Customer Success Manager II

Job Summary

Drive customer outcomes, retention, and expansion for larger, higher-touch customer accounts with greater complexity and revenue potential. As a Customer Success Manager, you’ll serve as a trusted advisor to both executive and operational stakeholders, owning success planning, engagement strategy, and long-term value realization.

This role requires strong judgment, executive presence, and the ability to manage complex customer environments while influencing outcomes across multiple stakeholders.

Essential Job Duties

• Own a portfolio of larger, higher-complexity customer accounts totaling approximately $2M in ARR
• Serve as the primary point of contact for customers with higher expectations and more complex success needs
• Develop and execute customized success plans, including maturity modeling and outcome tracking
• Lead monthly customer meetings and formal QBRs with executive and operational stakeholders
• Own retention outcomes by proactively identifying and mitigating churn risk
• Identify same-site and multi-site growth opportunities and partner with Sales to generate Customer Success Qualified Leads (CSQLs)
• Monitor adoption, engagement, and value realization metrics to ensure customers achieve measurable business outcomes
• Collaborate closely with Sales, Product, Support, and Implementation teams to align strategy and execution
• Act as a strong internal advocate for customers, ensuring issues, risks, and opportunities are addressed effectively
• Capture strategic customer feedback to inform product roadmap and continuous improvement initiatives

Required Education

Bachelor’s Degree

Preferred Education (not required)

Bachelor’s Degree

Degree Focus

Business, engineering, or a related field

Years of Experience Required

3 – 5 years

Specialty/Industry Experience

• 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role

• Proven experience managing complex, high-touch customer relationships

• Experience working with manufacturers or industrial technology customers strongly preferred

Management Experience

N/A

Other

Ability to travel to industry and department events 5-10 times per year.

Knowledge, Skills and Abilities Requirements

• Executive-level communication and presentation skills

• Strong stakeholder management and relationship-building capabilities

• Analytical mindset with the ability to translate data into actionable insights

• Ability to negotiate, influence, and guide customer decision-making

• Highly organized with the ability to manage complex, multi-threaded accounts

• Proficiency with SaaS platforms, CRM systems, and modern productivity tools

• Comfortable operating in a fast-paced, evolving, high-growth environment