Associate Customer Success Manager

Embrace Software Inc is hiring an Associate Customer Success Manager to support customer deployments and manage post-sale relationships for Radiant, an enterprise asset-tracking platform. The role combines technical implementation support with onboarding, adoption, account health, renewals, and expansion, while coordinating with Solutions Engineering, Support, Product, and Engineering.

Responsibilities:

• Manage hardware configuration, deployment validation, and device readiness for your accounts, coordinating with Solutions Engineering and Operations to ensure on-time, accurate delivery
• Serve as the technical point of contact for product behavior questions, integration issues, and configuration requirements across your book of business
• 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
• Participate in customer onboarding, ensuring new deployments meet technical requirements and that end users are set up for success from day one
• Own the post-sale relationship for a designated portfolio of accounts, serving as the customer's primary point of contact and internal advocate
• Run quarterly business reviews and executive check-ins, translating account health data into clear narratives and actionable plans
• Develop and execute renewal and expansion strategies, identifying growth opportunities and flagging risk early
• 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
• Maintain accurate account records, health scores, and pipeline data in CRM and customer success platforms
• Act as the voice of the customer internally, bringing structured feedback to Product and Engineering to inform roadmap decisions

Requirements:

• 2-3 years of experience in a post-sale, implementation, or technical customer-facing role at a B2B SaaS or IoT company
• 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
• Some track record of owning customer relationships and success metrics such as NRR, retention, or time-to-value
• Confident running structured conversations with senior stakeholders, including QBRs and executive business reviews
• Experience coordinating with Support or Engineering on time-sensitive issues, with a strong sense of when to escalate and when to resolve
• Clear, organized communicator with a bias toward documentation and structured follow-through
• Hands-on experience with RFID, BLE, GPS, or other IoT hardware technologies
• Background in manufacturing, automotive, oil and gas, or life-safety industries
• Experience building or delivering customer training and enablement programs
• Familiarity with Salesforce, Atlassian Suite (Confluence, Jira), and Google Suite; strong Excel proficiency is a plus