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Worthington Enterprises · 3 hours ago

Customer Success Manager- Iot/SaaS

Columbus, OH

Full-time

Hybrid

Senior Level

5+ years exp

Worthington Enterprises is focused on connected technology solutions for the propane industry, seeking a Customer Success Manager to enhance customer experiences through IoT innovation. The role involves guiding customers from installation to adoption, ensuring efficiency and ROI, while also collaborating with internal teams to drive product development and address customer needs.

ConstructionManufacturingProduct Design

Responsibilities

Serve as the primary point of contact for strategic customer issues, requests, and escalations

Build long-term relationships by maintaining customer satisfaction, loyalty, and trust

Ensure post-incident follow-up and drive continuous improvement in customer experience

Understand each customer’s business model, industry practices, and success metrics to personalize engagement and demonstrate ROI

Willingness to travel average of 50% of time. Travel may be higher during beginning of the role as relationships are established

Support sales with technical expertise to support early product launch and adoption

Is able to plan for team development and expansion as product adoption grows. Setting a firm foundation for this role and department. Identify thresholds for team growth

Articulate team and customer experience vision to internal leadership

Regularly review usage trends to identify adoption gaps, product friction, and new opportunities to maximize customer value realization

Drive upsell, cross-sell, and renewal activities; enter associated purchase orders (POs) accurately

Lead quarterly business reviews to assess customer ROI, satisfaction, and growth potential

Lead customer onboarding and product kickoff sessions, ensuring a supported implementation process

Conduct on-site and virtual training sessions to guide customers through IoT sensor and software use

Provide proactive education and check-ins to reinforce learning and encourage adoption

Articulate and align customer goals with product capabilities and measurable outcomes

Communicate customer insights to internal teams to inform product development and enhance user experience

Partner closely with sales, engineering, and software teams to coordinate customer initiatives and resolve issues

Visit customer alongside the sales team post sale for product implementation and relationship development

Maintain fluency in product development and software terminology to facilitate effective communication across teams

Anticipate customer challenges and intervene early to prevent frustration or churn

Provide data-driven recommendations to improve efficiency and business outcomes through IoT technology

Champion the customer voice within Worthington to drive continuous product and service enhancement

Qualification

Customer Success ManagementIoT SolutionsLPG OperationsSaaS ExperienceData AnalysisTraining SkillsCustomer Relationship ManagementCross-Functional CollaborationCommunication SkillsProblem Solving

Required

Bachelor's degree required, preferably in Business, Communications, Information Systems or a related field

5–8 years in Customer Success, Account Management, or similar customer-facing roles within technology, SaaS, or industrial IoT

Proven success establishing or scaling Customer Success programs, defining processes, and driving measurable results

Experience supporting hardware and software solutions, ideally in manufacturing, energy, or LPG

Willingness to travel average of 50% of time

Skilled in teaching, coaching, and training customers through complex systems to ensure confident product adoption

Articulates both tangible and intangible ROI, helping customers recognize and achieve measurable value

Leverages analytics and technology to uncover insights and drive measurable business outcomes

Understands and applies success metrics (CLV, TTV, ROI, NRR/GRR) to measure and communicate customer and business value

Preferred

Advanced degree or formal training in Customer Success, organizational leadership or Account Management is a plus

Deep understanding of LPG marketer business processes and industry ROI goals

Familiar with, or eager to learn, LPG operations and IoT industry best practices to better connect product value to customer efficiencies

Digitally fluent: Experienced in or willing to learn platforms like salesforce for ticketing resolution, issue tracking, live chat, and other CRM tools

Comfortable with or eager to learn new productivity and collaboration tools (ChatGPT, Copilot, Miro, Microsoft suite, etc.)