This is a Fully Remote Job
About Our Client:
The organization operates in the Internet of Things (IoT) sector, providing a Connected Operations Cloud platform that enables companies with physical operations to harness IoT data for actionable insights. It serves industries critical to the global economy, including agriculture, construction, field services, transportation, and manufacturing, aiming to improve safety, efficiency, and sustainability at scale.
About the Opportunity:
The MANAGER II, CUSTOMER SUCCESS will lead a team managing a high-volume portfolio of mid-market and large commercial customers. This role focuses on enhancing renewal outcomes by improving team effectiveness through program development, automation, and coaching. It involves owning the customer engagement model and setting standards for scale customer success, contributing significantly to customer retention and expansion.
Responsibilities:
Develop and implement segmentation strategies for customer service tiers and engagement models
Drive customer retention as a core operating objective
Collaborate with Sales to support account growth
Guide CSMs to increase product adoption
Hire, develop, and manage a team of CSMs overseeing 100+ accounts each
Enhance team productivity using AI, automation, digital programs, and tools
Promote AI-powered workflows and tool adoption
Identify and mitigate customer risk using data insights
Work cross-functionally with Sales, RevOps, Marketing, Product, and Business Technology
Provide leadership in critical customer escalations and team coverage
Requirements:
Minimum 5 years in Customer Success or Account Management
At least 2 years managing CSMs or similar roles with large portfolios
Experience building or redesigning scalable customer success models with measurable retention or expansion results
Demonstrated ownership of retention and expansion outcomes
Strong analytical skills for data-driven decision making
Ability to lead through ambiguity and fast growth in a high-volume setting
Pay Range and Compensation Package:
The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.
Equal Opportunity Statement:
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.