About the Role
The Customer Success Account Manager is responsible for maintaining and growing customer relationships by leading onboarding, managing renewals, monitoring account health, and serving as the main point of contact for issue resolution and strategic planning. This role collaborates across teams to ensure customers achieve value from the platform and supports expansion opportunities through proactive engagement.
Responsibilities
- Serve as the main point of contact for assigned customers, cultivating long-term relationships with key stakeholders through regular communication, success planning, and proactive check-ins.
- Oversee post-sale onboarding, including license setup and coordination between sales and customer success teams to ensure smooth transitions.
- Act as the primary escalation contact for customer-reported issues, feature requests, and bugs, guiding resolution timelines and communicating updates effectively.
- Track and analyze customer health metrics such as adoption rates, CSAT scores, NPS, and survey feedback to identify risks and opportunities.
- Manage renewal pipelines in Salesforce, execute subscription renewals, and maintain accurate records of license agreements and support terms.
- Collaborate with finance and accounts receivable teams to monitor billing cycles and follow up on payment statuses for assigned accounts.
- Identify and pursue opportunities for additional services, upsells, and consulting projects based on customer needs and usage patterns.
- Contribute to account strategy development, maintain detailed customer intelligence, and keep internal stakeholders informed of key developments.
- Develop and maintain comprehensive account plans, including technical use cases documented for internal visibility and future sales enablement.
- Ensure compliance with support contract SLAs and guide customers through software updates and long-term supported version adoption.
- Encourage and track customer advocacy efforts such as case studies, referrals, logo usage, and public references.
- Follow and enhance customer success processes, renewal workflows, onboarding practices, and cross-functional coordination protocols.
Nice to Have
- Background in managing customer-facing initiatives such as onboarding, project coordination, or service delivery.
- Proactive and independent worker who thrives both autonomously and within team settings.
- Passionate about solving challenges, refining workflows, and advancing customer success outcomes.
- Curious about emerging technologies and committed to continuous learning.
- Adaptable in dynamic, fast-moving environments; experience in manufacturing software is a plus.
- Familiarity with Salesforce or comparable CRM tools for tracking renewals, opportunities, and customer interactions.
Who is Litmus
The company is developing the foundational data layer for industrial AI, making real-world, contextualized data usable for AI systems. It enables manufacturers to collect, structure, and leverage real-time data from machines, sensors, and systems at the edge. Its platform integrates edge computing, AI, and industrial operations, helping major global enterprises improve efficiency, reduce downtime, and run real-time operations. Backed by top investors and trusted by industry leaders including Google, Microsoft, Dell, Oracle, and Mitsubishi, it is advancing software-defined manufacturing.
Why join Litmus
Help build the infrastructure enabling AI in physical production environments by connecting software with real-time industrial data. Solve complex problems at the intersection of distributed systems, real-time data processing, and industrial constraints where reliability and scale are critical. See direct impact quickly through work on live customer systems influencing product and business direction. Join a high-performing team of experienced professionals who value ownership, speed, and results. Work in a fast-moving, scaling environment where individuals shape both technology and company growth.
Our culture
The team is collaborative, inquisitive, and humble, with a focus on ownership and impact. Employees are resourceful, empathetic, and driven to improve processes and outcomes. The culture values both execution and compassion in communication and teamwork. As a growing organization, it embraces ambiguity and values individuals who thrive on solving undefined problems, working closely with others, and driving consistent progress.
About the Role
This position is a central customer-facing role within the Customer Success team, accountable for customer retention, renewals, product adoption, and realization of service value. The individual establishes regular customer engagement rhythms, leads onboarding and renewal activities, monitors account health, and advocates internally for timely resolution of issues, incidents, and feature requests. Reporting to the Vice President of Customer Success, the role works closely with Sales, Engineering, Support, Finance, and other Customer Success functions. It supports enterprise expansion initiatives, owns identified service opportunities, and ensures seamless handoffs and accurate, up-to-date account coordination across departments.
