Customer Success Representative

Overview

At TiPS, Customer Success is not a tech support function and it is not an administrative role. This position exists to ensure our customers continue to realize real, measurable value from our software and services and to make sure we see risk or opportunity long before revenue is ever at stake.

This is a customer-facing, revenue-impacting role for someone who enjoys understanding how customers actually operate, asking smart questions, and turning insight into action. You will own relationships within our existing customer base and play a direct role in retention, renewals, and expansion. If you are energized by helping customers win, spotting problems early, and being trusted with meaningful responsibility, this role is built for you.

This is a full‑time, in‑office role based at our TiPS office in Georgetown, Texas. Customer Success at TiPS is highly collaborative and relationship‑driven. Being in the office allows for faster learning, tighter coordination with sales, support, and leadership, and better outcomes for our customers. Remote or hybrid arrangements are not available for this position.

Candidates must be able to work from our Georgetown, TX office on a daily basis from 8:00am – 5:00pm unless adjustments are needed to meet customer needs.

You will be the primary proactive point of contact for a set of existing TiPS Log Mate customers.

In practice, that means:

• Leading structured customer check-ins, value reviews, and Log Mate software training conversations
• Becoming an expert user of Log Mate
• Making sure customers understand, adopt, and benefit from TiPS alarm management solutions
• Identifying early signs of disengagement, low usage, or risk before they become issues
• Owning support agreement renewal conversations and ensuring customers renew because the value is clear
• Surfacing opportunities for enhancements, services, or training based on real customer needs
• Partnering with senior sales and leadership when expansion opportunities are identified
• Capturing meaningful customer insight and feeding it back to the broader team

You are not expected to have all the answers, but you are expected to notice patterns, ask thoughtful questions, and take ownership. This role is for someone who is willing to always be learning and improving.

In this role, success means:

• Customers are engaged, informed, and confident in the value they receive from TiPS
• Renewals are predictable and rarely surprising
• Expansion opportunities come from understanding customers, and providing value not pressure tactics
• At-risk accounts are identified early and addressed deliberately
• Internal teams trust your judgment about customer health

This role is a strong fit for someone who:

• Enjoys building professional relationships and earning trust
• Is naturally curious about how customers operate and make decisions
• Is comfortable having value-based conversations, not just transactional ones
• Is tech-savvy, and able to train customers on how to use our software
• Can balance customer advocacy with commercial responsibility
• Notices details, patterns, and early signals others often miss
• Is organized, accountable, and follows through
• Is willing to do what it takes to help the customer be successful

You do not need to be a high-pressure seller. You do need to be thoughtful, proactive, and reliable.

• Four or more years of experience in customer success, inside sales, account management, or a similar customer-facing role.
• Consistent Quota Attainment and/or Over-attainment
• Comfortable working in a recurring-revenue or renewals-based environment
• Strong communication skills, especially in one-on-one customer conversation
• Ability to document and track customer activity in a MS Dynamics CRM
• Tech-savvy (Strong knowledge of MS Office, Computer Software)
• Four year Bachelor’s degree and/or comparable experience is required or Associates degree and experience in process automation software and service sales or 5 years or more of experience in inside sales process automation software and services.

TiPS is a focused, high-impact…