As a Customer Success Manager (CSM), you will serve as the primary owner of post-implementation customer outcomes. You’ll guide adoption, help customers align product usage to business goals, and empower them to derive measurable value from Irth’s solutions.
You won’t directly manage implementations or renewals, but you’ll act as the strategic connector between customers and internal teams — ensuring customers understand both how to use the product effectively and why it matters to their operations.
Our CSMs are proactive advisors, data-driven problem solvers, and trusted advocates who balance tactical execution with strategic impact. You’ll collaborate closely with Product, Support, and Account Executives to ensure your customers maximize value and continuously evolve their partnership with Irth.
Solution Knowledge & Customer Domains
CSMs will build domain knowledge aligned to solution categories (e.g., Damage Prevention, Land Management, Training & Compliance) to support relevant workflows, value drivers, and customer context.
Key Responsibilities
As the primary post-implementation owner of customer outcomes, you will drive adoption, enablement, and value realization across assigned accounts — tailoring strategies based on customer engagement and collaboration levels.
Adoption & Value Enablement
· Own customer adoption, value realization, and overall health across assigned accounts.
· Develop deep understanding of customer operations, use cases, and business goals to align product utilization with measurable outcomes.
· Conduct success calls and health reviews to identify optimization opportunities and drive expanded utilization.
· Deliver targeted enablement sessions to drive continuous improvement and expanded feature use.
· Evaluate customer engagement and collaboration patterns to determine the level and style of CS involvement and adapt enablement strategies accordingly.
· Collaborate with peers and leadership to conduct regular customer-facing office hours and monthly, targeted, topic-specific webinars.
Value Realization & Strategic Guidance
· Coach customers on interpreting usage patterns and performance signals so they can connect product usage to their operational goals and business outcomes.
· Collaborate with customers to define success criteria, establish trackable milestones, and monitor progress.
· Facilitate strategic discussions that strengthen adoption, operational efficiency, and long-term value realization.
Internal Alignment & Advocacy
· Partner with Implementation and Support to ensure smooth transitions from onboarding to steady-state adoption and improve the customer experience.
· Provide structured, data-informed feedback to Product and Engineering teams to shape future enhancements and user experience.
· Serve as the voice of the customer by providing structured, evidence-based insights to influence roadmap and prioritization.
· Collaborate with Sales and Account Executives to share health insights that inform renewal forecasting and expansion opportunities.
· Contribute to the continuous refinement of internal playbooks, health scoring models, and success frameworks.
Health Monitoring & Risk Mitigation
· Monitor health signals (usage, engagement, support trends) via dashboards and analytics tools.
· Identify early risks and coordinate mitigation plans across internal teams.
· Maintain accurate data and notes in systems of record to support visibility, forecasting, and cross-functional alignment.
· Capture sentiment, insights, and action items to ensure organizational alignment.
Requirements
· 3+ years of Customer Success, Technical Account Management, or SaaS client-facing experience, ideally within enterprise or critical infrastructure industries.
· Demonstrated success driving adoption and measurable business outcomes for complex, multi-stakeholder customers.
· Strong analytical and storytelling ability—capable of interpreting usage data and connecting it to tangible customer value.
· Technical aptitude with the ability to understand SaaS workflows, data structures, and integration patterns, and translate technical concepts clearly to both technical and non-technical audiences.
· Exceptional communication and facilitation skills, comfortable engaging both executive and product end-users.
· Proven collaboration across Product, Support, and Sales functions.
· Proficiency with customer success and analytics tools, like ClientSuccess, Salesforce, Power BI, and the Microsoft 365 suite.
· Highly organized, self-directed, and able to manage multiple priorities in a fast-paced environment.
Benefits
Above our heads and below our feet is a spiderweb of cables, pipelines, electric lines, sewer systems, telecommunications networks and more. From the assets themselves to the people that manage and maintain them, everything and everyone must work together seamlessly to ensure reliability, resiliency, safety and ongoing compliance with local and federal mandates. For decades, Irth Solutions has worked with global leaders such as Shell, ExxonMobil, T-Mobile, Verizon and more to provide industry-leading technology to help enhance the reliability and resiliency of their critical network infrastructure. We know our work is mission-critical and we are committed to our goal of responding to customer needs and continuing to innovate to deliver impactful solutions for the future. But we can’t do it alone. We need dedicated, hard-working professionals that foster a collaborative, fun and supportive environment that ensures respect and a safe place to allow ideas to flourish. At our core, we value transparency, honesty and integrity. Our team thrives on diversity and those who take responsibility, ownership and make a commitment to teamwork.At Irth Solutions, teamwork means supporting one another’s goals and celebrating collective victories. Individually, we can get our jobs done — but together, we can all achieve bold visions. Are you interested in joining Irth Solutions? Start by applying below.Irth Solutions is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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Customer Success Manager Q&A's