[Hiring] Associate Customer Success Manager @Embrace Software Inc.

Role Description

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 Do

• Technical Delivery & Implementation Support
  • 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.
• Customer Success & Account Management
  • 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.

Nice to Have

• 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.

How You Will Be Measured

• First Six Months
  • Technical ramp: independently managing deployment readiness and device-related customer issues without escalation.
  • Time-to-value for new accounts entering your portfolio.
  • Quality and consistency of customer communication and documentation.
• Ongoing
  • Net revenue retention and gross revenue retention across your book.
  • On-time delivery of QBRs, health assessments, and renewals.
  • SLA adherence and support ticket resolution times within your accounts.
  • Customer satisfaction and engagement scores.
  • Expansion pipeline sourced and influenced.

Benefits

• Competitive 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.