Customer Success Manager

Job Details:

Job Location:

Richardson, TX 75082, Position Type:
Full Time, Education Level: 4 Year Degree, Travel Percentage:
Negligible, Job Shift: Day, Job Category:
Sales, CUSTOMER SUCCESS MANAGER

Customer Success Manager (CSM) owns the post-sale customer experience for a portfolio of system integrator partners and direct end-user accounts. This role is responsible for ensuring customers get lasting value promised during sales cycle of INS's products and services - from onboarding, order fulfillment and deployment support through renewals, expansion, and long-term account health.

CSM guides customers in adopting OEM hardware, software, subscription, support, and lifecycle services, identifies adoption barriers and coordinates actions to remove them.

Because INS operates a two-tier model, Customer Success Manager must be equally comfortable enabling a system integrator partner to succeed with their own end users, and managing a direct relationship where INS is the only vendor in the room.

This position collaborates with Customers, Sales, Order Management, Engineering, Renewals, Customer Support, Purchasing, Shipping, Delivery and INS’s OEM/manufacturer partners to resolve issues and protect the customer experience.

Customer Success Manager leads the formal handoff from Sales to Delivery, validating commercial scope, purchased entitlements, customer objectives, key stakeholders, success measures, risks, and next steps.

Customer Success Manager builds and maintains Customer Success Plans for assigned accounts, documenting customer business outcomes, technical use cases, success milestones, adoption actions, stakeholder maps, renewal dates, risks, and expansion hypotheses. This role establishes a governance cadence with customers, including onboarding sessions, regular success meetings and QBRs in partnership with account management.

The position is responsible to Identify cross-sell and upsell opportunities based on customer business priorities and demonstrated adoption needs.

The ideal candidate will have prior experience in Customer Success Management, Account Management, Sales Support or a similar customer and / or vendor facing role with a strong understanding of sales, fulfillment and contract renewal processes. This role requires customer relationship management, techno-commercial acumen, ability to think strategically and effectively manage conflicting priorities across a diverse account portfolio and vertical markets, strong verbal and written communication, and collaboration skills.

100% on site - INS HQ - Richardson, TX

• Own post-sale relationships for an assigned book of system integrator partners and direct end-user accounts, serving as their primary point of contact for account health, escalations, and strategic needs.
• Build a clear understanding of each account's business, technical environment, and vertical market (e.g., Oil & Gas field deployments vs. Retail store rollouts vs. Water/Wastewater SCADA networks) to tailor engagement accordingly.
• For system integrator partners, understand and support their end-customer relationships, helping them succeed with their own clients rather than managing those end users directly.
• Conduct regular business reviews with key accounts to assess satisfaction, usage, and upcoming needs, identify risk of churn early and drive resolution.

• Guide new system integrator partners and end-user customers through onboarding, ensuring they understand INS's products, ordering process, support resources, and OEM partner ecosystem.
• Partner with Engineering and Services teams to support smooth deployment of solutions, ensuring customers achieve the outcomes they purchased for uptime,…