Customer Success Manager
Hybrid · Norcross, Georgia, United States
Job Summary
Customer Success Manager responsible for establishing Mission Communications’ post-sales customer experience, unifying technical support, order entry, proactive customer outreach, and high-touch service for strategic accounts. Defines and tracks KPIs (e.g., customer health, retention) via real-time dashboards; optimizes SCADA-related technical support; implements CRM-driven processes for coordination with Field Services and Sales; oversees Order Entry and handoffs; designs proactive engagement programs and executive-level account reviews; recruits and leads a high-performing team across Technical Support, Order Entry, and Customer Success; collaborates cross-functionally with Sales, Engineering, and Field Services to drive adoption, retention, and revenue growth.
Required Qualifications
- Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related technical field
- 7 years in technical customer-facing roles, preferably within an industrial, utilities, or technology environment
- At least 5 years in a team leadership role of 10+ people, across multiple functional areas
- Proven ability to define KPIs, build dashboards, and use data for strategic decisions
- Extensive experience with CRM systems (Salesforce, HubSpot) and analytics tools (Gainsight, Tableau, Power BI)
- Deep expertise in SCADA systems
- Proficiency with standard business tools such as Microsoft Office (Excel, Word, Outlook, Teams)
- Familiarity with industrial protocols (Modbus, DNP3, OPC), SCADA security, and IT/OT convergence
- Strong written and verbal communication skills, with the ability to translate technical information into clear, customer-friendly language
- Understanding of SaaS revenue models, ARR/MRR, churn, and net revenue retention
- Proven ability to prioritize, delegate, and manage multiple workstreams simultaneously
- Strategic thinker with entrepreneurial mindset and ability to build scalable processes
- Experience building or refining customer communication standards, outreach programs, or customer experience initiatives
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