Customer Success Manager - SaaS

The Customer Success Manager is a commercially-aware, relationship-led role within the Revenue org. This role owns a portfolio of accounts, ensuring customers realize measurable value from the Horizon platform(s) and other associated product lines. They protect gross revenue retention (GRR) and influence net revenue retention (NRR) through deep adoption and health management.

This role reports to Customer Success leadership within the Revenue organization. The Customer Success Manager owns account health, adoption planning, customer-success plans, QBR execution, value realization, and early churn-risk escalation across an assigned portfolio.

The role partners closely with Account Executives, who retain ownership of commercial strategy, pricing, renewals, expansions, cross-sells, and contracting. The Customer Success Manager supports those motions by ensuring customer value is demonstrated before renewal, surfacing risks early, identifying qualified expansion signals, and providing relationship and health context.

The Customer Success Manager is not a technical delivery or implementation owner. They coordinate SMEs, TPMs, Product, and integration resources on behalf of the customer, but technical execution, project delivery, roadmap commitments, and commercial commitments remain with the appropriate functional owners.

Customer Success leadership owns portfolio assignment, account tiering, success-plan standards, account-health methodology, escalation paths, and performance expectations for this role.
Core Responsibilities: 

• Maintain account health scores across your portfolio; proactively identify and escalate accounts at risk of churn or contraction throughout their lifecycle.
• Build and maintain multi-threaded relationships within customer organizations. This is not just the day-to-day contact, but economic buyers and operational stakeholders The Customer Success Manager must understand the customer’s actual operating workflow well enough to connect Horizon usage to measurable business outcomes. .
• Lead structured QBRs that demonstrate measurable value delivered against the customer's KPIs. For strategic or renewal-sensitive accounts, QBRs should be planned jointly with the AE. The Customer Success Manager owns the value narrative, adoption data, health insights, and success-plan progress; the AE owns commercial positioning and next-step commercial motions.
• Own the customer's success plan from onboarding handoff through the full contract lifecycle, updating it as the customer's priorities evolve. Build and maintain a customer-specific value narrative that connects Horizon usage, workflow improvement, and operational outcomes to the customer’s stated business objectives.
• Partner with the AE to ensure customers arrive at renewal conversations with value already clearly established. Surface risk signals early; do not let churn become visible only at renewal.

• Develop and execute adoption plans tailored to each customer's contracted scope, workflows, and success metrics.
• Track feature utilization against contracted scope; identify underutilized capabilities and create targeted enablement plans to close the gap.
• Understand the customer's broader systems architecture (ERP, CMMS, SCADA) and coordinate with SMEs and integration specialists to remove technical blockers to adoption (to be tracked in SalesForce or other platform). 
• Establish and track customer-specific KPIs (e.g., turbines monitored per engineer, inspection-to-repair cycle time) and use these as the basis for ongoing success conversations (to be tracked in SalesForce or other platform).

• Serve as the customer's internal advocate by coordinating with SMEs, TPMs, and product resources on the customer's behalf without owning technical execution directly.
• Triage customer issues and escalations: resolve what you can, route what you can't, and always close the loop with the customer on outcomes.
• Participate in the implementation-to-CS handoff for new accounts.
• Contribute field insight back to Product via structured feedback loops like patterns in adoption friction, recurring feature gaps, and competitive intelligence.
• Customer Success Managers have authority to escalate customer risks to Revenue, Product, Delivery, and Executive leadership when account health, adoption, renewal confidence, or customer trust is materially at risk.

• Identify and qualify expansion signals within the portfolio, including new asset classes, additional product lines, and TEI upgrade opportunities, then pass qualified opportunities to the AE with relevant customer context, business rationale, and timing. 
• Do not own expansion or renewal commercials. Do own the customer relationship and customer health that makes those conversations possible.
• Contribute to account planning sessions with AEs on strategic accounts; provide relationship and health context that informs the commercial strategy.

• 5+ years in Customer Success, Account Management, or a commercially-oriented post-sales role within a SaaS or analytics-driven environment.
• Demonstrated experience managing a portfolio of accounts with measurable retention and adoption outcomes.
• Exposure to energy, utilities, asset-intensive industries, or infrastructure software is strongly preferred.
• Experience working alongside Account Executives in a land-and-expand model. Understands where CS ends and commercial ownership begins.

• Commercially literate: understands GRR, NRR, churn mechanics, and how CS activity connects to revenue outcomes.
• Confident facilitating executive-level QBRs without a technical resource in the room for standard accounts.
• Analytical: able to build and interpret account health dashboards, adoption metrics, and customer KPI benchmarks using tools such as CSP SaaS, Salesforce, Power BI, or similar.
• Strong written and verbal communication; able to translate technical complexity into business language for operator-level stakeholders.
• Organized across a portfolio by using playbooks, templates, and structured cadences rather than reinventing the approach per account.

• BA/BS in Business, Engineering, or a technical/analytical field. Relevant experience may substitute.

This role requires approximately 20% travel (roughly 4 days per month) as possible. Travel expectations reflect the nature of our customer base: asset-intensive industrial operators with large geographic footprints who value on-site presence at key moments in the relationship. If for outstanding reasons client travel expectations cannot be met, arrangements are to be made in due time with leadership to cross-functionally support the customer health.

• Quarterly Business Reviews (QBRs): A minimum of one in-person QBR per account per year; two per year for strategic accounts ($500K+ ARR). 
• New account onboarding: On-site presence at the implementation-to-CS handoff and at go-live milestones. First impressions in complex industrial accounts are set in person.
• At-risk account recovery: When an account health score trends red or an escalation requires executive-level engagement, on-site response is expected. Remote management of at-risk relationships is not sufficient.
• Strategic account planning: Joint on-site visits with the AE on accounts approaching renewal or where expansion signals have been identified. The CUSTOMER SUCCESS MANAGER provides relationship context; the AE leads the commercial conversation.

Travel should not substitute for a scalable account management model. Routine check-ins, standard training sessions, and product Q&A are managed remotely. On-site time is reserved for high-value relationship moments that cannot be replicated over video.

This role may be remote or located in the SkySpecs Ann Arbor headquarters, depending on candidate location and preference. Remote applicants will be expected to attend team meetings primarily in the US Central timezone.

Relocation: This position does not offer financial support for relocation.

Sponsorship: Applicants must be currently located in the United States and legally authorized to work in the United States for this employer now and in the future, without the need for visa sponsorship. We are unable to sponsor or take over sponsorship of employment visas at this time.

Compensation: Base salary dependent on experience and location. Position is eligible for variable compensation plan 

SkySpecs is an equal opportunity employer. SkySpecs does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.