Customer Success Manager

IDEX; Pittsburgh (Allegheny County); On-site; USD 70,000 - 90,000; Full time

Job summary

IDEX is seeking a Customer Success Manager in the Pittsburgh area. This mid-level role focuses on customer onboarding, technical account management, and ensuring long-term success. The CSM will guide customers through the training experience, delivering software training and resolving any challenges.

The ideal candidate will possess strong communication skills and a customer service mindset, with familiarity in CCTV inspection technology. This role requires some travel to customer sites, offering a unique opportunity to make a significant impact.

Qualifications

• Excellent communication skills are essential for this role.
• Experience in customer service is required, preferably in technical environments.
• Familiarity with CCTV inspection technology is a plus.

Responsibilities

• Own technical account management for assigned customers.
• Manage customer training with accountability for outcomes.
• Deliver software deployment training both remotely and onsite.

Skills

Excellent written and verbal communication skills

Strong customer service mindset

Experience with CCTV inspection technology

Ability to work efficiently in a fast-paced environment

Demonstrated leadership skills

Highly organized

Self-motivated and accountable

Ability to learn new technologies quickly

Familiarity with software in field and office

Willingness to travel

Job description

Role Overview

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact. With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you. The Customer Success Manager (CSM) is a mid‑level role focused on technical account management, customer onboarding, and long‑term customer success. This position owns the end‑to‑end training experience for new customers—guiding them from initial onboarding through successful deployment and transition into ongoing support. The CSM serves as a trusted technical partner, delivering advanced software training, resolving deployment and usage challenges, and ensuring customers are effectively using WinCan’s most advanced software solutions and workflows. In addition to customer-facing responsibilities, this role supports internal capability‑building by training junior service staff and actively participating in the service leads group. Note: We are looking for someone for the East Coast Area near Pittsburg with easy access to an airport.

About WinCan

WinCan is a global leader in sewer and drainage inspection software, trusted by municipalities, utilities, and service providers worldwide. Our solutions help customers collect, manage, and analyze inspection data to make informed infrastructure decisions. At WinCan, we combine powerful technology with hands‑on expertise to ensure our customers succeed from day one—and continue to realize value long after implementation.

Key Responsibilities

• Own technical account management for assigned customers
• Manage and execute all customer trainings, with full accountability for successful outcomes
• Deliver software deployments and advanced workflow training, both remotely and onsite
• Serve as the primary point of contact for customers experiencing software or deployment issues
• Maintain accurate and up‑to‑date training and deployment status in Zendesk
• Meet defined training timelines and milestone goals for each customer engagement
• Collaborate closely with Sales and Administrative teams on key accounts
• Provide user training in both virtual and in‑person environments
• Participate in the service leads group to support service strategy and continuous improvement
• Train and mentor internal service team members
• Provide direct support to WinCan’s dealer channel as needed

Qualifications & Skills

• Excellent written and verbal communication skills
• Strong customer service mindset with a solutions‑oriented, problem‑solving approach
• Experience with or familiarity in CCTV inspection technology
• Ability to work efficiently in a fast‑paced, customer‑facing environment
• Demonstrated leadership, teamwork, and cross‑functional collaboration skills
• Highly organized with proven project and task planning capabilities
• Dependable, self‑motivated, and accountable
• Ability to quickly learn and adapt to new technologies
• Familiarity with both field and office use of CCTV inspection software
• Ability and willingness to travel to customer locations as required

Equal Opportunity Employer

Idex is an Equal Opportunity Employer. Idex gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at [e-mail] for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?