Customer Success Manager (Hopkins, MN or Mishawaka, IN areas)

Customer Success Manager

Particle by Digi business unit a part of Digi International and is the leading platform for building and scaling connected products. Companies around the world, from startups to Fortune 1000 enterprises, use Particle to power everything from smart appliances to industrial systems. Particle by Digi is the most widely used platform for building and scaling IoT products. Our platform powers hundreds of thousands of connected devices across more than 170 countries. We are inspired by our mission to enable the next technological revolution and by the incredible products our customers build. Our culture is built on curiosity, collaboration, and a shared belief that great technology should empower people to create meaningful solutions. This position is US Based and is looking for candidates in or around Mishawaka, IN or Hopkins, MN.

Position: Our Customer Success team sits at the center of these relationships. We partner closely with customers to ensure they achieve their business outcomes, scale their connected fleets, and grow their partnership with Particle over time. As a Customer Success Manager, you will own the post-sale relationship for a portfolio of accounts. You'll guide customers from initial deployment through production scaling, drive retention and expansion, and serve as the primary point of accountability for customer outcomes at Particle. This is a role for someone who is building their enterprise CS career: you have a strong foundation in customer relationships and commercial motions, and you're ready to take on greater ownership, develop technical fluency, and grow alongside a world-class CS team.

What You Will Do:

• Own the post-sale success of a portfolio of enterprise customers, driving retention, renewal, and growth
• Build deep, multi-threaded relationships across customer organizations from technical teams to executive sponsors
• Lead Executive Business Reviews (EBRs) that connect customer outcomes to the value delivered by the Particle platform
• Proactively monitor customer health signals and intervene early when risk is identified
• Manage device inventory and demand planning for customers scaling their connected fleets
• Discover expansion opportunities within accounts and act as an internal lead source for new ARR
• Handle commercial motions post-sale: additional order forms, contract modifications, and accounts receivable follow-up
• Collaborate closely with Solutions Architects, Technical Account Managers, Sales, and Finance to deliver seamless customer experiences
• Represent the voice of the customer internally and help shape how Particle supports enterprise accounts at scale
• Contribute to the development of CS playbooks, onboarding frameworks, and operational best practices

Who You Are and What You Bring:

• 5+ years in a customer-facing role such as Customer Success, Account Management, or enterprise
• Demonstrated track record of owning renewals and driving net revenue retention in a B2B SaaS or platform environment
• Experience managing a portfolio of enterprise accounts with complex, long-term relationships
• Strong commercial instincts comfortable discussing contracts, pricing, and expansion motions with customers
• Excellent communication skills with the ability to connect business value to technical outcomes for diverse audiences
• Ability to operate with high autonomy and manage competing priorities across a large account portfolio

Desired But Not Required:

• Experience with industrial IoT, manufacturing, or device-centric businesses
• Background in a company with a hardware or physical product component
• Familiarity with the Particle platform or similar connected device ecosystems
• Experience building or contributing to CS playbooks, health scoring models, or onboarding programs

What Success Looks Like:

• In your first 13 months, develop a strong understanding of the Particle platform, customer segments, and the CS operating model
• Shadow experienced CSMs on customer calls, EBRs, and renewal motions
• Build relationships with your initial account portfolio and establish a regular communication cadence
• Learn how to navigate internal tools, CRM, and the commercial processes that support the CSM role
• In your first 36 months, own your full account portfolio independently: health monitoring, check-ins, and renewals
• Deliver your first Executive Business Reviews with confidence
• Identify and formally log at least one expansion opportunity across your accounts
• Partner with TAMs and SAs on at least one technically complex account engagement
• Within your first year, achieve or exceed NRR and GRR targets across your portfolio
• Complete EBRs on cadence for all accounts, with measurable improvements in customer satisfaction and engagement
• Source qualified expansion leads that contribute to new ARR pipeline
• Contribute to a CS playbook or operational improvement that benefits the broader team
• Become a trusted commercial partner to your accounts and a go-to internal voice on customer needs

Who Thrives in This Role:

• Relationship builders You earn trust quickly and maintain it over time across diverse stakeholders
• Commercially minded You think about retention and growth as naturally as you think about customer happiness
• Operationally excellent You stay organized across a complex portfolio and nothing falls through the cracks
• Curious learners You enjoy diving into new industries and developing fluency in technical domains
• Customer advocates You genuinely care about customer outcomes and represent their interests internally with conviction

You Might Be a Fit If You've owned enterprise renewals end-to-end and understand what drives retention at the commercial and relationship level. You enjoy being both a strategic advisor and a hands-on operator within the same week. You're comfortable navigating ambiguity accounts don't always follow a script and you adapt quickly. You like translating complex platform capabilities into clear business value for non-technical executives. You get excited about learning how IoT products work and how customers build with them. You enjoy collaborating with technical teammates and can hold your own in conversations about platform architecture, device fleets, and connectivity.

If you enjoy building lasting customer relationships, driving meaningful business outcomes, and helping innovative companies scale their connected products we'd love to hear from you. *Please note that we are unable to provide visa sponsorship for this position. This includes, but is not limited to, work visas, employment-based visas, or residency sponsorship. Candidates must have valid work authorization in the United States at the time of application. Visa applications of any kind will not be considered. Digi International offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings. The anticipated base pay range for this position is $72,000 - 112,500. Pay ranges are determined by role, job level and primary job location. The range displayed reflects the reasonable range we anticipate paying for this position and reflects the cost of labor within several U.S. geographic markets. The specific salary offered within the range will depend on various factors including, but not limited to the candidate's relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each position. Pay ranges are typically reviewed and updated annually. At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.