Customer Success Lead: Retention & Growth (SaaS/IoT)

EPIC iO Technologies; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

EPIC iO Technologies is seeking a Customer Success Manager / Retention Specialist to be the primary contact for assigned customers and help them realize value from EPIC iO products and solutions throughout the lifecycle.

The role focuses on building trusted relationships, managing goals, monitoring health, supporting renewals, and identifying expansion opportunities. Travel may be required across regions as needed.

Qualifications

• Experience in Customer Success, account management, business development, or another customer-facing function.
• Strong communication, relationship-building, organization, and follow-through skills.
• Ability to manage multiple customers, priorities, tasks, and customer commitments with attention to detail.
• Comfort working with CRM tools, customer success platforms, Microsoft Office, and customer-facing reporting.
• Data-informed approach to customer health, retention risk, adoption, customer goals, and account planning.

Responsibilities

• Own the customer relationship for assigned accounts by maintaining regular communication, documenting goals, and driving customer success plans.
• Manage Customer Cancellation Requests: acknowledge receipt, investigate and engage on retention opportunities, internally process outcomes, and communicate with the customer and involved departments.
• Develop trusted advisor relationships with customer stakeholders and help customers adopt features, workflows, and solutions effectively.
• Consult with customers to understand business goals, confirm success criteria, and connect EPIC iO solutions to measurable customer value.
• Conduct regular check-ins and Quarterly Business Reviews to review goals, progress, risks, outcomes, and satisfaction.
• Monitor customer health metrics and proactively coordinate actions to improve adoption, satisfaction, retention, and renewal readiness.
• Advocate internally for customer needs while partnering with Sales, Support, Product, and Operations to resolve issues and improve the customer experience.
• Identify upsell, cross-sell, and expansion opportunities and collaborate with Sales as needed to support growth conversations.
• Own renewal readiness activities for assigned accounts, including tracking dates, risks, customer sentiment, and required follow-up.

Skills

Communication

Relationship-building

Organization

Follow-through

CRM tools

Data-informed

Education

Bachelor's degree in Business Administration

Tools

CRM tools

Microsoft Office

Customer success platforms

Job description

EPIC iO Technologies is seeking a Customer Success Manager / Retention Specialist to be the primary contact for assigned customers and help them realize value from EPIC iO products and solutions throughout the lifecycle.

The role focuses on building trusted relationships, managing goals, monitoring health, supporting renewals, and identifying expansion opportunities. Travel may be required across regions as needed.