Associate Technical Customer Success Manager

Associate Technical Customer Success Manager Austin, United States | Posted on 05/22/2026 Department Name Support & Customer Success Date Opened 05/22/2026 Job Type Full time Required Skills technical skills global positioning system +6 Work Experience 2-5 Years City Austin State/Province Texas Country United States About Us We're rebuilding vertical software with AI — from the inside. Embrace owns the software running inside 16% of the Fortune 500, 45+ state agencies, and 450+ banks and credit unions. We acquire entrenched vertical software businesses and rebuild them around AI — products, operations, go-to-market, all of it. Our Venture Lab launches new AI-native products into those same markets, using the distribution and customer relationships our portfolio already owns. You'll ship AI into production against real workflows, real customers, and a P&L you can see move within a quarter. We hire people who want scope, speed, and ownership, and who are tired of working on AI that never reaches a customer. If you want to spend the next five years shipping into software that already runs the economy, talk to us. Job Description 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 realtime—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 overtime. 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 customer's 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 LifeSafety 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 escape 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 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 #J-18808-Ljbffr