Sr. Customer Success Manager
The Customer Success Team at RTI is dedicated to delivering exceptional customer experiences and driving significant business value. As a Sr. Customer Success Manager, you will build strong relationships with customers, foster successful product adoption and assist in identifying new project opportunities. You will play a crucial role in contributing to RTI’s overall success by driving retention and cultivating loyalty, while supporting revenue growth. ✨ What You’ll Do / Responsibilities Customer Success and Focus: Become a trusted advisor through proactive engagement and guidance to help maximize the value of your customer’s products and services. Develop a strong understanding of customers’ organizations and business practices to build relationships with key influencer and decision maker contacts. Partner with internal teams (Products and Markets, Services, Marketing) to ensure customers have access to the latest solutions and expertise. Monitor customer health, proactively identify and mitigate potential risks to customer satisfaction and experience. Customer Retention & Expansion: Collaborate closely with the Account Manager to align on account strategy and drive successful execution. Assist in identifying upsell and new project opportunities within existing customers and ensuring seamless handoffs to Account Manager and Field Application Engineer to pursue opportunities. Understand and track key performance indicators (KPIs) that measure the effectiveness of customer success initiatives. Customer Success Strategy & Execution: Collaborate within the Customer Success team to develop and refine customer success best practices, methodologies, and playbooks. Assisting with the implementation and setup of technology to help us serve our customers at scale. 🎯 What We’re Looking For / Requirements Technical degree with at least 5-7+ years of experience in a post-sales, customer facing role such as customer success, field application engineering, customer support, customer experience focused program/project management. Experience working with on-premise software. Experience in autonomous devices, IoT/IIoT, or embedded systems. Excellent communication and collaboration skills, working with cross functional teams and initiatives. Strong focus on customer needs and an intellectual curiosity about the products that help to meet them. English proficiency is required. Work Authorization & Clearance: This role requires eligibility for Government security clearance for Aerospace & Defense projects. Clearance eligibility is limited to Singapore Citizens and Permanent Residents, as applicable. Work pass sponsorship is not available for this position. Willing and able to travel (up to 20%). Don’t meet every single requirement? At RTI, we are dedicated to building a fair and inclusive workplace so if you’re excited about this role but your past experience doesn’t perfectly align with all qualifications in the job description, we encourag...