Customer Success Manager

Customer Success Manager

IOTAP is the creator of Work 365. Work 365 is a SaaS application for companies generating revenue through a subscription model. Work 365 users are services companies and cloud resellers that are looking to grow their revenue. We have users around the world and a global team that supports our customer's needs. We are looking for someone with an imagination that can work in a fast-paced environment, with a global team with plenty of flexibility and opportunity to grow. You will be working with the business leaders to drive outcomes in a fast-growing market.

As a Customer Success Manager, you will partner with customer stakeholders to understand their business objectives and align Work 365's solutions accordingly, supporting growth in our scale-up accounts and interacting with founders, owner-operators, and other C-level executives within our scale-up accounts. You will monitor customer adoption, drive engagement, and support customers throughout their journey. This role is ideal for someone with a strong technical aptitude, customer-first mindset, and problem-solving skills.

Key Responsibilities

• Guide customers to success by developing and executing strategic account plans focused on adoption, retention, and measurable outcomes
• Monitor and analyze customer usage data to identify adoption trends, risks, and opportunities
• Gather customer feedback to drive product improvements and advocate for user needs internally
• Collaborate cross-functionally with onboarding, technical support, and product teams to resolve issues and optimize customer experience
• Find paths for success, helping them unlock the full potential of Work 365's features
• Manage and maintain customer product catalogs, including subscriptions, invoicing, and CSP integrations
• Ensure contract adherence while supporting clients through renewals, expansions, and changes
• Support customer escalations, troubleshooting business and technical challenges efficiently

Requirements

• 2+ years of experience in customer success, account management, consulting, or a related role (SaaS or software experience preferred)
• Strong relationship management skills, with a customer-centric and empathetic approach
• Technical proficiency — comfortable explaining complex processes to both technical and non-technical stakeholders
• Excellent communication skills (written, verbal, and presentation)
• Data-driven mindset, able to use metrics and analysis to make strategic decisions
• Project management skills — capable of juggling multiple priorities in a fast-paced environment
• Experience with Microsoft Dynamics, Power Apps, or CSP programs
• Strong troubleshooting and problem-solving skills, with a proactive approach to issue resolution
• Detail-oriented with a sense of urgency, thriving in an environment that requires quick responses