Customer Success Manager

Job Description

Under the leadership of the Executive Director, Customer Success Manager is responsible for managing the full lifecycle of customer activity including software license distribution and compliance, coordinating RMA processes, supporting technical inquiries through JIRA, and ensuring seamless onboarding and aftersales support. This role serves as the primary interface for production customers, driving year-over-year hardware and software renewals while collaborating cross-functionally to align technical solutions with customer goals. Proactive engagement of this role helps monitor account health, influence product improvements, and contributes to business growth through upsell and cross-sell initiatives.

Essential Duties

• Software License Manager : Responsible for software license distribution, activations, usage monitoring, renewals, and compliance coordination. Identify upsell and cross-sell opportunities within the accounts utilizing HubSpot. Identify and support account manager with customer payments..
• RMA processes : Responsible for coordinating customer interface to closure. Supporting internal reviews, approvals, and logistics to ensure timely resolution of hardware returns and replacements.
• Technical Support, JIRA Tickets : Responsible for coordinating customer interface to closure. Support cross-functional teams (engineering, product, support, and sales) to align customer objectives with technical capabilities. Monitor account health, mitigate risk, and deliver insights through regular business reviews and data-driven recommendations.
• Customer Management : Responsible for coordinating customer interface for YoY forecasted hardware / software renewals for projected business growth. Advocate for customer needs internally to New Eagle, influencing product development and service improvements.
• Customer Onboarding : Responsible for coordinating : 1) Entering customer data into NetSuite 2) NDA’s [if applicable] 3) Appropriate access to software sites 4) Training for JIRA tickets.
• Aftersales Support : Identify upsell and cross-sell opportunities, contributing to customer expansion and overall revenue growth.
• Employee may be assigned additional responsibilities by the manager in alignment with business needs.

Qualifications