Customer Success Manager / Retention Specialist

The Customer Success Manager serves as a primary point of contact for assigned customers, helping customers realize value from EPIC iO products and solutions throughout the customer lifecycle. This role builds trusted relationships, manages customer goals, monitors customer health, supports renewals, identifies expansion opportunities, and partners cross-functionally to improve customer outcomes. 

This role processes the primary portion of cancellation requests, including customer acknowledgement, potential retention, investigation, internal and external processing, and communication.

Responsibilities & Tasks

• 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, internally process outcomes (log, calculate ETFs, SLVs, process returned equipment), and communicate with the customer and all involved departments.

• 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 proactively 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 as needed to support appropriate growth conversations. 

• Own renewal readiness activities for assigned accounts, including tracking dates, risks, customer sentiment, and required follow-up. 

Required 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 customer 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, customer goals, and account planning. 

Desired Qualifications

• Salesforce, ChurnZero, HubSpot, or customer success platform experience. 

• Bachelor’s degree in Business Administration or equivalent experience. 

• Experience working in SaaS, SCaaS, IoT, smart city, connectivity, or technology environments, wireless preferred. 

• Sales experience is beneficial. 

Physical Requirements

• Prolonged periods of sitting and working at a computer. 

• Ability to communicate effectively through email, phone, video, CRM, and collaboration tools. 

• Ability to travel as required for customer, sales, project, or business needs. 

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role. 

• Work schedule is a standard workday but dependent upon the customer base/territory ie. East, West, or Central; may support customers across time zones. 

Equal Employment Opportunity

EPIC iO is an equal opportunity employer. Employment decisions are based on business needs, job requirements, and individual qualifications. The Company does not discriminate on the basis of any status protected by applicable federal, state, or local law. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions of the role.