Customer Success Manager / Retention Specialist

epicio; United States; On-site; USD 70,000 - 110,000; Full time

Job summary

EPIC iO Technologies is seeking a Customer Success Manager to serve as the primary contact for assigned customers, helping them realize value from EPIC iO products and solutions throughout the customer lifecycle.

You will own renewal readiness, monitor customer health, identify expansion opportunities, and coordinate with Sales, Support, Product, and Operations. Travel may be required to support customers across time zones.

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 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, 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, log outcomes, and communicate with customer and teams.
• 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 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 to support growth conversations.
• Own renewal readiness activities for assigned accounts, including tracking dates, risks, customer sentiment, and required follow-up.

Job description

About EPIC iO Technologies

EPIC iO builds technology for the real world.

We help organizations see more, know more, stay connected, and act faster by bringing together AI, intelligent video, edge technology, and enterprise-grade wireless connectivity.

But the technology is only part of the story.

What really makes EPIC iO different is the people behind it.

Smart, driven people who like solving hard problems. People who dig in, challenge assumptions, move quickly, and take ownership. People who know the best ideas can come from anywhere and that solving meaningful problems takes collaboration, curiosity, and zero ego.

We’re helping protect people and critical assets. Keep businesses and remote operations connected. Make existing infrastructure smarter. Turn real-world data into action when it matters most.

And we’re building a team that wants to make an impact while doing it.

Wicked-smart people. Real-world problems. Technology that matters. And we’re just getting started.

The Customer Success Manager serves as a primary point of contact for assigned customers, helping customers realize value from EPICiOproducts and solutions throughout the customer lifecycle. This role builds trusted relationships, manages customer goals, monitors customer health, supports renewals,identifiesexpansion opportunities, and partners cross-functionally to improve customer outcomes.

This role processes the primary portion of cancellation requests, including customer acknowledgement, potential retention, investigation, internal and external processing, and communication.

Responsibilities & Tasks

• Own the customer relationship for assigned accounts bymaintainingregular communication, documenting goals, and driving customer success plans.

• Manage Customer Cancellation Requests: Acknowledge receipt, investigate and engage on retention opportunities, internally process outcomes (log, calculate ETFs, SLVs, process returned equipment), and communicate with the customer and all 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 EPICiOsolutions 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 improvethe customerexperience.

• Identifyupsell, cross-sell, and expansion opportunities and collaborate with Sales as needed to supportappropriate growthconversations.

• Own renewal readiness activities for assigned accounts, including tracking dates, risks, customer sentiment, and required follow-up.

Required Qualifications

• Experience in Customer Success, account management, business development, oranothercustomer-facingfunction.

• 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.

Desired Qualifications

• Salesforce,ChurnZero, HubSpot, or customer success platform experience.

• Bachelor’s degree in Business Administrationor equivalent experience.

• Experience working in SaaS,SCaaS, IoT, smart city, connectivity, or technology environments, wireless preferred.

• Sales experience is beneficial.

Physical Requirements

• Prolonged periods of sitting and working at a computer.

• Ability to communicate effectively through email, phone, video, CRM, and collaboration tools.

• Ability to travel asrequiredfor customer, sales, project, or business needs.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

• Work schedule is a standardworkdaybut dependent upon the customer base/territoryie. East, West, or Central; may support customers across time zones.

Equal Employment Opportunity

EPICiO is an equal opportunity employer. Employment decisions are based on business needs, job requirements, and individual qualifications. The Company does not discriminate on the basis of any status protected by applicable federal, state, or local law. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions of the role.