Customer Success Manager

Overview

About Us Powerhouse Dynamics, a Middleby company, is the leading provider of IoT solutions for commercial kitchens through our Open Kitchen® platform. We help the world’s largest restaurant and food service operators reduce costs, improve efficiency, ensure food safety, and gain unprecedented visibility into their operations. Our connected equipment solutions are rapidly expanding across global brands, and we’re looking for a driven, detail-oriented operator to help scale deployment and onboarding programs.

Powerhouse Dynamics is seeking a Customer Success Manager (CSM) to join our Sales team. This is a remote role reporting directly to the Vice President of Sales. Ideal candidates will live in the Dallas area, working remotely and from time to time coming into the kitchen facility. The CSM serves as the primary advocate for assigned customer accounts, ensuring customers achieve measurable value, remain highly engaged, and view renewal as a natural next step.

• Own the post-sale customer relationship for assigned accounts
• Develop and execute customer success plans aligned with client goals and KPIs
• Monitor customer engagement, product usage, and health metrics to proactively identify risks and prevent churn
• Promote and train customer users on product features aligned to their business goals
• Conduct regular business reviews to demonstrate ROI and reinforce renewal value
• Partner with Sales on renewals, supporting smooth contracting without owning negotiations
• Identify upsell and cross-sell opportunities based on evolving customer needs
• Act as a trusted advisor, gathering customer feedback and sharing insights with Product and Engineering teams to inform future development
• Document customer interactions, risks, opportunities, and escalations in CRM tools (e.g., Salesforce)
• Track customer lifecycle maturity, engagement levels, and renewal timelines
• Maintain a high-level view of customer issues and proactively identify trends impacting retention or expansion

• 5+ years of experience in Customer Success, Account Management, or Client Support within SaaS, IoT, or technology-driven environments
• Proven ability to manage multiple customer relationships across varying lifecycle stages
• Strong communication, presentation, and relationship-building skills at both operational and executive levels
• Familiarity with SaaS metrics such as retention, churn, NPS, and adoption
• Highly organized with experience using Salesforce or similar CRM platforms
• Consultative, problem-solving mindset with a strong customer-first approach

No phone calls or third parties, please. Powerhouse Dynamics is an equal opportunity employer. We offer excellent compensation and benefits that start on your first day! We also believe in work/life balance.