Remote Associate Technical Customer Success Manager

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.
<\/p>

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 real
time—boosting visibility, accountability, and operational efficiency with
minimal IT infrastructure.
<\/p>

The Role
<\/h2>

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 over
time.
<\/p>

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.
<\/p>

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.
<\/p>

What You Will Do
<\/h2>

Technical Delivery & Implementation Support
<\/h3>

• Manage hardware configuration, deployment validation, and device readiness for your accounts, coordinating with Solutions Engineering and Operations to ensure on -time, accurate delivery
  <\/span><\/li>
• Serve as the technical point of contact for product behavior questions, integration issues, and configuration requirements across your book of business
  <\/span><\/li>
• 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
  <\/span><\/li>
• Participate in customer onboarding, ensuring new deployments meet technical requirements and that end users are set up for success from day one
  <\/span><\/li><\/ul>

  Customer Success & Account Management
  <\/h3>

  • Own the post -sale relationship for a designated
    portfolio of accounts, serving as the customer's primary point of contact and
    internal advocate
    <\/span><\/li>
  • Run quarterly business reviews and executive check -ins,
    translating account health data into clear narratives and actionable plans
    <\/span><\/li>
  • Develop and execute renewal and expansion strategies,
    identifying growth opportunities and flagging risk early
    <\/span><\/li>
  • Deliver product training and enablement for new users
    and existing teams, with a focus on driving adoption across the CALM and Life
    Safety product lines
    <\/span><\/li>
  • Maintain accurate account records, health scores, and
    pipeline data in CRM and customer success platforms
    <\/span><\/li>
  • Act as the voice of the customer internally, bringing
    structured feedback to Product and Engineering to inform roadmap decisions <\/span>
    <\/li><\/ul><\/div>

    
    <\/div><\/span>
    

    Requirements <\/h3>

    What We Are Looking For
    <\/h2>

    • Two to four years of experience in a post -sale,
      implementation, or technical customer -facing role at a B2B SaaS or IoT company
      <\/span><\/li>
    • 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
      <\/span><\/li>
    • Some track record of owning customer relationships and
      success metrics such as NRR, retention, or time -to -value
      <\/span><\/li>
    • Confident running structured conversations with senior
      stakeholders, including QBRs and executive business reviews
      <\/span><\/li>
    • Experience coordinating with Support or Engineering on
      time -sensitive issues, with a strong sense of when to escalate and when to
      resolve
      <\/span><\/li>
    • Clear, organized communicator with a bias toward
      documentation and structured follow -through
      <\/span><\/li><\/ul>

      Nice to Have
      <\/h2>

      • Hands -on experience with RFID, BLE, GPS, or other IoT
        hardware technologies
        <\/span><\/li>
      • Background in manufacturing, automotive, oil and gas,
        or life -safety industries
        <\/span><\/li>
      • Experience building or delivering customer training and
        enablement programs
        <\/span><\/li>
      • Familiarity with Salesforce, Atlassian Suite
        (Confluence, Jira), and Google Suite; strong Excel proficiency is a plus.
        <\/span><\/li><\/ul>

        How You Will Be Measured
        <\/h2>

        First Six Months
        <\/h3>

        • Technical ramp: independently managing deployment
          readiness and device -related customer issues without escalation
          <\/span><\/li>
        • Time -to -value for new accounts entering your portfolio
          <\/span><\/li>
        • Quality and consistency of customer communication and
          documentation
          <\/span><\/li><\/ul>

          Ongoing
          <\/h3>

          • Net revenue retention and gross revenue retention
            across your book
            <\/span><\/li>
          • On -time delivery of QBRs, health assessments, and
            renewals
            <\/span><\/li>
          • SLA adherence and support ticket resolution times
            within your accounts
            <\/span><\/li>
          • Customer satisfaction and engagement scores
            <\/span><\/li>
          • Expansion pipeline sourced and influenced <\/span><\/span><\/span>
            <\/li><\/ul><\/div><\/span>
            

            Benefits <\/h3>

            • Competitive salary commensurate with experience. <\/span><\/span><\/span><\/b>
              <\/span><\/span><\/li>
            • Opportunities for career advancement and professional development. <\/span><\/span><\/span>
              <\/span><\/span><\/li>
            • Experience collaborating with a diverse, global team within a remote work setting. <\/span><\/span><\/span>
              <\/span><\/span><\/li>
            • ​Comprehensive Health Benefits to support your wellbeing and peace of mind. <\/span><\/span><\/span>
              <\/span><\/span><\/li>
            • Employer contributions to your 401(k)/RRSP <\/span><\/span><\/span>
              <\/li><\/ul><\/div><\/span>