Note: The job is a remote job and is open to candidates in USA. SkySpecs is seeking a commercially aware Customer Success Manager to manage a portfolio of SaaS customers and drive measurable value from the Horizon platform and related products. The role owns account health, adoption planning, success plans, QBRs, value realization, retention risk escalation, and qualified expansion signals while partnering with Account Executives and internal resources.
Responsibilities
- Maintain account health scores across your portfolio; proactively identify and escalate accounts at risk of churn or contraction throughout their lifecycle
- Builhttps://app.breezy.hr/app/c/skyspecs/positions/new/description#d and maintain multi-threaded relationships within customer organizations. This is not just the day-to-day contact, but economic buyers and operational stakeholders The Customer Success Manager must understand the customer’s actual operating workflow well enough to connect Horizon usage to measurable business outcomes.
- Lead structured QBRs that demonstrate measurable value delivered against the customer's KPIs. For strategic or renewal-sensitive accounts, QBRs should be planned jointly with the AE. The Customer Success Manager owns the value narrative, adoption data, health insights, and success-plan progress; the AE owns commercial positioning and next-step commercial motions
- Own the customer's success plan from onboarding handoff through the full contract lifecycle, updating it as the customer's priorities evolve. Build and maintain a customer-specific value narrative that connects Horizon usage, workflow improvement, and operational outcomes to the customer’s stated business objectives
- Partner with the AE to ensure customers arrive at renewal conversations with value already clearly established. Surface risk signals early; do not let churn become visible only at renewal
- Develop and execute adoption plans tailored to each customer's contracted scope, workflows, and success metrics
- Track feature utilization against contracted scope; identify underutilized capabilities and create targeted enablement plans to close the gap
- Understand the customer's broader systems architecture (ERP, CMMS, SCADA) and coordinate with SMEs and integration specialists to remove technical blockers to adoption (to be tracked in SalesForce or other platform)
- Establish and track customer-specific KPIs (e.g., turbines monitored per engineer, inspection-to-repair cycle time) and use these as the basis for ongoing success conversations (to be tracked in SalesForce or other platform)
- Serve as the customer's internal advocate by coordinating with SMEs, TPMs, and product resources on the customer's behalf without owning technical execution directly
- Triage customer issues and escalations: resolve what you can, route what you can't, and always close the loop with the customer on outcomes
- Participate in the implementation-to-CS handoff for new accounts
- Contribute field insight back to Product via structured feedback loops like patterns in adoption friction, recurring feature gaps, and competitive intelligence
- Customer Success Managers have authority to escalate customer risks to Revenue, Product, Delivery, and Executive leadership when account health, adoption, renewal confidence, or customer trust is materially at risk
- Identify and qualify expansion signals within the portfolio, including new asset classes, additional product lines, and TEI upgrade opportunities, then pass qualified opportunities to the AE with relevant customer context, business rationale, and timing
- Do not own expansion or renewal commercials. Do own the customer relationship and customer health that makes those conversations possible
- Contribute to account planning sessions with AEs on strategic accounts; provide relationship and health context that informs the commercial strategy
- Quarterly Business Reviews (QBRs): A minimum of one in-person QBR per account per year; two per year for strategic accounts ($500K+ ARR)
- New account onboarding: On-site presence at the implementation-to-CS handoff and at go-live milestones. First impressions in complex industrial accounts are set in person
- At-risk account recovery: When an account health score trends red or an escalation requires executive-level engagement, on-site response is expected. Remote management of at-risk relationships is not sufficient
- Strategic account planning: Joint on-site visits with the AE on accounts approaching renewal or where expansion signals have been identified. The CUSTOMER SUCCESS MANAGER provides relationship context; the AE leads the commercial conversation
- Travel should not substitute for a scalable account management model. Routine check-ins, standard training sessions, and product Q&A are managed remotely. On-site time is reserved for high-value relationship moments that cannot be replicated over video
Skills
- 5+ years in Customer Success, Account Management, or a commercially-oriented post-sales role within a SaaS or analytics-driven environment
- Demonstrated experience managing a portfolio of accounts with measurable retention and adoption outcomes
- Experience working alongside Account Executives in a land-and-expand model. Understands where CS ends and commercial ownership begins
- Commercially literate: understands GRR, NRR, churn mechanics, and how CS activity connects to revenue outcomes
- Confident facilitating executive-level QBRs without a technical resource in the room for standard accounts
- Analytical: able to build and interpret account health dashboards, adoption metrics, and customer KPI benchmarks using tools such as CSP SaaS, Salesforce, Power BI, or similar
- Strong written and verbal communication; able to translate technical complexity into business language for operator-level stakeholders
- Organized across a portfolio by using playbooks, templates, and structured cadences rather than reinventing the approach per account
- BA/BS in Business, Engineering, or a technical/analytical field. Relevant experience may substitute
- This role requires approximately 20% travel (roughly 4 days per month) as possible
- This role may be remote or located in the SkySpecs Ann Arbor headquarters, depending on candidate location and preference. Remote applicants will be expected to attend team meetings primarily in the US Central timezone
- This position does not offer financial support for relocation
- Applicants must be currently located in the United States and legally authorized to work in the United States for this employer now and in the future, without the need for visa sponsorship. We are unable to sponsor or take over sponsorship of employment visas at this time
- Exposure to energy, utilities, asset-intensive industries, or infrastructure software is strongly preferred
Benefits
- This role may be remote or located in the SkySpecs Ann Arbor headquarters, depending on candidate location and preference.
- Position is eligible for variable compensation plan
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