Position Description:

The Customer Success Manager is a position critical to the company's growth and reputation. The individual performing this role will be responsible for handling day-to-day communications with our customers and ensuring their needs are addressed. At this stage for our organization this includes our business accounts, channel and technology partners and the market roll-out of our device hardware. This role supports and augments our technology and project management resources such that they can perform their duties spanning both R&D activities and customer implementations. Most importantly, this central role liaises constantly with various functions in the company, business development, alliances, engineering and product marketing.

Required Skills:

Applicants should have 3+ years of work experience in a similar role.

The following skills are essential to success:

  • Proficiency with the Microsoft Office suite

  • Excellent written communication skills

  • Knowledge of project management fundamentals, working experience with project management software desirable

Required Characteristics:

We are a collaborative team with a commitment to continued learning, and we are passionate about meeting and exceeding customer expectations.
Individuals should have an insatiable desire to learn, an eagerness to grow above and beyond their current level of experience, and be great communicators.
A successful candidate should be able to:

  • Work independently with a focus on deadlines and deliverables within a team context

  • Embrace the need to multi-task and constantly prioritize their work

  • Perform research into issues faced by our customers and present the results to the wider organization

  • Independently and proactively investigate operational issues and offer process, tool and product improvements

  • Dive into routine tasks (as we all must at times)

  • Be willing to provide leadership when presented with projects or tasks

  • Work collaboratively across business groups and skillsets

  • Provide energy and encouragement to others with willingness to help others succeed and improve

  • Communicate product design and usability suggestions with product and engineering staff as well as across the company

  • Consider customer experience constraints from multiple points of view (marketing, industrial design, business costs, consumer values)

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