Customer Success Manager (Hopkins, MN or Mishawaka, IN areas

Customer Success Manager

Particle by Digi business unit a part of Digi International and is the leading platform for building and scaling connected products. Companies around the world, from startups to Fortune 1000 enterprises, use Particle to power everything from smart appliances to industrial systems. Particle by Digi is the most widely used platform for building and scaling IoT products. Our platform powers hundreds of thousands of connected devices across more than 170 countries.

We are inspired by our mission to enable the next technological revolution and by the incredible products our customers build. Our culture is built on curiosity, collaboration, and a shared belief that great technology should empower people to create meaningful solutions. This position is US Based and is looking for candidates in or around Mishawaka, IN or Hopkins, MN.

Position:
Our Customer Success team sits at the center of these relationships. We partner closely with customers to ensure they achieve their business outcomes, scale their connected fleets, and grow their partnership with Particle over time. As a Customer Success Manager, you will own the post-sale relationship for a portfolio of accounts. You'll guide customers from initial deployment through production scaling, drive retention and expansion, and serve as the primary point of accountability for customer outcomes s is a role for someone who is building their enterprise CS career: you have a strong foundation in customer relationships and commercial motions, and you're ready to take on greater ownership, develop technical fluency, and grow alongside a world-class CS team.

What You Will Do:

• Own the post-sale success of a portfolio of enterprise customers, driving retention, renewal, and growth
• Build deep, multi-threaded relationships across customer organizations — from technical teams to executive sponsors
• Lead Executive Business Reviews (EBRs) that connect customer outcomes to the value delivered by the Particle platform
• Proactively monitor customer health signals and intervene early when risk is identified
• Manage device inventory and demand planning for customers scaling their connected fleets
• Discover expansion opportunities within accounts and act as an internal lead source for new ARR
• Handle commercial motions post-sale: additional order forms, contract modifications, and accounts receivable follow-up
• Collaborate closely with Solutions Architects, Technical Account Managers, Sales, and Finance to deliver seamless customer experiences
• Represent the voice of the customer internally and help shape how Particle supports enterprise accounts at scale
• Contribute to the development of CS playbooks, onboarding frameworks, and operational best practices

Who You Are and

What You Bring:

• 5+ years in a customer-facing role such as Customer Success, Account Management, or enterprise
• Demonstrated track record of owning renewals and driving net revenue retention in a B2B SaaS or platform environment
• Experience managing a portfolio of enterprise accounts with complex, long-term relationships
• Strong commercial instincts — comfortable discussing contracts, pricing, and expansion motions with customers
• Excellent communication skills with the ability to connect business value to technical outcomes for diverse audiences
• Ability to operate with high autonomy and manage competing priorities across a large account portfolio

Desired But Not

Required:

• Experience with industrial IoT, manufacturing, or device-centric businesses
• Background in a company with a hardware or physical product component
• Familiarity with the Particle platform or similar connected device ecosystems
• Experience building or contributing to CS playbooks, health scoring models, or onboarding programs

What Success Looks Like:

• In your first 1–3 months, develop a strong understanding of the Particle platform, customer segments, and the CS operating model
• Shadow experienced CSMs on customer calls, EBRs, and renewal motions
• Build relationships with your initial account portfolio and establish a regular communication cadence
• Learn how to navigate internal tools, CRM, and the commercial processes that support the CSM role
• In your first…