Customer Success Manager

Company: IPS Group is a design, engineering and manufacturing company focused on low power wireless telecommunications and parking technologies. IPS manufactures its products in the United States of America and has been delivering world-class solutions to the telecommunications and parking industries for over 25 years. The company is best known for their patented credit card enabled, solar powered single-space parking meter and web-based management system.

Job Description:

We are looking for a Client Success Manager who can step into the customers' shoes, build trusted partnerships, and proactively guide clients toward long-term success with IPS solutions.

The Client Success Manager (CSM) owns a defined book of business and serves as the primary point of contact for assigned clients. This role is responsible for ensuring client satisfaction, retention, and growth by combining strong relationship management with a technical understanding of IPS products and services.

The CSM supports day-to-day service needs in collaboration with Support and Implementation teams. The primary focus of this role is proactive account management, business reviews, risk identification, and value realization. The ideal candidate is comfortable navigating both operational and strategic conversations and can translate client goals into actionable outcomes.

IPS Group clients are located across the United States. This is a customer-facing role requiring strong communication skills, accountability, and a commitment to service excellence.

Essential Duties and Responsibilities:

• Own and manage a defined book of business, serving as the primary relationship owner for assigned accounts
• Act as a trusted advisor to clients by understanding their goals, challenges, and success metrics
• Conduct regular proactive touchpoints, including Quarterly or Annual Business Reviews, to review performance, trends, and opportunities
• Partner with internal teams (Support, Implementations, Product, Finance, Sales) to coordinate resolution of issues and ensure a seamless client experience
• Monitor account health, identify risk signals, and proactively develop and execute client repair or retention plans when needed
• Support client onboarding, system adoption, and ongoing optimization in collaboration with Implementation and Support teams
• Provide guidance on IPS products and services, including software, hardware, data management systems, and telecommunications
• Assist with troubleshooting and issue triage as needed, escalating to appropriate support tiers when required
• Identify opportunities for account growth, including product adoption, upgrades, or service expansions, and partner with Sales as appropriate
• Maintain accurate documentation of client interactions, issues, and action plans in the CRM and help desk ticketing systems
• Communicate clearly and consistently with clients regarding status, timelines, and expectations

Qualifications and Skills:

• Proven experience in Customer Success or Customer Support roles
• Strong understanding of technical products, including software and hardware, with the ability to translate technical concepts into business value
• Demonstrated ability to manage multiple client relationships and priorities simultaneously
• Excellent verbal and written communication skills, with confidence engaging business professionals and municipal stakeholders
• Customer-focused mindset with strong problem-solving and relationship-building skills
• Ability to work independently and take ownership of outcomes

Education/Experience:

• Experience conducting client meetings, reviews, or presentations preferred
• Proficiency in English
• Working knowledge of Microsoft Word and Excel
• Ability to continually learn and adapt to new products, services, and processes

Physical Demands, Equipment, and Machinery:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

Sitting, standing, walking, lifting, and storing supplies and materials throughout the day. Performing work on a desktop computer requires manual dexterity to operate keyboards, calculators and photocopying equipment.

Work Environment:

The work environment described here is representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

This is a full-time, in-office position based out of the IPS headquarters in San Diego. The environment is clean and typically free from dust and hazardous materials. This indoor environment is temperature controlled.

Note: The above statements are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel in this classification. Nothing in the job description restricts IPS Group from the right to change, assign, or reassign duties and responsibilities at any time for any reason. Furthermore, they do not establish a contract for employment as this is an "AT-Will" employer. It is the policy of IPS Group not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, sexual orientation, or veteran status.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Job Type: Full-time

Salary range: $70,304 - $80k/yr

• An Equal Opportunity Employer—M/F/D/V