Associate Customer Success Manager

Embrace Industrial Group servessome of the largest manufacturers in the world, including the Top 8 of 10Chemical, Top 3 of 10 Automotive, and Top 3 of 5 Oil and Gas companies, as wellas leading Heavy Machinery and Food manufacturers.

Radiant is a next-generationIoT platform focused on enterprise-grade asset tracking. Our technologyempowers organizations to manage and monitor critical and mobile assets in realtime—boosting visibility, accountability, and operational efficiency withminimal IT infrastructure.

The Role

We are hiring an Associate Customer Success Manager to sit at the intersection of technicaldelivery and customer relationship management. You will be the primarypost-sale contact for a portfolio of enterprise and mid-marketaccounts—responsible for ensuring deployments go smoothly, customers adopt theplatform effectively, and the business retains and grows its relationships overtime.

What sets this role apart from atraditional CSM is the technical depth it requires. You will get hands-on withhardware configuration, deployment validation, and integration troubleshooting,while also running the strategic account motion: QBRs, health reviews, renewalplanning, and expansion. You will work closely with Solutions Engineering,Support, and Product to make sure customers see measurable value from theirRadiant deployment.

This role is a strong fit forsomeone who wants to combine technical problem-solving with strategic accountownership, and who is looking to grow their customer success career in afast-moving, product-driven environment.

What You Will Do

Technical Delivery & Implementation Support

• Manage hardware configuration, deployment validation, and device readiness for your accounts, coordinating with Solutions Engineering and Operations to ensure on-time, accurate delivery
• Serve as the technical point of contact for product behavior questions, integration issues, and configuration requirements across your book of business
• Triage and track support requests for your accounts, partnering with the Support team on resolution and working to identify and address patterns before they become escalations
• Participate in customer onboarding, ensuring new deployments meet technical requirements and that end users are set up for success from day one

Customer Success & Account Management

• Own the post-sale relationship for a designatedportfolio of accounts, serving as the customer's primary point of contact andinternal advocate
• Run quarterly business reviews and executive check-ins,translating account health data into clear narratives and actionable plans
• Develop and execute renewal and expansion strategies,identifying growth opportunities and flagging risk early
• Deliver product training and enablement for new usersand existing teams, with a focus on driving adoption across the CALM and LifeSafety product lines
• Maintain accurate account records, health scores, andpipeline data in CRM and customer success platforms
• Act as the voice of the customer internally, bringingstructured feedback to Product and Engineering to inform roadmap decisions

What We Are Looking For

• 2-3 years of experience in a post-sale,implementation, or technical customer-facing role at a B2B SaaS or IoT company
• Demonstrated comfort with technical systems—you canwork through a configuration problem, understand how hardware and softwareinteract, and communicate technical concepts clearly to non-technical audiences
• Some track record of owning customer relationships andsuccess metrics such as NRR, retention, or time-to-value
• Confident running structured conversations with seniorstakeholders, including QBRs and executive business reviews
• Experience coordinating with Support or Engineering ontime-sensitive issues, with a strong sense of when to escalate and when toresolve
• Clear, organized communicator with a bias towarddocumentation and structured follow-through

Nice to Have

• Hands-on experience with RFID, BLE, GPS, or other IoThardware technologies
• Background in manufacturing, automotive, oil and gas,or life-safety industries
• Experience building or delivering customer training andenablement programs
• Familiarity with Salesforce, Atlassian Suite(Confluence, Jira), and Google Suite; strong Excel proficiency is a plus.

How You Will Be Measured

First Six Months

• Technical ramp: independently managing deploymentreadiness and device-related customer issues without escalation
• Time-to-value for new accounts entering your portfolio
• Quality and consistency of customer communication anddocumentation

Ongoing

• Net revenue retention and gross revenue retentionacross your book
• On-time delivery of QBRs, health assessments, andrenewals
• SLA adherence and support ticket resolution timeswithin your accounts
• Customer satisfaction and engagement scores
• Expansion pipeline sourced and influenced

• Competitive salary commensurate with experience.
• Opportunities for career advancement and professional development.
• Experience collaborating with a diverse, global team within a remote work setting.
• ​Comprehensive Health Benefits to support your wellbeing and peace of mind.
• Employer contributions to your 401(k)/RRSP