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>