Associate Customer Success Manager (IoT)

Location: Austin, Texas, United States; remote work setting

Company

Embrace Industrial Group serves major chemical, automotive, oil and gas, heavy machinery, and food manufacturers through Radiant, an enterprise IoT platform for real-time asset tracking.

What you will do

• Manage hardware configuration, deployment validation, device readiness, and onboarding for enterprise and mid-market accounts.
• Serve as the technical point of contact for product questions, integrations, configuration requirements, and device-related issues.
• Own post-sale relationships, run QBRs and executive check-ins, and translate account health data into action plans.
• Develop renewal and expansion strategies, identify risks and growth opportunities, and maintain CRM and customer-success data.
• Deliver product training and enablement across the CALM and Life Safety product lines.
• Coordinate with Solutions Engineering, Support, Product, Engineering, and Operations while bringing structured customer feedback into 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.
• Comfort working with technical systems, configuration problems, and hardware-software interactions, with the ability to explain technical concepts to non-technical audiences.
• Experience owning customer relationships and success metrics such as NRR, retention, or time-to-value.
• Confidence leading structured conversations with senior stakeholders, including QBRs and executive business reviews.
• Experience coordinating with Support or Engineering on time-sensitive issues and knowing when to escalate or resolve.
• Clear, organized communication 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 including Confluence and Jira, and Google Suite.
• Strong Excel proficiency.

Culture & Benefits

• Remote work setting with collaboration across a diverse, global team.
• Comprehensive health benefits.
• Employer contributions to a 401(k)/RRSP.
• Career advancement and professional development opportunities.
• Performance measured through deployment readiness, time-to-value, communication quality, retention, renewals, SLA adherence, customer satisfaction, and expansion pipeline.