilled in teaching, coaching, and training customers through complex systems to ensure confident product adoption.
• Additional Qualifications (preferred): Deep understanding of LPG marketer business processes and industry ROI goals.
• Experienced in or willing to learn platforms like salesforce for ticketing resolution, issue tracking, live chat, and other CRM tools.
• Digitally fluent:
• Understand each customer's business model, industry practices, and success metrics to personalize engagement and demonstrate ROI.
• Articulate team and customer experience vision to internal leadership.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance