Remote North America Customer Success Manager

Industrial Engineering Supplies Ltd; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary and benefits

Fully remote position

Job summary

Industrial Engineering Supplies Ltd. is establishing its North America Customer Success function and seeks a seasoned CSM to lead onboarding, adoption, retention and renewals for a diverse portfolio.

You will collaborate with Account Management, Technical Support, Training and Product to ensure a joined-up experience across tiers and personas, while expanding relationships in the North American market.

Qualifications

• 5+ years in a customer-facing role (Customer Success, Account Management or similar) in SaaS/tech.
• Strong verbal and written communication, adaptable across client tiers.
• Organised with strong time management across a varied portfolio.
• Experience with CS tools (Planhat, Totango, Gainsight, ChurnZero) and CRM (Salesforce).
• Exposure to AEC industry workflows and building performance or energy modelling.

Responsibilities

• Act as the day-to-day contact for a regional portfolio spanning Strategic, Tier 1–3 customers.
• Conduct regular health reviews, adjusting cadence to the customer's tier and persona.
• Coordinate onboarding, adoption and handover with Support and Training.
• Monitor health, renewals and identify upsell opportunities across tiers.
• Provide customer insights to support account planning and commercial discussions.

Skills

Customer Success

Account Management

Communication

Time Management

Cross-functional Collaboration

Tools

Planhat

Totango

Gainsight

ChurnZero

Salesforce

Job description

Industrial Engineering Supplies Ltd. is establishing its North America Customer Success function and seeks a seasoned CSM to lead onboarding, adoption, retention and renewals for a diverse portfolio.

You will collaborate with Account Management, Technical Support, Training and Product to ensure a joined-up experience across tiers and personas, while expanding relationships in the North American market.