Associate Customer Success Manager

Embrace Software • Austin, TX

1d • Remote

About The Position

Embrace Industrial Group serves major manufacturers across the chemical, automotive, oil and gas, heavy machinery, and food industries. Radiant is a next-generation IoT platform for enterprise-grade asset tracking, helping organizations monitor critical and mobile assets in real time while improving visibility, accountability, and operational efficiency with minimal IT infrastructure.

The Associate Customer Success Manager works at the intersection of technical delivery and customer relationship management. This role is the primary post-sale contact for a portfolio of enterprise and mid-market accounts, ensuring deployments proceed smoothly, customers adopt the platform effectively, and relationships are retained and grown over time. It combines hands-on technical work—including hardware configuration, deployment validation, and integration troubleshooting—with account management responsibilities such as QBRs, health reviews, renewal planning, and expansion. The role works closely with Solutions Engineering, Support, and Product to help customers realize measurable value from their Radiant deployment.

Requirements

• 2–3 years of experience in a post-sale, implementation, or technical customer-facing role at a B2B SaaS or IoT company.
• Comfort working with technical systems, including troubleshooting configuration problems, understanding hardware and software interactions, and explaining technical concepts clearly to non-technical audiences.
• Some track record of owning customer relationships and success metrics such as net revenue retention, retention, or time-to-value.
• Confidence running structured conversations with senior stakeholders, including QBRs and executive business reviews.
• Experience coordinating with Support or Engineering on time-sensitive issues, with sound judgment about when to escalate and when to resolve.
• Clear, organized communication skills and a bias toward documentation and structured follow-through.

Nice To Haves

• Hands-on experience with RFID, BLE, GPS, or other IoT hardware technologies.
• Background in manufacturing, automotive, oil and gas, or life-safety industries.
• Experience building or delivering customer training and enablement programs.
• Familiarity with Salesforce, Atlassian Suite (Confluence, Jira), and Google Suite.
• Strong Excel proficiency.

Responsibilities

• Manage hardware configuration, deployment validation, and device readiness for assigned accounts, coordinating with Solutions Engineering and Operations to ensure accurate, on-time delivery.
• Serve as the technical point of contact for product behavior questions, integration issues, and configuration requirements across assigned accounts.
• Triage and track account support requests, partner with Support on resolution, and identify patterns before they become escalations.
• Participate in customer onboarding, ensuring deployments meet technical requirements and end users are prepared for success.
• Own the post-sale relationship for a designated portfolio of accounts as the primary customer contact and internal advocate.
• Run quarterly business reviews and executive check-ins, turning account health data into clear narratives and actionable plans.
• Develop and execute renewal and expansion strategies, identify growth opportunities, and flag risks early.
• Deliver product training and enablement for new users and existing teams, focusing on adoption across the CALM and Life Safety product lines.
• Maintain accurate account records, health scores, and pipeline data in CRM and customer success platforms.
• Bring structured customer feedback to Product and Engineering to inform roadmap decisions.

Benefits

• Competitive salary commensurate with experience.
• Opportunities for career advancement and professional development.
• Experience collaborating with a diverse, global team within a remote work setting.
• Comprehensive health benefits.
• Employer contributions to a 401(k)/RRSP.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed