Digi International (Opengear) is hiring a Manager of Customer Success for a player-coach role. You will lead a team of 6–10 CSMs focused on small and mid-market customers while directly managing a small portfolio. Your mission is to drive adoption, value realization, renewals, and expansion for our SmartSense & Jolt solutions, coaching your team and partnering cross-functionally to turn customer outcomes into business impact.
What You'll Do
- Own a small portfolio of SMB accounts as the primary post-sale contact, running adoption, annual web-based Business Reviews, value-led ROI, renewals, and outcome achievement.
- Serve as an escalation point and model world-class customer engagement.
- Lead, mentor, and performance-manage 6–10 CSMs toward adoption, retention, and expansion goals.
- Establish weekly coaching rhythms (pipeline, renewals, risk reviews) and individual development plans.
- Hire, onboard, and ramp new CSMs.
- Drive overall portfolio poor health to under $2m across all Small and Mid-Market customers.
- Own cohort GRR/NRR for the mid-market segment; drive proactive risk plans and value roadmaps.
- Partner with Client Partners on upsell/cross-sell strategies and forecast accuracy; ensure renewal discipline.
- Standardize processes for onboarding, adoption, renewals, advocacy, and escalations; ensure consistent customer cadence.
- Leverage tooling (e.g., CRM/CS platform, health scores, playbooks) to scale programs and measure impact.
- Surface product feedback and themes with quantified impact.
- Work with the VP of CS and the Director of CS on portfolio strategy, growth, and retention.
- Collaborate with Product, R&D, Operations, and Support to resolve issues and inform the roadmap.
- Partner with Marketing on references, case studies, and scaled education.
- Generate 5 Customer testimonials from SMB markets.
What We're Looking For
- Bachelor’s in business/management or related field (or equivalent experience).
- 5+ years in Customer Success or Account Management.
- 2+ years leading or mentoring a CS or AM team.
- Executive-ready communication; comfortable with Director/C-suite stakeholders.
- Proven results in adoption, retention (GRR/NRR), and revenue growth; renewal and expansion rigor.
- Excellent coaching, performance management, and cross-functional partnership skills.
- Familiarity with tools such as NetSuite CRM, CS platforms (e.g., Totango), Zendesk/Jira.
Nice to Have
- Strong understanding of SMB business motions.
- Experience with restaurant or retail operations.
Technical Stack
- NetSuite CRM
- Customer Success platforms (e.g., Totango)
- Zendesk
- Jira
Team & Environment
You will lead a team of 6–10 Customer Success Managers and report to both the VP of Customer Success and the Director of Customer Success.
Benefits & Compensation
- Salary range: $95,000 – $149,000
- Short-term incentive program
- New hire stock award
- Paid parental leave
- Open (uncapped) PTO
- Hybrid work environment
- Competitive medical, health & wellbeing and compensation offerings
Work Mode
This is a hybrid position. Candidates should be remote with proximity to South Bend, IN, Minneapolis, MN, Lehi, Utah, or Boston, MA.
At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.
