Customer Success Manager / Retention Specialist

EPIC iO Technologies

8d • Hybrid

About The Position

The Customer Success Manager serves as a primary point of contact for assigned customers, helping customers realize value from EPIC iO products and solutions throughout the customer lifecycle. This role builds trusted relationships, manages customer goals, monitors customer health, supports renewals, identifies expansion opportunities, and partners cross-functionally to improve customer outcomes. This role processes the primary portion of cancellation requests, including customer acknowledgement, potential retention, investigation, internal and external processing, and communication.

Requirements

• Experience in Customer Success, account management, business development, or another customer-facing function.
• Strong communication, relationship-building, organization, and follow-through skills.
• Ability to manage multiple customers, priorities, tasks, and customer commitments with attention to detail.
• Comfort working with CRM tools, customer success platforms, Microsoft Office, and customer-facing reporting.
• Data-informed approach to customer health, retention risk, adoption, customer goals, and account planning.

Nice To Haves

• Salesforce, ChurnZero, HubSpot, or customer success platform experience.
• Bachelor’s degree in Business Administration or equivalent experience.
• Experience working in SaaS, SCaaS, IoT, smart city, connectivity, or technology environments, wireless preferred.
• Sales experience is beneficial.

Responsibilities

• Own the customer relationship for assigned accounts by maintaining regular communication, documenting goals, and driving customer success plans.
• Manage Customer Cancellation Requests: Acknowledge receipt, investigate and engage on retention opportunities, internally process outcomes (log, calculate ETFs, SLVs, process returned equipment), and communicate with the customer and all involved departments.
• Develop trusted advisor relationships with customer stakeholders and help customers adopt features, workflows, and solutions effectively.
• Consult with customers to understand business goals, confirm success criteria, and connect EPIC iO solutions to measurable customer value.
• Conduct regular check-ins and Quarterly Business Reviews to review goals, progress, risks, outcomes, and satisfaction.
• Monitor customer health metrics and proactively coordinate actions to improve adoption, satisfaction, retention, and renewal readiness.
• Advocate internally for customer needs while partnering with Sales, Support, Product, and Operations to resolve issues and improve the customer experience.
• Identify upsell, cross-sell, and expansion opportunities and collaborate with Sales as needed to support appropriate growth conversations.
• Own renewal readiness activities for assigned accounts, including tracking dates, risks, customer sentiment, and required follow-up.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree