Customer Success Manager- Iot​/SaaS

4 गरीब days ago Be among the first 25 applicants

As the Customer Success Manager (CSM), you will be the face of our connected technology solutions for the propane industry—helping marketers modernise their operations through IoT innovation. You'll guide customers from first appetite installation 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 energised by transforming a traditional industry through data‑driven tools and meaningful relationships, this role offers the opportunity to lead that change.

• Serve as the primary point of contact for strategic customer issues, requests, and escalations.
• Build long‑term relationships by maintaining customer satisfaction, loyalty, and trust.
• Ensure post‑incident follow‑up and drive continuous improvement in customer experience.
• Understand each customer’s business model, industry practices, and success metrics to personalise engagement and demonstrate ROI.
• Willingness to travel on average 50 % of the time; travel may be higher during the beginning of the role as relationships are established.

• Support sales with technical expertise to support early product launch and adoption.
• Plan for team development and expansion as product adoption grows, setting a strong foundation for this role and department; identify thresholds for team growth.
• Articulate team and customer‑experience vision to internal leadership.

• Regularly review usage trends to identify adoption gaps, product friction, and new opportunities to maximise customer value.
• Drive upsell, cross‑sell and renewal activities; enter associated purchase orders accurately.
• Lead quarterly business reviews to assess customer ROI, satisfaction and growth potential.

• Lead customer onboarding and product kick‑off sessions, ensuring a supported implementation process.
• Conduct on‑site and virtual training sessions to guide customers through IoT sensor and software use.
• Provide proactive education and check‑ins to reinforce learning and encourage adoption.
• lassical align customer goals with product capabilities and measurable outcomes.

• Communicate customer insights to internal teams to inform product development and enhance user experience.
• Partner closely with sales, engineering and software teams to coordinate customer initiatives and resolve issues.
• Visit customer alongside the sales team post‑sale for product implementation and relationship development.
• Maintain fluency in product development and software terminology to facilitate effective communication across teams.

Fortuna
• Anticipate customer challenges and intervene early to prevent frustration or churn.
• Provide data‑driven recommendations to improve efficiency and business outcomes through IoT technology.
• Champion the customer voice within Worthington to drive continuous product and service enhancement.
• Bachelor’s الحالي required, preferably in Business, Communications, Information Systems or a related field. Advanced degree or formal training in Customer Success, organisational leadership or account management is a plus.

• 5‑8 years in Customer Success, Account Management or similar customer‑facing roles within technology, SaaS or industrial IoT.
• Proven success establishing or scaling Customer Success programs, defining processes and driving measurable results.
• Experience supporting hardware and software solutions, ideally in manufacturing, energy or LPG.
• Deep understanding of LPG marketer business processes and industry ROI goals (preferred).
• Skilled in teaching, coaching and training customers through complex systems to ensure…