Customer Success Manager (Hopkins, MN or Mishawaka, IN areas)

Digi International•,

11d•$72,000 - $112,500•Hybrid

About The Position

Particle by Digi, a part of Digi International, is a leading platform for building and scaling connected products, used by companies worldwide from startups to Fortune 1000 enterprises. Our platform powers hundreds of thousands of connected devices across more than 170 countries. We are driven by our mission to enable the next technological revolution and inspired by the incredible products our customers build. Our culture is founded on curiosity, collaboration, and a shared belief that great technology should empower people to create meaningful solutions. This US-based position is seeking candidates in or around Mishawaka, IN or Hopkins, MN. The Customer Success team is central to our customer relationships. We partner closely with customers to ensure they achieve their business outcomes, scale their connected fleets, and grow their partnership with Particle over time. As a Customer Success Manager, you will own the post-sale relationship for a portfolio of accounts, guiding customers from initial deployment through production scaling, driving retention and expansion, and serving as the primary point of accountability for customer outcomes at Particle. This role is ideal for someone building their enterprise CS career, possessing a strong foundation in customer relationships and commercial motions, and ready to take on greater ownership, develop technical fluency, and grow with a world-class CS team.

Requirements

5+ years in a customer-facing role such as Customer Success, Account Management, or enterprise.
Demonstrated track record of owning renewals and driving net revenue retention in a B2B SaaS or platform environment.
Experience managing a portfolio of enterprise accounts with complex, long-term relationships.
Strong commercial instincts — comfortable discussing contracts, pricing, and expansion motions with customers.
Excellent communication skills with the ability to connect business value to technical outcomes for diverse audiences.
Ability to operate with high autonomy and manage competing priorities across a large account portfolio.

Nice To Haves

Experience with industrial IoT, manufacturing, or device-centric businesses.
Background in a company with a hardware or physical product component.
Familiarity with the Particle platform or similar connected device ecosystems.
Experience building or contributing to CS playbooks, health scoring models, or onboarding programs.

Responsibilities

Own the post-sale success of a portfolio of enterprise customers, driving retention, renewal, and growth.
Build deep, multi-threaded relationships across customer organizations — from technical teams to executive sponsors.
Lead Executive Business Reviews (EBRs) that connect customer outcomes to the value delivered by the Particle platform.
Proactively monitor customer health signals and intervene early when risk is identified.
Manage device inventory and demand planning for customers scaling their connected fleets.
Discover expansion opportunities within accounts and act as an internal lead source for new ARR.
Handle commercial motions post-sale: additional order forms, contract modifications, and accounts receivable follow-up.
Collaborate closely with Solutions Architects, Technical Account Managers, Sales, and Finance to deliver seamless customer experiences.
Represent the voice of the customer internally and help shape how Particle supports enterprise accounts at scale.
Contribute to the development of CS playbooks, onboarding frameworks, and operational best practices.