Customer Success Manager

Customer Success Manager The Customer Success Manager is a commercially-aware, relationship-led role within the Revenue org. This role owns a portfolio of accounts, ensuring customers realize measurable value from the Horizon platform(s) and other associated product lines. They protect gross revenue retention (GRR) and influence net revenue retention (NRR) through deep adoption and health management. This role reports to Customer Success leadership within the Revenue organization. The Customer Success Manager owns account health, adoption planning, customer-success plans, QBR execution, value realization, and early churn-risk escalation across an assigned portfolio. The role partners closely with Account Executives, who retain ownership of commercial strategy, pricing, renewals, expansions, cross-sells, and contracting. The Customer Success Manager supports those motions by ensuring customer value is demonstrated before renewal, surfacing risks early, identifying qualified expansion signals, and providing relationship and health context. The Customer Success Manager is not a technical delivery or implementation owner. They coordinate SMEs, TPMs, Product, and integration resources on behalf of the customer, but technical execution, project delivery, roadmap commitments, and commercial commitments remain with the appropriate functional owners. Customer Success leadership owns portfolio assignment, account tiering, success-plan standards, account-health methodology, escalation paths, and performance expectations for this role. Core Responsibilities: Own account health & retention Drive platform adoption Orchestrate internal resources Influence revenue growth Experience: 5+ years in Customer Success, Account Management, or a commercially-oriented post-sales role within a SaaS or analytics-driven environment. Demonstrated experience managing a portfolio of accounts with measurable retention and adoption outcomes. Exposure to energy, utilities, asset-intensive industries, or infrastructure software is strongly preferred. Experience working alongside Account Executives in a land-and-expand model. Understands where CS ends and commercial ownership begins. Skills: Commercially literate: understands GRR, NRR, churn mechanics, and how CS activity connects to revenue outcomes. Confident facilitating executive-level QBRs without a technical resource in the room for standard accounts. Analytical: able to build and interpret account health dashboards, adoption metrics, and customer KPI benchmarks using tools such as CSP SaaS, Salesforce, Power BI, or similar. Strong written and verbal communication; able to translate technical complexity into business language for operator-level stakeholders. Organized across a portfolio by using playbooks, templates, and structured cadences rather than reinventing the approach per account. Education: BA/BS in Business, Engineering, or a technical/analytical field. Relevant experience may substitute. Travel Expectations: This role requires approximately 20% travel (roughly 4 days per month) as possible. Travel expectations reflect the nature of our customer base: asset-intensive industrial operators with large geographic footprints who value on-site presence at key moments in the relationship. If for outstanding reasons client travel expectations cannot be met, arrangements are to be made in due time with leadership to cross-functionally support the customer health. What Travel Is For: Quarterly Business Reviews (QBRs): A minimum of one in-person QBR per account per year; two per year for strategic accounts ($500K+ ARR). New account onboarding: On-site presence at the implementation-to-CS handoff and at go-live milestones. First impressions in complex industrial accounts are set in person. At-risk account recovery: When an account health score trends red or an escalation requires executive-level engagement, on-site response is expected. Remote management of at-risk relationships is not sufficient. Strategic account planning: Joint on-site visits with the AE on accounts approaching renewal or where expansion signals have been identified. The CUSTOMER SUCCESS MANAGER provides relationship context; the AE leads the commercial conversation. What Travel Is Not For: Travel should not substitute for a scalable account management model. Routine check-ins, standard training sessions, and product Q&A are managed remotely. On-site time is reserved for high-value relationship moments that cannot be replicated over video. Location & Logistics This role may be remote or located in the SkySpecs Ann Arbor headquarters, depending on candidate location and preference. Remote applicants will be expected to attend team meetings primarily in the US Central timezone. Relocation: This position does not offer financial support for relocation. Sponsorship: Applicants must be currently located in the United States and legally authorized to work in the United States for this employer now and in the future, without the need for visa sponsorship. We are unable to sponsor or take over sponsorship of employment visas at this time. Compensation: Base salary dependent on experience and location. Position is eligible for variable compensation plan SkySpecs is an equal opportunity employer. SkySpecs does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.