Customer Success Manager

Role Overview

The Customer Success Manager owns the post-sale customer experience for a portfolio of system integrator partners and direct end-user accounts. This role is responsible for ensuring customers get lasting value promised during sales cycle of INS’s products and services.

What You Will Do

The Customer Success Manager guides customers in adopting OEM hardware, software, subscription, support, and lifecycle services, identifies adoption barriers and coordinates actions to remove them. They also manage the renewal process for support contracts, managed services agreements, and subscription-based offerings, working to maximize retention.

Why It Might Be a Fit

The ideal candidate will have prior experience in Customer Success Management, Account Management, Sales Support or a similar customer and / or vendor facing role with a strong understanding of sales, fulfillment and contract renewal processes.

Requirements

• Bachelor’s degree in Business, Supply Chain, Operations, Finance, Engineering or related field
• 3+ years of experience in Customer Success, Account Management, Sales Support or a 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 both indirect (channel/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, comfortable navigating both partner and end-user conversations
• Proficiency with Microsoft Office Suite and comfort presenting account reviews and data to internal and external audiences
• Familiarity with networking, IoT, industrial automation, private cellular, or IT/telecom hardware and services, preferred
• Experience managing renewals for support contracts, managed services, or subscription-based offerings, preferred
• Exposure to industrial or enterprise vertical markets such as manufacturing, oil & gas, utilities, transportation, or retail, preferred