Customer Success Manager

CUSTOMER SUCCESS MANAGER

Customer Success Manager (CSM) 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 - from onboarding, order fulfillment and deployment support through renewals, expansion, and long-term account health.

CSM guides customers in adopting OEM hardware, software, subscription, support, and lifecycle services, identifies adoption barriers and coordinates actions to remove them.

Because INS operates a two-tier model, Customer Success Manager must be equally comfortable enabling a system integrator partner to succeed with their own end users, and managing a direct relationship where INS is the only vendor in the room. This position collaborates with Customers, Sales, Order Management, Engineering, Renewals, Customer Support, Purchasing, Shipping, Delivery and INS’s OEM/manufacturer partners to resolve issues and protect the customer experience.

Customer Success Manager leads the formal handoff from Sales to Delivery, validating commercial scope, purchased entitlements, customer objectives, key stakeholders, success measures, risks, and next steps.

Customer Success Manager builds and maintains Customer Success Plans for assigned accounts, documenting customer business outcomes, technical use cases, success milestones, adoption actions, stakeholder maps, renewal dates, risks, and expansion hypotheses. This role establishes a governance cadence with customers, including onboarding sessions, regular success meetings and QBRs in partnership with account management.

The position is responsible to Identify cross-sell and upsell opportunities based on customer business priorities and demonstrated adoption needs.

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. This role requires customer relationship management, techno-commercial acumen, ability to think strategically and effectively manage conflicting priorities across a diverse account portfolio and vertical markets, strong verbal and written communication, and collaboration skills.

Location

• 100% on site - INS HQ - Richardson, TX

Key Responsibilities:

Relationship Management

• Own post-sale relationships for an assigned book of system integrator partners and direct end-user accounts, serving as their primary point of contact for account health, escalations, and strategic needs.
• Build a clear understanding of each account's business, technical environment, and vertical market (e.g., Oil & Gas field deployments vs. Retail store rollouts vs. Water/Wastewater SCADA networks) to tailor engagement accordingly.
• For system integrator partners, understand and support their end-customer relationships, helping them succeed with their own clients rather than managing those end users directly.
• Conduct regular business reviews with key accounts to assess satisfaction, usage, and upcoming needs, identify risk of churn early and drive resolution.

Onboarding & Adoption

• Guide new system integrator partners and end-user customers through onboarding, ensuring they understand INS's products, ordering process, support resources, and OEM partner ecosystem.
• Partner with Engineering and Services teams to support smooth deployment of solutions, ensuring customers achieve the outcomes they purchased for uptime, connectivity, compliance, etc.
• Track usage of support contracts, and lifecycle management offerings, and proactively drive engagement where usage is lagging.

Renewals & Growth

• Manage the renewal process for support contracts, managed services agreements, and subscription-based offerings, working to maximize retention.
• Identify expansion opportunities within existing accounts (additional sites, verticals, product lines, or services) and partner with Sales to pursue them.
• Monitor account-level quoting and order activity (in coordination with Order Management) to spot patterns - declining order frequency, delayed quotes, or shifting needs — that signal risk or opportunity.

Cross-Functional Coordination

• Act as the customer's internal advocate, routing quote requests, order issues, technical questions, and escalations to the right internal team (Order Management, Engineering, Support) and following through to resolution.
• Maintain accurate account, opportunity, and interaction records in NetSuite to ensure visibility across Sales, Order Management, and leadership.
• Relay customer and partner feedback on OEM products, INS processes, and vertical-specific needs to Sales and Vendor Management teams.
• Collaborate with OEM partners on joint account planning, training, and enablement for key system integrator partners and end users.

Customer Advocacy & Experience

• Serve as the voice of the customer internally, identifying trends across accounts (e.g., recurring pain points in the quote-to-order process, common technical challenges by vertical) and advocating for improvements.
• Support reference calls, case studies, and testimonials with satisfied accounts to strengthen INS's market presence.

Qualifications & Skills:

• Bachelor’s degree in Business, Supply Chain, Operations, Finance, Engineering or related field. Relevant work experience may be substituted for education.
• 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.

Additional Requirements

• Occasional travel (<10%) for select customer engagement and/or company events.
• Primarily sedentary office work requiring prolonged sitting, computer use, and occasional standing, walking, and lifting up to 10 pounds.
• Must be legally authorized to work in the United States.
• Do not now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)
• Able to pass a criminal background check and drug screening.