Note: The job is a remote job and is open to candidates in USA. FastSensor is seeking a Customer Success Manager for Events to own post-sale customer continuity from contract through onboarding, deployment, live-event support, insight delivery, adoption, retention, and expansion identification. The role manages customer relationships, translates objectives into requirements, coordinates cross-functional delivery, supports events, provides product guidance and training, and identifies retention and growth opportunities.
Responsibilities
- Participate in defined pre-signature reviews for complex opportunities, partnering with Sales before final handoff
- Validate customer objectives, measurement requirements, deliverables, success criteria, and potential scope or feasibility risks
- Diplomatically flag incomplete or unworkable scope before contracts are finalized
- Own the post-sale transition from signed contract through active deployment, setting clear expectations on timelines, deliverables, responsibilities, and success criteria
- Translate customer business questions, booth design, measurement priorities, reporting expectations, and success criteria into a complete internal project brief
- Coordinate with Operations and Project Managers on deployment planning and requirements handoff, maintaining ownership of customer context and communication while Operations and Project Management own technical deployment execution
- Serve as the primary customer-facing lead during active events
- Provide timely updates, respond to customer questions, and manage expectations regarding preliminary versus quality-approved deliverables
- Coordinate internal issue resolution with Operations and technical teams in real time and escalate risks appropriately
- Partner with Data Products and Quality teams to translate findings into clear business implications, recommendations, and next steps for the customer
- Develop fluency across FastSensor reporting and measurement products to confidently guide customers through findings and appropriate product use cases without owning analytical production
- Deliver product consultations, live demonstrations, and tailored training sessions to maximize customer understanding and adoption
- Identify and qualify retention, expansion, and multi-event opportunities by reviewing customer usage, progress against goals, and evolving needs
- Partner with the appropriate Strategic Account Manager or commercial owner to transition and advance qualified renewal and expansion opportunities
- Lead product alignment conversations, guiding customers toward the configurations and use cases that best fit their goals
- Build and maintain trusted, long-term customer relationships through proactive communication, regular check-ins, and business reviews focused on customer health, satisfaction, adoption, and future needs
- Serve as the primary post-sale point of contact for customer questions, escalations, and strategic product conversations
- Partner closely with Product on solution design, configuration decisions, and roadmap feedback, acting as the voice of the customer by systematically documenting and sharing customer needs and product feedback
- Work across customers, agencies, vendors, and internal teams, including Operations, Project Management, Data Products, Product, and Quality, to ensure a seamless and consistent customer experience
- Maintain accurate account records in the CRM and escalate risks or blockers promptly
- Contribute to scalable customer success processes, onboarding materials, guides, best practices, and playbooks
Skills
- 3+ years of experience in customer success, account management, solutions consulting, implementation, or another consultative customer-facing role
- Experience translating customer objectives into documented technical, operational, or analytical requirements
- Experience identifying risk and diplomatically challenging incomplete or unworkable scope
- Experience presenting analytical findings, product guidance, or business recommendations to customers
- Demonstrated ability to manage multiple concurrent, deadline-driven customer projects with strong attention to detail
- Experience working across customers, agencies, vendors, and internal technical teams
- Excellent verbal and written communication skills, including the ability to present data-driven insights and guide product conversations with diverse audiences
- Proven ability to build trusted customer relationships, identify growth opportunities, and support retention
- Comfort with technology and the ability to quickly learn new software platforms and tools
- Background in solutions engineering, technical or consultative sales, or a sales-engineer capacity
- Experience supporting hardware deployments, IoT products, or sensor-based technologies
- Familiarity with CRM platforms such as HubSpot and customer success tools such as Gainsight or ChurnZero
- Background in data visualization or analytics reporting
- Experience in trade shows, events, experiential, or retail environments
- Visual-spatial awareness, including comfort interpreting booth renderings, floor plans, or physical environments
- Based in Illinois or the Central time zone, or able to maintain significant overlap with the Chicago-based Operations team
Company Overview