What are the responsibilities and job description for the Senior Customer Success Manager (Remote - US) position at Digi International Companies?
- Serve as the primary post-sale contact for strategic customers, managing the customer journey from onboarding through renewal and advocacy.
- Drive product adoption and utilization by demonstrating platform capabilities and aligning solutions to customer business outcomes.
- Meet and exceed KPIs related to adoption, upsell, renewals, and customer advocacy.
- Facilitate regular customer cadence meetings, trainings, and quarterly business reviews to ensure continued ROI and value realization.
- Identify and close upsell and cross-sell opportunities in partnership with Client Partners and Sales teams.
- Manage customer escalations and coordinate cross-functional resolution with Product, Support, and Operations teams.
- Act as the voice of the customer, providing feedback and insights that inform product improvements and roadmap priorities.
- Partner cross-functionally to develop best practices, new use cases, and customer success strategies.
- Analyze product adoption challenges, identify risks, and implement strategies to improve customer outcomes.
- Develop and execute project plans that drive customer value, strategic initiatives, and operational improvements.
- Document and deliver customer success stories and references that highlight the impact of SmartSense solutions.
- Mentor and support other Customer Success Managers by sharing best practices, industry insights, and product knowledge.
- Strong knowledge of enterprise business environments and operational challenges.
- Excellent project management, organizational, and communication skills.
- Ability to build strong relationships with both internal teams and external stakeholders.
- Proven ability to manage complex customer relationships and deliver measurable outcomes.
- Comfortable presenting and engaging with Director and C-suite level stakeholders.
- Ability to manage multiple priorities and diverse customer needs in a dynamic environment.
- Strong mentoring and leadership qualities with a collaborative team mindset.
- Experience in retail, CPG, supply chain, or store operations environments.
- Experience in SaaS, IoT, or enterprise software customer success roles.
- Subject matter expertise in enterprise technology platforms or related solutions.
*Please note that we are unable to provide visa sponsorship for this position. This includes, but is not limited to, work visas, employment-based visas, or residency sponsorship. Candidates must have valid work authorization in the United States at the time of application. Visa applications of any kind will not be considered.
Digi International offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.
The anticipated base pay range for this position is $95,000 – $149,000. Pay ranges are determined by role, job level and primary job location. The range displayed reflects the reasonable range we anticipate paying for this position and reflects the cost of labor within several U.S. geographic markets. The specific salary offered within the range will depend on various factors including, but not limited to the candidate’s relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each position. Pay ranges are typically reviewed and updated annually.
At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.
Salary : $95,000 - $149,000