Note: The job is a remote job and is open to candidates in USA. Digi International is a company using Internet of Things (IoT) solutions to help organizations maintain compliance, enhance safety, and improve operations. The Account Services Manager I serves as the primary post-sale partner for Digital/Tech-Touch customers, driving adoption, retention, renewals, growth, and advocacy through SmartSense and Jolt tools, automation, and cross-functional collaboration.
Responsibilities
- Guide Level 4 customers through their full post-sale journey—driving adoption, securing renewals, and building advocacy
- Own and exceed KPIs across adoption, upsell, renewal, and customer advocacy
- Lead the end-to-end customer operations process, from onboarding through ongoing value delivery
- Champion best practices and uncover new customer use cases that expand platform value
- Partner cross-functionally to support and accelerate the evolution of the SmartSense & Jolt solutions
- Build and execute project plans that align stakeholders and advance both strategic and tactical priorities
- Manage a dynamic workload with discipline—staying organized and responsive across customers with vastly different needs
- Identify and resolve adoption blockers, escalating customer concerns to the right internal teams with urgency and clarity
- Serve as the voice of the customer—advocating for their needs across every stage of the journey
- Continuously optimize the customer environment to ensure it delivers measurable, lasting value
- Recommend process improvements that accelerate adoption and revenue while proactively surfacing and mitigating risk
- Capture and amplify customer success stories that differentiate SmartSense in the market
- Collaborate with Client Partners to surface and act on growth and expansion opportunities
- Work with Customer Success, R&D, and Operations to build a consistent, scalable process for triaging customer issues
- Feed the product roadmap by sharing customer pain points and prioritized enhancement requests with Product Management
- Partner with R&D and Data Operations ahead of releases to understand changes, provide feedback, and prepare customers for new functionality
- Use automation and A.I. to engage customers at scale and drive meaningful outcomes across the Digital/Tech-Touch segment
Skills
- High school diploma or equivalent
- Strong project management, communication, and problem-solving skills with sharp attention to detail
- Proven ability to juggle competing priorities and consistently meet deadlines in a fast-moving environment
- Proficiency in CRM platforms, project management tools, and MS Office (especially Excel and PowerPoint)
- Clear, confident communicator—equally effective with customers and internal stakeholders
- Candidates must have valid work authorization in the United States at the time of application
- Bachelor's degree or equivalent college credits
- Experience in a SaaS or IoT environment
- 2+ years working with customer success automation tools such as Totango or similar platforms
Benefits
- Short-term incentive program
- New hire stock award
- Paid parental leave
- Open (uncapped) PTO
- Hybrid work environment
- Competitive medical, health & wellbeing offerings
Company Overview