Account Services Manager I - Remote US

Summary

Digi International is a company using Internet of Things (IoT) solutions to help organizations maintain compliance, enhance safety, and improve operations. The Account Services Manager I serves as the primary post-sale partner for Digital/Tech-Touch customers, driving adoption, retention, renewals, growth, and advocacy through SmartSense and Jolt tools, automation, and cross-functional collaboration.

Responsibilities

• Guide Level 4 customers through their full post-sale journey—driving adoption, securing renewals, and building advocacy
• Own and exceed KPIs across adoption, upsell, renewal, and customer advocacy
• Lead the end-to-end customer operations process, from onboarding through ongoing value delivery
• Champion best practices and uncover new customer use cases that expand platform value
• Partner cross-functionally to support and accelerate the evolution of the SmartSense & Jolt solutions
• Build and execute project plans that align stakeholders and advance both strategic and tactical priorities
• Manage a dynamic workload with discipline—staying organized and responsive across customers with vastly different needs
• Identify and resolve adoption blockers, escalating customer concerns to the right internal teams with urgency and clarity
• Serve as the voice of the customer—advocating for their needs across every stage of the journey
• Continuously optimize the customer environment to ensure it delivers measurable, lasting value
• Recommend process improvements that accelerate adoption and revenue while proactively surfacing and mitigating risk
• Capture and amplify customer success stories that differentiate SmartSense in the market
• Collaborate with Client Partners to surface and act on growth and expansion opportunities
• Work with Customer Success, R&D, and Operations to build a consistent, scalable process for triaging customer issues
• Feed the product roadmap by sharing customer pain points and prioritized enhancement requests with Product Management
• Partner with R&D and Data Operations ahead of releases to understand changes, provide feedback, and prepare customers for new functionality
• Use automation and A.I. to engage customers at scale and drive meaningful outcomes across the Digital/Tech-Touch segment

Skills

• High school diploma or equivalent
• Strong project management, communication, and problem-solving skills with sharp attention to detail
• Proven ability to juggle competing priorities and consistently meet deadlines in a fast-moving environment
• Proficiency in CRM platforms, project management tools, and MS Office (especially Excel and PowerPoint)
• Clear, confident communicator—equally effective with customers and internal stakeholders
• Candidates must have valid work authorization in the United States at the time of application
• Bachelor's degree or equivalent college credits
• Experience in a SaaS or IoT environment
• 2+ years working with customer success automation tools such as Totango or similar platforms

Qualifications

Must Haves

• High school diploma or equivalent
• Strong project management, communication, and problem-solving skills with sharp attention to detail
• Proven ability to juggle competing priorities and consistently meet deadlines in a fast-moving environment
• Proficiency in CRM platforms, project management tools, and MS Office (especially Excel and PowerPoint)
• Clear, confident communicator—equally effective with customers and internal stakeholders
• Candidates must have valid work authorization in the United States at the time of application

Nice to Haves

• Bachelor's degree or equivalent college credits
• Experience in a SaaS or IoT environment
• 2+ years working with customer success automation tools such as Totango or similar platforms

Benefits

• Short-term incentive program
• New hire stock award
• Paid parental leave
• Open (uncapped) PTO
• Hybrid work environment
• Competitive medical, health & wellbeing offerings