Customer Success Manager
About The Position
The Customer Success Manager (CSM) owns the post-sale experience for a portfolio of system integrator partners and direct end-user accounts. The role helps customers realize lasting value from INS products and services, spanning onboarding, order fulfillment and deployment support through renewals, expansion, and long-term account health. The CSM guides adoption of OEM hardware, software, subscriptions, support, and lifecycle services; identifies adoption barriers; and coordinates actions to address them. The role supports both system integrator partners serving their own end users and direct customer relationships. The CSM leads the formal Sales-to-Delivery handoff, validating commercial scope, purchased entitlements, customer objectives, stakeholders, success measures, risks, and next steps. The role creates and maintains Customer Success Plans, establishes an engagement cadence that includes onboarding sessions, regular success meetings, and QBRs in partnership with account management, and identifies cross-sell and upsell opportunities based on customer priorities and adoption needs. The CSM works across customers, Sales, Order Management, Engineering, Renewals, Customer Support, Purchasing, Shipping, Delivery, and OEM/manufacturer partners to resolve issues and protect the customer experience. This position is based 100% onsite at INS headquarters in Richardson, Texas, with occasional travel of less than 10% for select customer engagements or company events. The role is primarily sedentary office work, involving prolonged sitting and computer use, with occasional standing, walking, and lifting up to 10 pounds.
Requirements
- Bachelor’s degree in Business, Supply Chain, Operations, Finance, Engineering, or a related field; relevant work experience may substitute for education.
- At least 3 years of experience in Customer Success, Account Management, Sales Support, or another customer-facing role in B2B distribution, channel/reseller, technology, or industrial/IT hardware environments.
- Demonstrated ability to manage a portfolio of accounts with varying needs, including indirect partner and direct customer relationships.
- Strong proficiency with NetSuite or a comparable ERP/CRM system for tracking account activity, opportunities, and customer records.
- Excellent relationship-building, communication, and problem-solving skills, with comfort navigating partner and end-user conversations.
- Proficiency with Microsoft Office Suite and comfort presenting account reviews and data to internal and external audiences.
- Legally authorized to work in the United States and does not now or in the future require employment visa sponsorship.
- Able to pass a criminal background check and drug screening.
Nice To Haves
- Familiarity with networking, IoT, industrial automation, private cellular, or IT/telecom hardware and services.
- Experience managing renewals for support contracts, managed services, or subscription-based offerings.
- Exposure to industrial or enterprise vertical markets such as manufacturing, oil and gas, utilities, transportation, or retail.
Responsibilities
- Own post-sale relationships for assigned system integrator partners and direct end-user accounts, serving as the primary contact for account health, escalations, and strategic needs.
- Understand each account’s business, technical environment, and vertical market to tailor customer engagement.
- Support system integrator partners’ end-customer relationships without directly managing those end users.
- Conduct regular business reviews to assess satisfaction, usage, upcoming needs, and churn risk, and drive resolution of identified issues.
- Guide new partners and end-user customers through onboarding, including INS products, ordering processes, support resources, and the OEM partner ecosystem.
- Partner with Engineering and Services teams to support solution deployments and help customers achieve purchased outcomes.
- Track usage of support contracts and lifecycle management offerings, and proactively engage customers when usage is lagging.
- Manage renewals for support contracts, managed services agreements, and subscription-based offerings to maximize retention.
- Identify expansion opportunities within existing accounts and partner with Sales to pursue them.
- Monitor account-level quoting and order activity with Order Management to identify risks or opportunities.
- Route quote requests, order issues, technical questions, and escalations to the appropriate internal team and follow through to resolution.
- Maintain accurate account, opportunity, and interaction records in NetSuite.
- Share customer and partner feedback about OEM products, INS processes, and vertical-specific needs with Sales and Vendor Management.
- Collaborate with OEM partners on joint account planning, training, and enablement for key partners and end users.
- Identify trends across accounts and advocate internally for improvements to the customer experience and company processes.
- Support reference calls, case studies, and testimonials with satisfied accounts.
- Lead the Sales-to-Delivery handoff, validating commercial scope, entitlements, customer objectives, stakeholders, success measures, risks, and next steps.
- Build and maintain Customer Success Plans documenting business outcomes, technical use cases, milestones, adoption actions, stakeholders, renewal dates, risks, and expansion hypotheses.
- Establish a customer governance cadence that includes onboarding, regular success meetings, and QBRs in partnership with account management.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
