Customer Success Manager IoT, SaaS

Overview

Our client is a leader in Payments, Cashless Transactions, Self-Service, Unattended Retail and Vending.

A Customer Success Manager (CSM) is a product expert who supports customers as they transition from sales prospects to active users.

Your Key Responsibilities Will Include:

Revenue retention, timely response to customers, and training education and support of the customers

• Happy to engage with customers both proactively and reactively, and maintain friendly and productive relationships with them
• Willing and able to enter a long-term learning process of our product – probably as at least 2 years to be regarded as “competent” in a complex and large system
• Be systems literate, and “data literate” ie capable and confident of understanding the data driven rules of our product. Comfortable; with Excel data table checking and manipulation
• Work from the office in Newton, MA 02459. 5 days / week normal business hours

• Experience supporting SaaS, technology-enabled products, or B2B services.
• 1-7 years of experience in Customer Success, Account Management, Sales Support, Client Services, or a related customer-facing role.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Comfortable working cross-functionally with sales and internal teams.
• Exposure to CRM platforms (e.g., Salesforce, Hub Spot) and customer success tools.
• Interest in consultative selling, customer enablement, or revenue expansion.
• Experience conducting basic product demos or customer training sessions.
• Strong written and verbal communication skills.
• High level of organization, attention to detail, and follow-through.
• Bachelor’s degree or equivalent professional experience.