Customer Success Manager

Airwave is a company that sells AI smart glasses to industrial field-service companies. The Customer Success Manager will orchestrate product rollouts, manage stakeholder relationships, and ensure the deployment delivers value to customers by understanding their needs and operational requirements.

Responsibilities:

• Orchestrating the rollout. You sequence the branches, run the cadence, track progress against the KPIs everyone agreed to, and keep the deployment on plan. When something slips, you see it first and keep it on track
• The operational engine. You run onboarding, scheduling, and coordinate the ride-alongs. The moving parts of a branch-by-branch rollout are yours to keep in motion
• The stakeholder relationship. You're the seat across the table from the customer's operational excellence lead. You run the weekly call, show the data, and hold that room
• Use case mapping. You do this before the ink dries on the contract. You embed with the customer ahead of the close, dig into how their technicians actually work and what systems run their business, and design the deployment around what you find instead of a template
• The product expert. You become the deepest expert on our product outside the core team. You can answer any question about what it does and how to make it fit the customer's world. You push the product into places we haven't tried, and when a customer wants to see it, you're the one who runs the demo
• The business case. Nobody is closer to the customer than you. You understand their value needs inside-out and you’re the one instrumenting the deployment to deliver it
• The playbook. You aren't running a process someone handed you, you're building one. Every deployment sharpens it. You pattern-match, how these businesses operate, where the value tends to hide, what makes adoption stick, and each one makes you faster and more effective on the next. Done right, the playbook you build becomes the one the rest of the team runs on
• The expert bench. You pull the right trade expert in when an account in their discipline needs credibility on a call or a ride-along
• You're how we learn what to build. You're the closest person in the company to how the product performs in the field, and that makes you our feedback loop. The needs that surface again and again across accounts, the use cases customers invent that we never pitched, the shifts you see in the market before anyone else does, you carry all of it back to product and engineering

Requirements:

• Customer-facing work in solutions engineering, implementation, customer success, or deployment at a field-service, industrial, or enterprise software company
• AI-forward. You already work this way, and someone slow to adopt fails in this seat and in this company
• Presence with senior operators. You hold your own with someone who runs programs for a living and outranks you in the room
• You learn a product fast and deep, and you've gotten real outcomes to production in messy environments where no one cleared the path for you