Account Services Manager II (Mishawaka, IN - Hybrid)

IIoT Devices and Services for M2M Networking•Mishawaka, IN

2d•Hybrid

About The Position

Join a high-performing, tight-knit team at a fast-growing company using the Internet of Things (IoT) to transform how organizations maintain compliance, enhance safety, and reimagine operations. SmartSense by Digi is trusted by some of the world’s most recognizable brands including CVS Health, Walgreens, Walmart, McDonald’s, Jack in the Box, Hartford HealthCare, and Children’s Minnesota to protect their operations and the people they serve. We’re looking for team-oriented change agents who want to help shape the future of IoT. This position will be located in Mishawaka, IN (Hybrid). As a Customer Success Manager, you will own the post-sale relationship for a portfolio of small-to-mid-market accounts across verticals like foodservice, QSR, healthcare, and beyond. This is a relational role. You will be the primary point of contact for your customers: driving adoption, securing renewals, and building the kind of trust that turns customers into long-term advocates. This role requires both depth and scale. You will know when to go deep with a customer and when to manage efficiently using AI tools, automation, and strong prioritization to stay ahead of your book without letting anything fall through the cracks. You are not waiting for customers to come to you. You are already there.

Requirements

2+ years of experience in customer success, account management, or a related client-facing role
Demonstrated ability to manage and grow customer relationships in a fast-paced environment
Strong prioritization skills — you know how to triage a large portfolio and make smart decisions about where to invest your time
Proactive engagement mindset — you create touchpoints, you don't wait for them
Comfortable working at scale using AI tools, automation, and customer health platforms such as Totango as part of your daily workflow
Proficiency in CRM and CS platforms is a strong plus
Excellent written and verbal communication skills
Bachelor's degree in Business, Communications, Marketing, or a related field or equivalent
Willingness to travel approximately 25% of the time to build customer relationships
Hybrid availability in or around Mishawaka, IN
Must have valid work authorization in the United States at the time of application. Visa applications of any kind will not be considered.

Nice To Haves

Experience in foodservice, QSR, healthcare
Familiarity with IoT or SaaS platforms

Responsibilities

Manage mid-market and SMB customers on their post-sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy
Build multi-threaded relationships within customer organizations — not just a single contact
Conduct proactive outreach cadences: don't wait for customers to surface problems, find them first
Travel to key customers (~25% of the time), especially early in relationships, to build trust and deepen engagement
Manage a large, dynamic book of business with discipline — knowing when to go deep and when to manage at scale
Monitor customer health signals and use data to drive proactive intervention before churn risk escalates
Leverage AI tools and automation to engage customers efficiently across a high-volume portfolio
Maintain accurate and timely records in Totango and CRM platforms — your documentation is your playbook
Meet and exceed KPIs across adoption, retention, renewal, and customer advocacy
Partner with Sales to surface expansion and upsell opportunities within your book of business
Collaborate with Marketing and Product to share customer feedback, amplify success stories, and influence the roadmap
Serve as the voice of your customers internally — advocate for their needs with clarity and urgency
Coordinate with internal teams to resolve adoption blockers and escalate issues appropriately
Identify and document customer use cases that can be leveraged across the broader CS team