Senior Customer Success Manager; Office Locations - Hybrid

Position: Senior Customer Success Manager (Multiple Office Locations - Hybrid)
Join a high-performing, tight-knit team at a fast-growing company using the Internet of Things (IoT) to transform how organizations maintain compliance, enhance safety, and reimagine operations. Smart Sense by Digi and Jolt are trusted by some of the world's most recognizable brands including CVS Health, Walgreens, Walmart, McDonald's, Jack in the Box, Hartford Health Care, and Children's Minnesota to protect their operations and the people they serve.

We're looking for team-oriented change agents who want to help shape the future of IoT.

Location:

Prefer Hybrid to one of our office locations in Mishawaka, IN, Lehi, UT, Hopkins, MN or Boston, MA.

Position

The Customer Success Manager serves as the primary post-sale point of contact for strategic customers, guiding them through onboarding, adoption, value realization, and long-term success with Smart Sense and Jolt solutions. This role leverages deep knowledge of customer industries and business processes to help clients maximize the value of the platform while achieving their operational and business goals.

May recommend specific solutions to achieve customer's desired result. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products, accountable for client renewal and retention results. Works closely with Client Partners, Sales, and Product to drive desired outcomes for customers. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support.

The CSM will be responsible with tangible value generated from other solutions and future acquired businesses.

What You Will Do

* Serve as the primary post-sale contact for strategic customers, managing the customer journey from onboarding through renewal and advocacy.

* Drive product adoption and utilization by demonstrating platform capabilities and aligning solutions to customer business outcomes.

* Meet and exceed KPIs related to adoption, upsell, renewals, and customer advocacy.

* Facilitate regular customer cadence meetings, trainings, and quarterly business reviews to ensure continued ROI and value realization.

* Identify and close upsell and cross-sell opportunities in partnership with Client Partners and Sales teams.

* Manage customer escalations and coordinate cross-functional resolution with Product, Support, and Operations teams.

* Act as the voice of the customer, providing feedback and insights that inform product improvements and roadmap priorities.

* Partner cross-functionally to develop best practices, new use cases, and customer success strategies.

* Analyze product adoption challenges, identify risks, and implement strategies to improve customer outcomes.

* Develop and execute project plans that drive customer value, strategic initiatives, and operational improvements.

* Document and deliver customer success stories and references that highlight the impact of Smart Sense solutions.

* Mentor and support other Customer Success Managers by sharing best practices, industry insights, and product knowledge.

Who You Are and What You Bring

* Strong knowledge of enterprise business environments and operational challenges.

* Excellent project management, organizational, and communication skills.

* Ability to build strong relationships with both internal teams and external stakeholders.

* Proven ability to manage complex customer relationships and deliver measurable outcomes.

* Comfortable presenting and engaging with Director and C-suite level stakeholders.

* Ability to manage multiple priorities and diverse customer needs in a dynamic environment.

* Strong mentoring and leadership qualities with a collaborative team mindset.

Desired But Not Required

* Experience in retail, CPG, supply chain, or store operations environments.

* Experience in SaaS, IoT, or enterprise software customer success roles.

* Subject matter expertise in enterprise technology platforms or related solutions.

Travel:
Up to 20% for key customer meetings or team events.

* Please note that we are unable to provide visa sponsorship for this position. This includes, but is not limited to, work visas, employment-based visas, or residency sponsorship. Candidates must have valid work authorization in the United States at the time of application. Visa applications of any kind will not be considered.

Digi International offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.

The anticipated base pay range for this position is $95,000 - $149,000. Pay ranges are determined by role, job level and primary job location. The range displayed reflects the reasonable range we anticipate paying for this position…