Customer Success Manager

Executive Summary: Customer Success Manager

Mesh Systems (“Mesh”) is seeking to hire a Customer Success Manager to play a pivotal role in managing and expanding our existing customer relationships by offering world-class IoT solutions across various industry verticals. The Customer Success Manager will concentrate on deepening relationships with current customers, ensuring their continued satisfaction, and identifying opportunities for growth within these accounts. This role requires a unique blend of skills in customer service, sales, and customer success. The ability to “quarterback” accounts and manage repeat sales cycles is crucial. This is a unique opportunity to collaborate daily with internal and external stakeholders at Fortune 500 companies and key partner organizations such as Microsoft. Travel is anticipated to be approximately 10-20% of your time.

The ideal candidate will possess a naturally curious, determined, and agile attitude. You will report directly to our Director of Business Development and will work alongside the Product, Engineering, and Marketing teams to optimize growth and boost client acquisition. You will play a key role in conveying innovative solutions clearly and concisely in both written and presentation formats to a diverse audience of technical and business-minded stakeholders and decision-makers. Above all, we’re looking for someone who thrives on building lasting relationships, loves delighting customers, and is willing to show grit to exceed our goals!

This position is full-time with a competitive salary, incentive compensation, and benefits. It is envisioned as a hybrid work environment based in Carmel, IN.

Job Responsibilities

• Proactively manage a portfolio of existing customers, focusing on customer retention, and identifying upsell and cross-sell opportunities
• Monitor and manage contract renewals with a keen eye on maintaining high retention rates while seeking opportunities to grow account value
• Quarterback the repeat sales cycle, from understanding customer needs to negotiating and finalizing opportunities
• Develop trusting relationships with your customers by displaying a thorough understanding of their unique needs
• Express knowledge of Mesh’s value proposition and engage with operational/engineering resources to meet and surpass customer expectations
• Coordinate (and sometimes travel to) pilot installations, collaborating closely with internal teams (hardware, software, application engineering) and customer stakeholders to ensure seamless deployment and user adoption
• Support end-users’ post-deployment, including authoring, reviewing, and maintaining user manuals, documentation, and training resources to maximize user engagement and product effectiveness
• Lead the creation of detailed proposals and engaging presentations for opportunities within your assigned portfolio of existing customers.
• Articulate the value of the proposed solution and be prepared for objections and follow-up questions
• Partner with internal key stakeholders (e.g. Sales Engineers, Technical Principals, etc.) to educate customers on Mesh’s IoT solutions and services
• In-depth research of industry-related topics including terminology/marketing language, go-to-market strategy, competitive landscape, technology roadmaps, and partner ecosystem
• Maintain accurate and up-to-date records of sales activities, pipelines, and forecasts in CRM system
• Express a creative and entrepreneurial tenacity with a strong aptitude to learn something new every day

• Bachelor’s degree in a Business or Computer Science related field
• 3-5 years of previous success in technology-related sales and/or account management
• A keen interest in Emerging Technology, AI tools, and Innovation
• Ability to work in a fast-paced environment
• Organizational and time management skills
• Proficient computer skills, specifically Microsoft Excel, Word, Outlook, ChatGPT (or equal), and PowerPoint
• Excellent written and verbal communication skills, with the ability to comfortably interact at an executive level
• Travel as required

NO AGENCY APPLICATIONS ACCEPTED

About Mesh Systems

Mesh Systems is an Internet of Things (IoT) Solutions Software and Services company that helps enterprises achieve digital transformation. With nearly 20 years of experience working with Fortune 500s and industry leaders, Mesh Systems has IoT engineering competency across hardware, software, wireless technologies, and cloud services. We have been regularly awarded as one of the most innovative companies in the IoT ecosystem. Our consistent growth and success have earned us a place on the Inc. 5000 list five times, and we were recently named to the Deloitte Technology Fast 500 for the second time. In 2024, we received recognition as a “Best Places to Work” company by the Indiana Chamber (again), along with two Mira Award nominations for Exceptional Employer and Scale-Up of the Year. As a sales-driven, partner-led organization, we continuously seek to drive value and maximize the benefits of IoT & AI for the enterprises we serve. Our commitment to innovation, customer success, and fostering a collaborative culture sets us apart as a leader in the industry.

Working at Mesh has its perks!

Salary, company bonus, medical, dental, vision, cyber security, and pet insurance, wellness benefit, 401k plan with match, flexible work from home, 2 weeks annually ability to work anywhere in the world, parental leave, growth and development opportunities, flex-time off, volunteer time off, company paid life insurance, Friday Lunch & Learns, and unlimited snacks, fruit, coffee, and sodas!

Equal Opportunity Employer

Mesh Systems is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Our goal is to employ a diverse mix of talented people who want to come, to stay and do their best work.