Associate Customer Success Manager

Job TitleAssociate Customer Success ManagerJob DescriptionEmbrace 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. 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. The Role We are hiring an Associate 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. 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. 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.What You Will DoTechnical Delivery & Implementation SupportManage hardware configuration, deployment validation, and device readiness for your accounts, coordinating with Solutions Engineering and Operations to ensure on-time, accurate deliveryServe as the technical point of contact for product behavior questions, integration issues, and configuration requirements across your book of businessTriage and track support requests for your accounts, partnering with the Support team on resolution and working to identify and address patterns before they become escalationsParticipate in customer onboarding, ensuring new deployments meet technical requirements and that end users are set up for success from day oneCustomer Success & Account ManagementOwn the post-sale relationship for a designated portfolio of accounts, serving as the customer's primary point of contact and internal advocateRun quarterly business reviews and executive check-ins, translating account health data into clear narratives and actionable plansDevelop and execute renewal and expansion strategies, identifying growth opportunities and flagging risk earlyDeliver product training and enablement for new users and existing teams, with a focus on driving adoption across the CALM and Life Safety product linesMaintain accurate account records, health scores, and pipeline data in CRM and customer success platformsAct as the voice of the customer internally, bringing structured feedback to Product and Engineering to inform roadmap decisionsRequirementsWhat We Are Looking For2-3 years of experience in a post-sale, implementation, or technical customer-facing role at a B2B SaaS or IoT companyDemonstrated 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 audiencesSome track record of owning customer relationships and success metrics such as NRR, retention, or time-to-valueConfident running structured conversations with senior stakeholders, including QBRs and executive business reviewsExperience coordinating with Support or Engineering on time-sensitive issues, with a strong sense of when to escalate and when to resolveClear, organized communicator with a bias toward documentation and structured follow-throughNice to HaveHands-on experience with RFID, BLE, GPS, or other IoT hardware technologiesBackground in manufacturing, automotive, oil and gas, or life-safety industriesExperience building or delivering customer training and enablement programsFamiliarity with Salesforce, Atlassian Suite (Confluence, Jira), and Google Suite; strong Excel proficiency is a plus.How You Will Be MeasuredFirst Six MonthsTechnical ramp: independently managing deployment readiness and device-related customer issues without escalationTime-to-value for new accounts entering your portfolioQuality and consistency of customer communication and documentationOngoing Net revenue retention and gross revenue retention across your bookOn-time delivery of QBRs, health assessments, and renewalsSLA adherence and support ticket resolution times within your accountsCustomer satisfaction and engagement scoresExpansion pipeline sourced and influencedBenefitsCompetitive salary commensurate with experience.Opportunities for career advancement and professional development.Experience collaborating with a diverse, global team within a remote work setting.Comprehensive Health Benefits to support your wellbeing and peace of mind.Employer contributions to your 401(k)/RRSP