Associate Customer Success Manager

Embrace Software Inc.•Austin, TX

2d•Remote

About The Position

Embrace Industrial Group serves major manufacturers across chemical, automotive, oil and gas, heavy machinery, and food industries. Radiant is an enterprise-grade IoT platform for real-time tracking and management of critical and mobile assets, designed to increase 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, supporting smooth deployments, effective platform adoption, and customer retention and growth. It combines hands-on hardware configuration, deployment validation, and integration troubleshooting with strategic account responsibilities such as quarterly business reviews, account health reviews, renewal planning, and expansion. The role collaborates with Solutions Engineering, Support, Operations, Product, and Engineering to help customers achieve measurable value from their Radiant deployments. It is suited to someone combining technical problem-solving with strategic account ownership who wants to develop a customer success career in a product-driven environment.

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-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 leading structured conversations with senior stakeholders, including quarterly business reviews 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, with 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 and 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 the account portfolio.
Triage and track account support requests, partner with Support on resolution, and identify patterns before they become escalations.
Participate in customer onboarding and ensure new deployments meet technical requirements and end users are prepared for success.
Own the post-sale relationship for a designated portfolio of accounts as the customer’s primary contact and internal advocate.
Run quarterly business reviews and executive check-ins, translating 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, particularly for the CALM and Life Safety product lines.
Maintain accurate account records, health scores, and pipeline data in CRM and customer success platforms.
Represent the voice of the customer internally and provide structured feedback to Product and Engineering to inform roadmap decisions.
Independently manage deployment readiness and device-related customer issues as technical proficiency develops.
Track and support account outcomes including time-to-value, customer communications and documentation, retention, QBRs, health assessments, renewals, SLA adherence, ticket resolution, customer satisfaction, engagement, and expansion pipeline.