Associate Customer Success Manager

Embrace Software Inc; Austin (TX); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health benefits

401(k) contributions

Remote work option

Career development

Salary commensurate with experience

Job summary

Embrace Software Inc. in Austin, TX is seeking an Associate Customer Success Manager to join the Support & Customer Success team.

You will be the primary post-sale contact for a portfolio of enterprise and mid-market accounts—ensuring deployments go smoothly, customers adopt the platform effectively, and the business retains and grows its relationships overtime. This role combines technical problem-solving with strategic account ownership, including hardware/configuration, onboarding, quarterly

Qualifications

• 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 can work through a configuration problem, understand hardware and software interactions, and communicate technical concepts clearly to non-technical audiences.
• Track record of owning customer relationships and success metrics such as NRR, retention, or time-to-value.
• Confident running structured conversations with senior stakeholders, including QBRs and executive business reviews.
• Experience coordinating with Support or Engineering on time-sensitive issues, with a strong sense of when to elevate and when to resolve.
• Clear, organized communicator with a bias toward documentation and structured follow-through.

Responsibilities

• Technical Delivery & Implementation: manage hardware configuration, deployment validation, and device readiness; coordinate with Solutions Engineering and Operations.
• Serve as the technical point of contact for product behavior questions, integration issues, and configuration requirements.
• Triage and track support requests; collaborate with Support to resolve and address patterns.
• Participate in onboarding to ensure deployments meet requirements and users are set up for success.
• Customer Success & Account Management: own post-sale relationships for accounts, run quarterly business reviews, renewals and expansion planning.
• Deliver product training and enablement for new users and existing teams to drive adoption of CALM and LifeSafety lines.
• Maintain account records, health scores, and pipeline data in CRM; act as voice of the customer to Product/Engineering.

Skills

Post-sale role

Technical delivery

Customer relationships

Executive communication

CRM familiarity

Tools

Salesforce

Confluence

Jira

Excel

Job description

Austin, United States | Posted on 11/06/2026

• Department Name Support & Customer Success
• Date Opened 11/06/2026
• Job Type Full time
• Required Skills
  • technical skills
  • global positioning system
  • +2
• Work Experience 2-3 years
• City Austin
• State/Province Texas
• Country United States

About Us

We're rebuilding vertical software with AI — from the inside.

Embrace owns the software running inside 16% of the Fortune 500, 45+ state agencies, and 450+ banks and credit unions. We acquire entrenched vertical software businesses and rebuild them around AI — products, operations, go-to-market, all of it. Our Venture Lab launches new AI-native products into those same markets, using the distribution and customer relationships our portfolio already owns.

You'll ship AI into production against real workflows, real customers, and a P&L you can see move within a quarter.

We hire people who want scope, speed, and ownership, and who are tired of working on AI that never reaches a customer. If you want to spend the next five years shipping into software that already runs the economy, talk to us.

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 a fast-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
  

Requirements

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 elevate 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