Position SummaryThe Customer Success Manager is responsible for establishing and leading the new Mission Communications' Customer Success function, unifying technical support, order entry, proactive customer outreach, and high-touch service for strategic customer accounts. This role architects the post-sales customer experience, builds and develops high-performing teams, and implements metrics-driven practices that drive customer satisfaction, retention, and revenue growth. The position requires a blend of deep technical expertise in SCADA for water/wastewater, strong leadership capabilities, and a data-driven management mindset.
Essential Functions- Build and lead the Customer Success function, integrating technical support, order entry, proactive outreach, and strategic/high-touch customer initiatives.
- Develop the vision and strategic plan for customer success focused on adoption, retention, and growth across Mission's customer base.
- Define and own key performance indicators (KPIs) such as customer health scores and retention rates and manage real-time dashboards and reports to monitor performance.
- Optimize the Technical Support function for rapid resolution of supervisory control and data acquisition systems (SCADA), programmable logic controller (PLC), human-machine interface (HMI), and telemetry issues.
- Implement and leverage ticketing and customer relationship management (CRM) systems to ensure accurate data capture and seamless coordination with Field Services on complex cases.
- Oversee Order Entry operations, ensuring accuracy and seamless handoffs from Sales through fulfillment.
- Design and execute proactive customer engagement programs, onboarding, and business review cadences for key accounts.
- Develop and manage a high-touch service approach for strategic accounts, including dedicated resources, executive engagement, and tailored success plans.
- Recruit, lead, and develop a high-performing team spanning Technical Support Specialists, Order Entry Coordinators, and Customer Success staff, fostering a culture of customer focus and continuous improvement.
Other Responsibilities- Implement and maintain support playbooks, knowledge base content, escalation procedures, and service level agreements (SLAs).
- Use predictive analytics and other data-driven methods to identify at-risk accounts and expansion opportunities; present insights to executive leadership.
- Drive product adoption, training initiatives, and customer advocacy programs that increase customer value realization.
- Provide coaching, mentorship, performance management, and professional development opportunities to team members.
- Collaborate cross-functionally with Sales, Engineering, and Field Services to ensure a cohesive, end-to-end customer experience.
- Perform other duties as assigned.
Minimum Qualifications- Bachelor's degree in Engineering, Computer Science, Information Technology, or a related technical field.
- 7 years in technical customer-facing roles, preferably within an industrial, utilities, or technology environment.
- At least 5 years in a team leadership role of 10+ people, across multiple functional areas.
- Proven ability to define KPIs, build dashboards, and use data for strategic decisions.
- Extensive experience with CRM systems (Salesforce, HubSpot) and analytics tools (Gainsight, Tableau, Power BI).
- Deep expertise in SCADA systems.
- Proficiency with standard business tools such as Microsoft Office (Excel, Word, Outlook, Teams).
- Familiarity with industrial protocols (Modbus, DNP3, OPC), SCADA security, and IT/OT convergence.
- Strong written and verbal communication skills, with the ability to translate technical information into clear, customer-friendly language.
- Understanding of SaaS revenue models, ARR/MRR, churn, and net revenue retention.
- Proven ability to prioritize, delegate, and manage multiple workstreams simultaneously.
- Strategic thinker with entrepreneurial mindset and ability to build scalable processes.
- Experience building or refining customer communication standards, outreach programs, or customer experience initiatives.
Preferred Qualifications- MBA or Engineering Management degree.
- Familiarity with the water and wastewater industry, lift stations, and telemetry, or similar industrial environments.
- Hands-on experience with RTUs, PLCs, HMIs, and industrial automation or IoT-based monitoring platforms.
- Experience with RTUs, PLCs, telemetry, or IoT-based monitoring platforms.
Working Conditions- Physical Demands:Sitting for extended periods of time. Use hands/fingers to operate computer equipment.
- Visual Demands:Look at a computer monitor for extended periods.
- Manufacturing Environment:Must be able to work in a manufacturing company, which may involve exposure to machinery, noise, and other industrial conditions.
