Location: In-Office
Department: Senior Client Success Manager
Pay: $80,000 - $100,000 base with OTE $110,000 - $130,000
Schedule: Full-Time
Please expect delays in response to your application over the holiday period.
About the Role
Job Responsibilities
- Own a book of strategic industrial accounts worth up to $2M in annual recurring revenue, from first kickoff through implementation, adoption and renewal.
- Lead customer onboarding and implementation of new sites, from contract to go-live, with defined success criteria and project plans.
- Coordinate onsite visits with Redlist field technicians for data capture, tagging, 3D scanning and user training.
- Work with Redlist's technical team on configuration, routes, forms, reports and integrations.
- Drive user activation and usage at every site, and act quickly on early warning signs in product usage data.
- Keep account health scores, contacts, renewal forecasts and notes current and accurate in Redlist's CX and CRM tools.
- Run regular check-ins and business reviews that tie Redlist to outcomes the customer measures, such as downtime, failures, PM compliance and labor hours.
- Own renewals across the book, forecasting each one at least 120 days out with a documented plan.
- Build relationships with plant leadership and economic buyers, not just day-to-day users.
- Work with Account Executives as part of each customer's team. Keep them updated on projects, activation, adoption and usage, and pass along expansion opportunities. This is not a sales role.
- Respond to customer issues with urgency and see them through to resolution, including coordinating with internal reporting and technical teams.
- Take on new customers as Redlist adds them.
Qualification Requirements
- 3+ years as a Customer Success Manager for B2B software, owning a book of business, renewals and customer onboarding.
- A track record of leading customer implementations from kickoff to go-live.
- Ability to lead renewal conversations with senior customer stakeholders and build a value case from data.
- Strong organization and attention to detail: reliable forecasts, current records, and no missed follow-ups.
- Clear, confident communication with technicians, plant managers and corporate leadership.
- Able to work in office in Pleasant Grove, Utah, and travel to customer sites up to 15% of the time.
- Preferred: experience with industrial or manufacturing customers.
- Preferred: customer success experience with CMMS, EAM or reliability software.
- Preferred: background in maintenance, reliability or lubrication, such as PM programs, lubrication management or predictive maintenance.
- Preferred: familiarity with SAP PM, Maximo, JD Edwards or similar systems.
