Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the main technical contact for B2B and enterprise clients.

• Assist clients with post-sale processes including setup, unit activation, cellular configuration, app setup, and platform navigation.

• Oversee the logistics of enterprise trials, encompassing unit provisioning, technical configurations, unit shipping, and platform demonstrations.

• Perform regular check-ins with customers to monitor unit performance, evaluate progress, and discuss future monitoring requirements.

• Monitor account health indicators, hardware usage patterns, subscription renewals, and reorder cycles.

• Report account performance to management.

• Identify opportunities for account expansion and connect clients with Regional Sales Directors or Account Executives.

• Collect customer feedback and relay product enhancement suggestions to internal teams.

• Collaborate with sales, support, and product development departments.

• Facilitate training sessions, workshops, and product presentations.

• Create customer success playbooks, setup manuals, and onboarding resources.

• Address customer escalations and ensure resolution of technical or service-related issues.

• Manage customer lifecycle processes and identify opportunities for process optimization.

⛳️ Requirements

• Bachelor’s degree in Business, Marketing, or a related discipline.

• Over 3 years of experience as a Customer Success Manager, Account Manager, or Technical Support Lead in B2B hardware, IoT, commercial security, surveillance, construction site technology, or B2B SaaS settings.

• Demonstrated success in managing customer onboarding, retention initiatives, enterprise accounts, and pilot trial programs.

• Capability to analyze usage data, unit activity statistics, and account trends.

• Strong communication, negotiation, and interpersonal abilities.

• Proficient in resolving complex customer escalations and establishing long-term relationships with site managers and executives.

• Outstanding organizational and time management skills.

• Ability to handle multiple accounts simultaneously in a fast-paced, goal-oriented environment.

• Practical problem-solving abilities with a proactive, solution-focused attitude.

• Proficient in CRM platforms such as HubSpot or Salesforce.

• Experienced with customer success tools like Gainsight or ChurnZero.

• Applications are not accepted from candidates residing in Alaska, Connecticut, Delaware, Massachusetts, New Mexico, or South Dakota.

🏝️ Benefits

• Competitive salary.

• Performance-based bonuses.

• Opportunities for professional development.

• Medical, dental, and vision insurance.

• Life insurance coverage.

• Disability insurance.

• Generous paid time off.

• Pregnancy leave.

• Parental leave.

• Military leave.

• "Hunting Holidays" for outdoor pursuits.

• 401(k) plan managed by the company.

• Flexible remote work options.

• Employee discounts.

• Complimentary camera equipment.

• Company-sponsored outdoor excursions.

• Involvement in community projects.

• Monthly "TactaValor Awards" to recognize exceptional performance.