Guide Level 4 customers through their full post-sale journey—driving adoption, securing renewals, and building advocacy Own and exceed KPIs across adoption, upsell, renewal, and customer advocacy Lead the end-to-end customer operations process, from onboarding through ongoing value delivery Champion best practices and uncover new customer use cases that expand platform value Partner cross-functionally to support and accelerate the evolution of the SmartSense & Jolt solutions Build and execute project plans that align stakeholders and advance both strategic and tactical priorities Manage a dynamic workload with discipline—staying organized and responsive across customers with vastly different needs Identify and resolve adoption blockers, escalating customer concerns to the right internal teams with urgency and clarity Serve as the voice of the customer—advocating for their needs across every stage of the journey Continuously optimize the customer environment to ensure it delivers measurable, lasting value Recommend process improvements that accelerate adoption and revenue while proactively surfacing and mitigating risk Capture and amplify customer success stories that differentiate SmartSense in the market Collaborate with Client Partners to surface and act on growth and expansion opportunities Work with Customer Success, R D, and Operations to build a consistent, scalable process for triaging customer issues Feed the product roadmap by sharing customer pain points and prioritized enhancement requests with Product Management Partner with R D and Data Operations ahead of releases to understand changes, provide feedback, and prepare customers for new functionality Use automation and A.I. to engage customers at scale and drive meaningful outcomes across the Digital/Tech-Touch segment High school diploma or equivalent Strong project management, communication, and problem-solving skills with sharp attention to detail Proven ability to juggle competing priorities and consistently meet deadlines in a fast-moving environment Proficiency in CRM platforms, project management tools, and MS Office (especially Excel and PowerPoint) Clear, confident communicator—equally effective with customers and internal stakeholders Bachelor's degree or equivalent college credits Experience in a SaaS or IoT environment 2+ years working with customer success automation tools such as Totango or similar platforms •Please note that we are unable to provide visa sponsorship for this position. This includes, but is not limited to, work visas, employment-based visas, or residency sponsorship. Candidates must have valid work authorization in the United States at the time of application. Visa applications of any kind will not be considered.