Job Title: Customer Success Manager

Location: Remote

Reports To: Chief Commercial Officer

Compensation: base salary based on experience with + Bonus + Stock Options

Travel: Required

About Sensei

At Sensei, we are revolutionizing the manufacturing industry with cutting-edge AI-based condition monitoring solutions. As a new spin-out from the large, well-established Japanese conglomerate, TDK Global, we bring together legacy expertise with innovative technology to create impactful change in heavy industries. We are on a mission to help manufacturers achieve unparalleled efficiency and safety by leveraging the power of AI and IIoT. Join us on our journey to transform the future of manufacturing.

Position Overview

We're seeking an experienced Customer Success Manager to join our growing team and drive the successful adoption and implementation of our condition monitoring solution. In this role, you'll be responsible for ensuring customer satisfaction, maximizing product adoption, and maintaining strong relationships with our enterprise clients.

Key Responsibilities

Customer Onboarding & Implementation
• Lead customer onboarding processes, including kickoff meetings, implementation planning, and success metrics definition
• Coordinate with Customer Solutions Team for sensor deployment, gateway installation, and dashboard setup
• Develop and maintain project timelines and ensure successful solution deployment
• Create and deliver customer training programs for system operation and maintenance

Relationship Management
• Serve as the primary point of contact for assigned enterprise accounts
• Conduct regular business reviews to ensure customer satisfaction and identify expansion opportunities
• Build and maintain relationships with key stakeholders across customer organizations
• Proactively identify and resolve customer concerns before they escalate
• Provide first-line support for the monitoring system
• Work with engineering teams and product team to relay customer feedback and feature requests

Business Growth
• Identify and drive opportunities for account expansion
• Document and share customer success stories and use cases
• Work with sales team to ensure smooth customer handoff and alignment
• Track and report on key customer success metrics and KPIs

Required Qualifications
• Bachelor's degree in Engineering, Technical Field, or related discipline
• 3+ years of customer success experience, preferably in Industrial IoT, manufacturing, or related technical field
• Strong understanding of industrial equipment and processes (motors, pumps, etc.)
• Experience with condition monitoring systems, predictive maintenance, or industrial automation
• Excellent project management and implementation skills
• Strong presentation and communication skills
• Ability to understand and explain technical concepts to various audiences

Preferred Qualifications
• Experience with enterprise IoT deployments
• Knowledge of industrial protocols
• Background in manufacturing, water treatment, or chemical processing industries
• Familiarity with data analytics and visualization tools
• Experience with CRM systems and customer success tools
• Professional certifications in relevant areas (PMP, CSM, etc.)

Required Travel
• 30-40% travel required for customer site visits and implementations

What We Offer
• Competitive base salary and performance-based bonus
• Comprehensive health, dental, and vision insurance
• 401(k) matching program
• Professional development opportunities
• Remote work flexibility with occasional travel
• Opportunity to shape the customer success function in a growing company

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.