Customer Success Manager

What You'll Own

• Orchestrating the rollout.
  • Sequence the branches, run the cadence, track progress against KPIs, and keep the deployment on plan.
  • See issues early and keep the deployment on track.
• The operational engine.
  • Run onboarding, scheduling, and coordinate ride-alongs.
• The stakeholder relationship.
  • Seat across the table from the customer's operational excellence lead.
  • Run the weekly call, show data, and hold the room.
• Use case mapping.
  • Do this before contract ink dries.
  • Embed with the customer ahead of close, understand their business, and design deployment around findings.
• The product expert.
  • Become the deepest expert on the product outside the core team.
  • Answer questions and push the product into new areas.
  • Runs demos for customers.
• The business case.
  • Understand customer value needs inside-out and instrument the deployment to deliver it.
• The playbook.
  • Build a playbook based on each deployment.
  • Pattern-match on how businesses operate, where value hides, and what makes adoption stick.
• The expert bench.
  • Pull the right trade expert in for calls or ride-alongs.

Background

• Customer-facing work in solutions engineering, implementation, customer success, or deployment at a field-service, industrial, or enterprise software company.
• AI-forward mindset.
• Presence with senior operators.
• Ability to get real outcomes in messy environments without clear paths.

Compensation

$100-120K