Customer Success Partner: Drive Adoption & Renewal

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

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.