Customer Success Manager

As the Customer Success Manager (CSM), you will be the face of our connected technology solutions for the propane industry-helping marketers modernize their operations through IoT innovation. You'll guide customers from first install to long-term adoption, ensuring they achieve measurable efficiency and ROI gains. This is more than an account management role. You'll set the vision for how our customer experience team scales, influence product direction with real market insight, and serve as the internal voice of the propane marketer during product updates and launches. We're looking for someone who pairs a deep understanding of LPG operations with a passion for technology and customer success. If you're energized by transforming a traditional industry through data-driven tools and meaningful relationships, this role offers the opportunity to lead that change.

Responsibilities:

Customer Relationship Management

• Serve as the primary point of contact for strategic customer issues, requests, and escalations.
• Build long-term relationships by maintaining customer satisfaction, loyalty, and trust.
• Ensure post-incident follow-up and drive continuous improvement in customer experience.
• Understand each customer's business model, industry practices, and success metrics to personalize engagement and demonstrate ROI.
• Willingness to travel average of 50% of time. Travel may be higher during beginning of the role as relationships are established.

Customer Experience Set Up & Team Build Out

• Support sales with technical expertise to support early product launch and adoption.
• Is able to plan for team development and expansion as product adoption grows. Setting a firm foundation for this role and department. o Identify thresholds for team growth.
• Articulate team and customer experience vision to internal leadership.

Adoption, Growth & Retention of Innovation Solutions

• Regularly review usage trends to identify adoption gaps, product friction, and new opportunities to maximize customer value realization.
• Drive upsell, cross-sell, and renewal activities; enter associated purchase orders (POs) accurately.
• Lead quarterly business reviews to assess customer ROI, satisfaction, and growth potential.

Customer Onboarding & Training

• Lead customer onboarding and product kickoff sessions, ensuring a supported implementation process.
• Conduct on-site and virtual training sessions to guide customers through IoT sensor and software use.
• Provide proactive education and check-ins to reinforce learning and encourage adoption.
• Articulate and align customer goals with product capabilities and measurable outcomes.

Cross-Functional Collaboration

• Communicate customer insights to internal teams to inform product development and enhance user experience.
• Partner closely with sales, engineering, and software teams to coordinate customer initiatives and resolve issues.
• Visit customer alongside the sales team post sale for product implementation and relationship development.
• Maintain fluency in product development and software terminology to facilitate effective communication across teams.

Proactive Service & Continuous Improvement

• Anticipate customer challenges and intervene early to prevent frustration or churn.
• Provide data-driven recommendations to improve efficiency and business outcomes through IoT technology.
• Champion the customer voice within Worthington to drive continuous product and service enhancement
• Bachelor's degree required, preferably in Business, Communications, Information Systems or a related field. Advanced degree or formal training in Customer Success, organizational leadership or Account Management is a plus.

Experience:

• 5-8 years in Customer Success, Account Management, or similar customer-facing roles within technology, SaaS, or industrial IoT.
• Proven success establishing or scaling Customer Success programs, defining processes, and driving measurable results.
• Experience supporting hardware and software solutions, ideally in manufacturing, energy, or LPG.
• Additional Qualifications (preferred): Deep understanding of LPG marketer business processes and industry ROI goals.
• Skilled in teaching, coaching, and training customers through complex systems to ensure confident product adoption.
• Articulates both tangible and intangible ROI, helping customers recognize and achieve measurable value.
• Leverages analytics and technology to uncover insights and drive measurable business outcomes.
• Familiar with, or eager to learn, LPG operations and IoT industry best practices to better connect product value to customer efficiencies.
• Understands and applies success metrics (CLV, TTV, ROI, NRR/GRR) to measure and communicate customer and business value. *
  • Digitally fluent:
    • Experienced in or willing to learn platforms like salesforce for ticketing resolution, issue tracking, live chat, and other CRM tools.
    • Comfortable with or eager to learn new productivity and collaboration tools (ChatGPT, Copilot, Miro, Microsoft suite, etc.)

Education:

• Bachelor's degree required, preferably in Business, Communications, Information Systems or a related field. Advanced degree or formal training in Customer Success, organizational leadership or Account Management is a plus.