Customer Success Manager

Customer Success Manager

Under the leadership of the Director of Customer Success Management, we are hiring a Principal Customer Success Manager to support the Customer Success Management team. This role is critical to ARR growth and retention and will be responsible for customer advocacy, account management, and churn prevention.

Key responsibilities include owning and executing the account management handoff from Sales, including building executive relationships, identifying expansion leads, reporting on account health, and protecting renewal revenue. Partner cross-functionally with the account team (Sales, Professional Services, Solutions Consulting), Product, and Support to serve as an advocate for our customers. Develop and improve internal processes, systems, and workflows to enable CSMs to be more effective in their roles. Analyze data and provide actionable insights to drive business decisions. Drive accountability against defined KPIs and performance metrics. Ensure compliance with company standards and policies.

Required qualifications include a Bachelor's degree in engineering, manufacturing, computer science, or equivalent experience (Master's degree preferred), 4-8 years of relevant experience in customer success, account management, or related field, demonstrated ability to build executive relationships, nurture high-value portfolios, own retention goals, identify growth pathways, and mitigate risk in accounts, strong communication and collaboration skills, and ability to operate independently in a scaling environment.

Preferred qualifications include experience in manufacturing, engineering, or other technical field.

Work environment includes a remote position and travel up to 25%, if applicable.

Why join Velotic? Velotic is uniquely positioned at the intersection of industrial operations, advanced connectivity, and AI. Joining now means you can help shape: culture & growth, work-life balance.