United States onlyThis is a remote position.
Embrace Industrial Group serves some of the largest manufacturers in the world, including the Top 8 of 10 Chemical, Top 3 of 10 Automotive, and Top 3 of 5 Oil and Gas companies, Higher Education, as well as leading Heavy Machinery and Food manufacturers.
Radiant is a next-generation IoT platform under the Embrace umbrella, focused on enterprise-grade asset tracking. Our technology empowers organizations to manage and monitor critical and mobile assets in real time—boosting visibility, accountability, and operational efficiency, all while requiring minimal IT infrastructure.
We are seeking a SeniorCustomer Success Managerto support and strengthen our customer success function. This role is focused on delivering exceptional customer experiences, driving product implementation, adoption, and supporting retention and growth within our customer base. The Specialist will work closely with customers, leadership, and internal teams—including Sales, Product, and Engineering—to ensure customers achieve measurable value from Radiant’s solutions. This is a highly customer-facing, execution-oriented role ideal for someone who enjoys building relationships, solving problems, and helping customers succeed throughout their lifecycle.
Key Responsibilities
Customer Engagement & Support
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.
Onboarding & Adoption
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.
Customer Health & Retention
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.
Feedback & Continuous Improvement
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.
Revenue Growth Support
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.
Cross-Functional Collaboration
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.
Familiarity with the Manufacturing or Industrial sector is preferred, with the ability to explain technical concepts in clear business terms.
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.
Bachelor’s degree in Business, Engineering, or a related field is preferred.
Benefits
- Competitive salary commensurate with experience.
- Opportunities for career advancement and professional development.
- Experience collaborating with a diverse, global team within a remote work setting.
- Comprehensive Health Benefits to support your wellbeing and peace of mind.
- Employer contributions to your 401(k)/RRSP
CA and US only