Customer Success Manager

About the Role

Our company provides AI-powered smart glasses tailored for industrial field-service operations, assisting technicians responsible for maintaining HVAC systems, elevators, refrigeration units, and heavy machinery. These professionals face multiple demands simultaneously—from customers and dispatchers to office teams—and our product aims to enhance their efficiency without adding burden.

As a Customer Success Manager, you will ensure that each product deployment genuinely supports the technician's workflow. You will oversee the rollout from initial field deployment through full adoption, coordinating every branch and stakeholder to guarantee success.

Key Responsibilities

• Plan and manage rollout sequencing across locations, maintain cadence, and monitor progress against agreed KPIs, swiftly addressing any deviations.
• Oversee operational tasks including onboarding, scheduling, and coordinating ride-alongs to keep deployment moving smoothly.
• Build and maintain strong relationships with customer stakeholders, lead weekly calls to present data, and manage communications.
• Conduct use case analysis before contract finalization by immersing yourself with the customer to understand technician workflows and business systems; tailor deployment plans accordingly.
• Become the company's foremost product expert outside the core team, confidently answering all product-related queries and leading demonstrations.
• Understand the customer's business value drivers deeply and actively align deployment to deliver measurable outcomes.
• Continuously refine and develop deployment methodologies and playbooks based on operational learnings to improve efficiency and effectiveness.
• Engage relevant technical experts to provide credibility and expertise during specialized calls or ride-alongs.

Unique Role in Product Development

You will act as the primary feedback conduit between field deployments and the product/engineering teams, delivering insights from customer usage patterns, emerging use cases, and shifting market demands to shape future product roadmaps.

Required Background and Qualifications

• Experience in customer-facing positions such as solutions engineering, implementation, deployment, or customer success within field-service, industrial, or enterprise software sectors.
• Comfort operating with advanced AI technologies; a proactive adopter is essential for success.
• Ability to confidently engage with senior operators who have significant program responsibilities and authority.
• Demonstrated aptitude for rapidly mastering complex products and producing tangible, real-world outcomes in challenging environments without clear pre-defined paths.

Compensation

The salary for this position ranges from $100,000 to $120,000 annually.