Customer Success Manager

Summary

Persistent Systems, LLC develops Wave Relay mobile ad hoc networking wireless radio systems for government and commercial applications. The Customer Success Manager serves as the primary post-sale contact for strategic customers, driving adoption, satisfaction, retention, and growth while coordinating technical feedback and issue resolution with internal teams.

Responsibilities

• Serve as the primary relationship owner for strategic and high-value customer accounts
• Develop long-term customer relationships with clients through managing and interpreting their requirements
• Traveling to customer and business partner locations across the US and the world for programmatic meetings and events
• Provide post-sales technical assistance, continued product education, and information sharing on future Wave Relay product development
• Maintain a high level of Wave Relay technical acumen to effectively communicate with specialized and complex customer sets
• Onboard new customers and ensure a smooth transition from delivery and beyond
• Understand customer goals, business challenges, and success metrics
• Proactively monitor customer health, usage, and satisfaction
• Coordinate with internal teams (Sales Engineering, Sales, Program Management Office, and Operations) to resolve issues and deliver solutions
• Conduct regular check-ins, business reviews, and success planning sessions
• Identify opportunities for account expansion, renewals, and upsells in collaboration with Sales and the Program Management Office (PMO)
• Advocate for customer needs and provide feedback to internal stakeholders to include the Engineering Department
• Manage escalations and ensure timely resolution of customer concerns
• Track customer interactions and outcomes in Persistent platforms

Skills

• Bachelor's degree or equivalent experience
• 3+ years of experience in customer success, account management, or client services
• Strong communication, presentation, and relationship-building skills
• Proven ability to manage multiple priorities effectively
• Customer-focused mindset with strong problem-solving skills
• Experience working in a technology, with an emphasis on wireless communications and/or networking preferred
• Proficiency with CRM tools (e.g., Salesforce) and customer success platforms is a plus
• Strong collaboration and cross-functional teamwork skills
• Experience managing people and strategic events
• Analytical, non-linear thinker who can identify trends
• Familiarity with contract renewals and retention strategies

Qualifications

Must Haves

• Bachelor's degree or equivalent experience
• 3+ years of experience in customer success, account management, or client services
• Strong communication, presentation, and relationship-building skills
• Proven ability to manage multiple priorities effectively
• Customer-focused mindset with strong problem-solving skills
• Experience working in a technology, with an emphasis on wireless communications and/or networking preferred
• Proficiency with CRM tools (e.g., Salesforce) and customer success platforms is a plus

Nice to Haves

• Strong collaboration and cross-functional teamwork skills
• Experience managing people and strategic events
• Analytical, non-linear thinker who can identify trends
• Familiarity with contract renewals and retention strategies

Benefits

• Eligibility for yearly discretionary bonus.
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Paid time off (sick time and vacation time)
• Flexible spending accounts
• 401(k) plan with company match
• Fitness membership reimbursement
• Tuition assistance
• Mental health benefits
• Pet discounts
• Remote work