Customer Success Manager

IDEX•Pittsburgh, PA

16h

About The Position

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact. With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you. The Customer Success Manager (CSM) is a mid-level role focused on technical account management, customer onboarding, and long-term customer success. This position owns the end-to-end training experience for new customers—guiding them from initial onboarding through successful deployment and transition into ongoing support. The CSM serves as a trusted technical partner, delivering advanced software training, resolving deployment and usage challenges, and ensuring customers are effectively using WinCan’s most advanced software solutions and workflows. In addition to customer-facing responsibilities, this role supports internal capability-building by training junior service staff and actively participating in the service leads group. Note: We are looking for someone for the West Coast/Mountain West Area with easy access to an airport: Nor Cal, So Cal, Sacramento, Reno, Portland, Seattle Reno, Phoenix, Denver, Dallas Fort Worth About WinCan WinCan is a global leader in sewer and drainage inspection software, trusted by municipalities, utilities, and service providers worldwide. Our solutions help customers collect, manage, and analyze inspection data to make informed infrastructure decisions. At WinCan, we combine powerful technology with hands-on expertise to ensure our customers succeed from day one—and continue to realize value long after implementation.

Requirements

Excellent written and verbal communication skills
Strong customer service mindset with a solutions-oriented, problem-solving approach
Experience with or familiarity in CCTV inspection technology
Ability to work efficiently in a fast-paced, customer-facing environment
Demonstrated leadership, teamwork, and cross-functional collaboration skills
Highly organized with proven project and task planning capabilities
Dependable, self-motivated, and accountable
Ability to quickly learn and adapt to new technologies
Familiarity with both field and office use of CCTV inspection software
Ability and willingness to travel to customer locations as required

Responsibilities

Own technical account management for assigned customers
Manage and execute all customer trainings, with full accountability for successful outcomes
Deliver software deployments and advanced workflow training, both remotely and onsite
Serve as the primary point of contact for customers experiencing software or deployment issues
Maintain accurate and up-to-date training and deployment status in Zendesk
Meet defined training timelines and milestone goals for each customer engagement
Collaborate closely with Sales and Administrative teams on key accounts
Provide user training in both virtual and in-person environments
Participate in the service leads group to support service strategy and continuous improvement
Train and mentor internal service team members
Provide direct support to WinCan’s dealer channel as needed