Senior Customer Success Manager

Embrace Software Inc is a technology company focused on providing enterprise-grade asset tracking solutions. They are seeking a Senior Customer Success Manager to enhance customer experiences and drive product implementation, adoption, and retention within their customer base.

Responsibilities:

• Serve as a primary point of contact for assigned customers, building trusted relationships and ensuring ongoing satisfaction
• Actively engage with customers to understand their goals, challenges, and success metrics, and align Radiant’s solutions accordingly
• Provide proactive guidance and best practices to help customers maximize value from the product
• Support customer onboarding efforts to ensure smooth implementation and early success
• Monitor product usage and adoption trends, identifying opportunities to improve engagement and outcomes
• Assist customers in navigating features, workflows, and updates to drive deeper adoption
• Track customer health indicators, satisfaction metrics, and potential churn risks
• Escalate issues as needed and coordinate with internal teams to resolve customer challenges in a timely manner
• Contribute to retention strategies by identifying risks early and recommending corrective actions
• Gather customer feedback and insights and communicate them clearly to product and leadership teams
• Help translate customer needs into actionable recommendations that inform product enhancements and service improvements
• Participate in initiatives to improve customer success processes, documentation, and playbooks
• Partner with Sales and Account Management to support renewals and identify expansion opportunities within existing accounts
• Assist in identifying upsell or cross-sell opportunities based on customer usage, needs, and business objectives
• Work closely with Sales, Product, Engineering, and Support teams to align customer needs with internal priorities
• Ensure consistent communication and coordination across teams to deliver a seamless customer experience

Requirements:

• 5–8 years of experience in customer success, customer support, account management, or a related post-sales role
• Experience working with SaaS products and a solid understanding of driving customer value, adoption, and retention
• Strong verbal and written communication skills, with confidence interacting with a range of customer stakeholders
• Detail-oriented with strong organizational and time management skills
• Analytical mindset with the ability to identify trends, risks, and opportunities from customer data
• Proficiency with CRM tools (e.g., Salesforce, Zoho) and customer success metrics
• Ability to work independently while collaborating effectively with cross-functional teams
• Ability and willingness to travel to client locations as needed to support and execute solution deployments
• Familiarity with the Manufacturing or Industrial sector is preferred, with the ability to explain technical concepts in clear business terms
• Bachelor's degree in Business, Engineering, or a related field is preferred