Remote Associate Technical Customer Success Manager

Embrace Industrial Group serves
some of the largest manufacturers in the world, including the Top 8 of 10
Chemical, Top 3 of 10 Automotive, and Top 3 of 5 Oil and Gas companies, as well
as leading Heavy Machinery and Food manufacturers.
Radiant is a next -generation
IoT platform focused on enterprise -grade asset tracking. Our technology
empowers organizations to manage and monitor critical and mobile assets in real
time—boosting visibility, accountability, and operational efficiency with
minimal IT infrastructure.
The Role
We are hiring an Associate
Technical Customer Success Manager to sit at the intersection of technical
delivery and customer relationship management. You will be the primary
post -sale contact for a portfolio of enterprise and mid -market
accounts—responsible for ensuring deployments go smoothly, customers adopt the
platform effectively, and the business retains and grows its relationships over
time.
What sets this role apart from a
traditional CSM is the technical depth it requires. You will get hands -on with
hardware configuration, deployment validation, and integration troubleshooting,
while also running the strategic account motion: QBRs, health reviews, renewal
planning, and expansion. You will work closely with Solutions Engineering,
Support, and Product to make sure customers see measurable value from their
Radiant deployment.
This role is a strong fit for
someone who wants to combine technical problem -solving with strategic account
ownership, and who is looking to grow their customer success career in a
fast -moving, product -driven environment.
What You Will Do
Technical Delivery & Implementation Support
Manage hardware configuration, deployment validation, and device readiness for your accounts, coordinating with Solutions Engineering and Operations to ensure on -time, accurate delivery
Serve as the technical point of contact for product behavior questions, integration issues, and configuration requirements across your book of business
Triage and track support requests for your accounts, partnering with the Support team on resolution and working to identify and address patterns before they become escalations
Participate in customer onboarding, ensuring new deployments meet technical requirements and that end users are set up for success from day one
Customer Success & Account Management
Own the post -sale relationship for a designated
portfolio of accounts, serving as the customers primary point of contact and
internal advocate
Run quarterly business reviews and executive check -ins,
translating account health data into clear narratives and actionable plans
Develop and execute renewal and expansion strategies,
identifying growth opportunities and flagging risk early
Deliver product training and enablement for new users
and existing teams, with a focus on driving adoption across the CALM and Life
Safety product lines
Maintain accurate account records, health scores, and
pipeline data in CRM and customer success platforms
Act as the voice of the customer internally, bringing
structured feedback to Product and Engineering to inform roadmap decisions

Requirements What We Are Looking For
Two to four years of experience in a post -sale,
implementation, or technical customer -facing role at a B2B SaaS or IoT company
Demonstrated comfort with technical systems—you can
work through a configuration problem, understand how hardware and software
interact, and communicate technical concepts clearly to non -technical audiences
Some track record of owning customer relationships and
success metrics such as NRR, retention, or time -to -value
Confident running structured conversations with senior
stakeholders, including QBRs and executive business reviews
Experience coordinating with Support or Engineering on
time -sensitive issues, with a strong sense of when to escalate and when to
resolve
Clear, organized communicator with a bias toward
documentation and structured follow -through
Nice to Have
Hands -on experience with RFID, BLE, GPS, or other IoT
hardware technologies
Background in manufacturing, automotive, oil and gas,
or life -safety industries
Experience building or delivering customer training and
enablement programs
Familiarity with Salesforce, Atlassian Suite
(Confluence, Jira), and Google Suite; strong Excel proficiency is a plus.
How You Will Be Measured
First Six Months
Technical ramp: independently managing deployment
readiness and device -related customer issues without escalation
Time -to -value for new accounts entering your portfolio
Quality and consistency of customer communication and
documentation
Ongoing
Net revenue retention and gross revenue retention
across your book
On -time delivery of QBRs, health assessments, and
renewals
SLA adherence and support ticket resolution times
within your accounts
Customer satisfaction and engagement scores
Expansion pipeline sourced and influenced

Benefits Competitive salary commensurate with experience.
Opportunities for career advancement and professional development.
Experience collaborating with a diverse, global team within a remote work setting.
​Comprehensive Health Benefits to support your wellbeing and peace of mind.
Employer contributions to your 401(k)/RRSP