Customer Success Manager- IoT/SaaS

Description

As the Customer Success Manager (CSM), you will be the face of our connected technology solutions for the propane industry—helping marketers modernize their operations through IoT innovation. You’ll guide customers from first install to long-term adoption, ensuring they achieve measurable efficiency and ROI gains. This is more than an account management role. You’ll set the vision for how our customer experience team scales, influence product direction with real market insight, and serve as the internal voice of the propane marketer during product updates and launches. We’re looking for someone who pairs a deep understanding of LPG operations with a passion for technology and customer success. If you’re energized by transforming a traditional industry through data-driven tools and meaningful relationships, this role offers the opportunity to lead that change.

• 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

Customer Experience Set Up & Team Build Out

• Understand each customer’s business model, industry practices, and success metrics to personalize engagement and demonstrate ROI.
• 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.)
• 5–8 years in Customer Success, Account Management, or similar customer-facing roles within technology, SaaS, or industrial IoT.
• 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.
• 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.
• Understands and applies success metrics (CLV, TTV, ROI, NRR/GRR) to measure and communicate customer and business value. •
• Experienced in or willing to learn platforms like salesforce for ticketing resolution, issue tracking, live chat, and other CRM tools.
• Digitally fluent:
• Articulate team and customer experience vision to internal leadership.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance