Job description

Join a high-performing, tight-knit team at a fast-growing company using the Internet of Things (IoT) to transform how organizations maintain compliance, enhance safety, and reimagine operations. SmartSense by Digi and Jolt are trusted by some of the world’s most recognizable brands including CVS Health, Walgreens, Walmart, McDonald’s, Jack in the Box, Hartford HealthCare, and Children’s Minnesota to protect their operations and the people they serve. We’re looking for team-oriented change agents who want to help shape the future of IoT. Position Customer Success Manager I - remote Continental US - Mishawaka, IN preferred What We Offer As a Customer Success Manager I , you’ll be the primary post-sale partner for our Digital/Tech-Touch customer base—driving adoption, retention, and growth at scale through SmartSense/Jolt tools and A.I.-powered automation. You’ll work cross-functionally with Sales, Product, and Client Partners to deliver measurable value, protect revenue, and turn at-risk legacy Jolt customers into lasting advocates. What You Will Do • 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 Who You Are and What You Bring • 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 Desired But Not Required • 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 *Please note that we are unable to provide visa sponsorship for this position. This includes, but is not limited to, work visas, employment-based visas, or residency sponsorship. Candidates must have valid work authorization in the United States at the time of application. Visa applications of any kind will not be considered. Digi International offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings. The anticipated base pay range for this position is $57,000 – $89,000. Pay ranges are determined by role, job level and primary job location. The range displayed reflects the reasonable range we anticipate paying for this position and reflects the cost of labor within several U.S. geographic markets. The specific salary offered within the range will depend on various factors including, but not limited to the candidate’s relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each position. Pay ranges are typically reviewed and updated annually. At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.

Requirements

Must-haves

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
Who You Are and What You Bring
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

Nice-to-haves

Customer Success Manager I - remote Continental US - Mishawaka, IN preferred

Application prep

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Platform: ukg
Effort: medium

Benefits

Benefits detected in the listing.

Pto

Parental Leave