Customer Success Manager (Remote, US)

Join a high-performing, tight-knit team at a fast-growing company that is using the Internet of Things (IOT) to transform how organizations sense, monitor, and make decisions. Founded out of MIT in 2005, Smart Sense is trusted by more than 2,000 organizations, including Walmart, SpaceX, Apple, CVS Health, Coca-Cola, and the US State Department to help them make sensor-driven decisions. We have a solution that our customers rely on every day to make mission critical decisions; we are looking for team-oriented change agents to help shape the future of IOT.

The Customer Success Manager will act as the primary post-sale point of contact for our customers. Utilizing in-depth knowledge of client industry and/or business processes, deep knowledge of the SmartSense platform and technical expertise to drive and increase adoption and utilization of the SmartSense products. The ideal candidate will be a strong communicator, possess excellent organizational skills, be passionate, innovative, and responsive, partnering with the customers to drive win/win success for the customer and Digi SmartSense.

 

Preferred Locations: Boston, MA, Mishawaka, IN, or Hopkins, MN

Travel Requirements: Up to 25% travel

 

Our team is motivated to improve the world by providing real-time information that ensures medication and food safety. Help refine vision and strategy of the products. Collaborate with cross-functional teams, and act as the voice of the customer and partner together through the entire customer journey.

 

• Manage companies most strategic customers on their post-sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy
• Demonstrates product features beyond central functionality to help the customer achieve specific business results, aligned with desired goals.
• Meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy programs
• Instrumental part of the team driving best practices, new customer use cases
• Mentor and coach new team members on best practices, new use cases, industry trends.
• Create and execute a project management plan, providing awareness across the organization, driving both strategic and tactical initiatives.
• Analyze and resolve product adoption issues, escalate customer concerns and product needs appropriately
• Facilitate customer cadence calls, onsite and/or web trainings
• Drive quarterly steering committee agenda’s, partnering with sales, Executive Management and other resources to drive continued ROI

 

• Minimum of 5 years of experience in customer success, account management, client services, or a related field
• Proven track record of managing and growing client accounts in a fast-paced environment
• Excellent project management, communication, organization, and problem-solving skills
• Ability to manage multiple priorities and meet deadlines in a dynamic environment
• Proficiency in CRM software, project management tools, and MS Office (especially Excel and PowerPoint)
• Ability to effectively communicate to all levels of customers
• 2 years of experience in either the healthcare or food service industry
• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field

 

• Certification in Project Management (PMP, etc.)
• Previous SaaS/IoT experience is a plus
• Master’s degree

 

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 $81,000 – $126,500. 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 and reflects the cost of labor within several U.S. geographic markets. The specific salary offered within the range will depend on various factors including, but not limited to the candidate’s relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each position. Pay ranges are typically reviewed and updated annually.

At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.