Customer Success Manager

American Time is a recognized leader in synchronized time, digital communications, and safety and security solutions.

Time is more than a commodity. The way we measure it, work by it, and live by it reflects the craftsmanship, quality, and pride built into every timekeeping solution. We’re proud to help organizations stay on time and keep people informed about what matters most.

Success isn’t an accident. We succeed when our customers do, and that belief drives our commitment to dedicated people, quality craftsmanship, and exceptional service.

We’re a technology company grounded in craftsmanship, quality, and pride, and we bring those values to everything we do. Do you consider yourself to be a N atural Educator, Technically Curious, Driven by Relationships, Quality Focused, and Persuasive , we want to meet you.

We are looking for a dynamic, technically savvy, and people-oriented Customer Success Manager to join our Quality Assurance department. This is a unique role that sits at the intersection of technical excellence, education, and relationship management.

As the face of the EverAlert/Network Clocks/inCloud product lines, you will be responsible for executing two distinct strategies: equipping our Value-Added Resellers (VARs) to master and support the products, and ensuring direct customers successfully adopt, use, renew, and expand their use of the EverAlert, Network Clocks, and the inCloud software platform. You will lead the charge in onboarding, technical training, and content creation, ensuring every user extracts maximum value from the EverAlert/Network Clocks/inCloud ecosystem. You will accomplish this task by:

• Act as a trusted advisor by partnering closely with sales team.
• Serve as the primary technical trainer for our Value Added Resellers.
• Build "train-the-trainer" programs and documentation to equip our partners with deep product knowledge.
• Collaborate with the QA and Product teams to build, update, and refine comprehensive product installation, training, and operator manuals.
• Act as the critical bridge between the customer's real-world environment and our engineering teams.
• Lead the end-to-end onboarding process for new EverAlert/Network Clocks/inCloud customers.
• Act as the quarterback during critical technical escalations, managing customer communications and expectations while technical teams work on resolutions.

Qualifications

• 2–4 years of experience in Customer Success, Technical Training, or Sales Engineering.
• Strong communication, follow-up, relationship-building, and problem-solving skills.
• Proven ability to create high-quality written documentation and training materials.
• Strong presentation skills, both in-person and via web-conferencing tools.
• Experience in a technical industry (SaaS, Security, or Alerting systems preferred).
• Ability to work cross-functionally between technical QA teams and outward-facing sales/customer teams.