Customer Success Manager

About the role

The Customer Success Manager is responsible for establishing and leading the new Mission Communications' Customer Success function, unifying technical support, order entry, proactive customer outreach, and high-touch service for strategic customer accounts. This role architects the post-sales customer experience, builds and develops high-performing teams, and implements metrics-driven practices that drive customer satisfaction, retention, and revenue growth.

Responsibilities

• Build and lead the Customer Success function, integrating technical support, order entry, proactive outreach, and strategic/high-touch customer initiatives.
• Develop the vision and strategic plan for customer success focused on adoption, retention, and growth across Mission’s customer base.
• Define and own key performance indicators (KPIs) such as customer health scores and retention rates and manage real-time dashboards and reports to monitor performance.
• Optimize the Technical Support function for rapid resolution of supervisory control and data acquisition systems (SCADA), programmable logic controller (PLC), human-machine interface (HMI), and telemetry issues.
• Implement and leverage ticketing and customer relationship management (CRM) systems to ensure accurate data capture and seamless coordination with Field Services on complex cases.
• Oversee Order Entry operations, ensuring accuracy and seamless handoffs from Sales through fulfillment.
• Design and execute proactive customer engagement programs, onboarding, and business review cadences for key accounts.
• Develop and manage a high-touch service approach for strategic accounts, including dedicated resources, executive engagement, and tailored success plans.
• Recruit, lead, and develop a high-performing team spanning Technical Support Specialists, Order Entry Coordinators, and Customer Success staff, fostering a culture of customer focus and continuous improvement.
• Implement and maintain support playbooks, knowledge base content, escalation procedures, and service level agreements (SLAs).
• Use predictive analytics and other data-driven methods to identify at-risk accounts and expansion opportunities; present insights to executive leadership.
• Drive product adoption, training initiatives, and customer advocacy programs that increase customer value realization.
• Provide coaching, mentorship, performance management, and professional development opportunities to team members.
• Collaborate cross-functionally with Sales, Engineering, and Field Services to ensure a cohesive, end-to-end customer experience.

Requirements

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related technical field.
• 7 years in technical customer-facing roles, preferably within an industrial, utilities, or technology environment.
• At least 5 years in a team leadership role of 10+ people, across multiple functional areas.
• Proven ability to define KPIs, build dashboards, and use data for strategic decisions.
• Extensive experience with CRM systems (Salesforce, HubSpot) and analytics tools (Gainsight, Tableau, Power BI).
• Deep expertise in SCADA systems.
• Proficiency with standard business tools such as Microsoft Office (Excel, Word, Outlook, Teams).
• Familiarity with industrial protocols (Modbus, DNP3, OPC), SCADA security, and IT/OT convergence.
• Strong written and verbal communication skills, with the ability to translate technical information into clear, customer-friendly language.
• Understanding of SaaS revenue models, ARR/MRR, churn, and net revenue retention.
• Prioritized ability to prioritize, delegate, and manage multiple workstreams simultaneously.
• Strategic thinker with entrepreneurial mindset and ability to build scalable processes.
• Experience building or refining customer communication standards, outreach programs, or customer experience initiatives.

Qualifications

• MBA or Engineering Management degree (preferred).
• Familiarity with the water and wastewater industry, lift stations, and telemetry, or similar industrial environments.
• Hands-on experience with RTUs, PLCs, HMIs, and industrial automation or IoT-based monitoring platforms.
• Experience with RTUs, PLCs, telemetry, or IoT-based monitoring platforms (preferred).