At Digi International (Opengear), the Senior Customer Success Manager serves as the primary post-sale point of contact for strategic customers. You will guide clients through onboarding, adoption, and long-term success with our SmartSense and Jolt solutions, leveraging deep industry knowledge to help them maximize platform value and achieve their operational goals.
What You'll Do
- Serve as the primary post-sale contact for strategic customers, managing the journey from onboarding through renewal and advocacy.
- Drive product adoption and utilization by demonstrating platform capabilities and aligning solutions to customer business outcomes.
- Meet and exceed KPIs related to adoption, upsell, renewals, and customer advocacy.
- Facilitate regular customer cadence meetings, trainings, and quarterly business reviews to ensure continued ROI.
- Identify and close upsell and cross-sell opportunities in partnership with Client Partners and Sales teams.
- Manage customer escalations and coordinate cross-functional resolution with Product, Support, and Operations teams.
- Act as the voice of the customer, providing feedback that informs product improvements and roadmap priorities.
- Partner cross-functionally to develop best practices, new use cases, and customer success strategies.
- Analyze product adoption challenges, identify risks, and implement strategies to improve customer outcomes.
- Develop and execute project plans that drive customer value, strategic initiatives, and operational improvements.
- Document and deliver customer success stories and references highlighting the impact of SmartSense solutions.
- Mentor and support other Customer Success Managers by sharing best practices and industry insights.
What We're Looking For
- Strong knowledge of enterprise business environments and operational challenges.
- Excellent project management, organizational, and communication skills.
- Ability to build strong relationships with both internal teams and external stakeholders.
- Proven ability to manage complex customer relationships and deliver measurable outcomes.
- Comfortable presenting and engaging with Director and C-suite level stakeholders.
- Ability to manage multiple priorities and diverse customer needs in a dynamic environment.
- Strong mentoring and leadership qualities with a collaborative team mindset.
Nice to Have
- Experience in retail, CPG, supply chain, or store operations environments.
- Experience in SaaS, IoT, or enterprise software customer success roles.
- Subject matter expertise in enterprise technology platforms or related solutions.
Team & Environment
You will work closely with Client Partners, Sales, and Product teams. Our culture is built on being team-oriented change agents who embrace diversity and inclusion.
Benefits & Compensation
- Salary range: $95,000 – $149,000
- Short-term incentive program
- New hire stock award
- Paid parental leave
- Open (uncapped) PTO
- Competitive medical, health & wellbeing and compensation offerings
Work Mode
This is a hybrid role open to candidates in Mishawaka, IN, Lehi, UT, Hopkins, MN, 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.
