EXECUTIVE SUMMARY: CUSTOMER SUCCESS MANAGER

Mesh Systems (“Mesh”) is seeking to hire a Customer Success Manager to play a pivotal role in managing and expanding our existing customer relationships by offering world-class IoT solutions across various industry verticals. The Customer Success Manager will concentrate on deepening relationships with current customers, ensuring their continued satisfaction, and identifying opportunities for growth within these accounts. This role requires a unique blend of skills in customer service, sales, and customer success. The ability to “quarterback” accounts and manage repeat sales cycles is crucial. This is a unique opportunity to collaborate daily with internal and external stakeholders at Fortune 500 companies and key partner organizations such as Microsoft. Travel is anticipated to be approximately 10-20% of your time.
The ideal candidate will possess a naturally curious, determined, and agile attitude. You will report directly to our Director of Business Development and will work alongside the Product, Engineering, and Marketing teams to optimize growth and boost client acquisition. You will play a key role in conveying innovative solutions clearly and concisely in both written and presentation formats to a diverse audience of technical and business-minded stakeholders and decision-makers. Above all, we’re looking for someone who thrives on building lasting relationships, loves delighting customers, and is willing to show grit to exceed our goals!
This position is full-time with a competitive salary, incentive compensation, and benefits. It is envisioned as a hybrid work environment based in Carmel, IN.

REQUIREMENTS

• Bachelor’s degree in a Business or Computer Science related field
• 3-5 years of previous success in technology-related sales and/or account management
• A keen interest in Emerging Technology, AI tools, and Innovation
• Ability to work in a fast-paced environment
• Organizational and time management skills
• Proficient computer skills, specifically Microsoft Excel, Word, Outlook, ChatGPT (or equal), and PowerPoint
• Excellent written and verbal communication skills, with the ability to comfortably interact at an executive level
• Travel as required

• Proactively manage a portfolio of existing customers, focusing on customer retention, and identifying upsell and cross-sell opportunities
• Monitor and manage contract renewals with a keen eye on maintaining high retention rates while seeking opportunities to grow account value
• Quarterback the repeat sales cycle, from understanding customer needs to negotiating and finalizing opportunities
• Develop trusting relationships with your customers by displaying a thorough understanding of their unique needs
• Express knowledge of Mesh’s value proposition and engage with operational/engineering resources to meet and surpass customer expectations
• Coordinate (and sometimes travel to) pilot installations, collaborating closely with internal teams (hardware, software, application engineering) and customer stakeholders to ensure seamless deployment and user adoption
• Support end-users’ post-deployment, including authoring, reviewing, and maintaining user manuals, documentation, and training resources to maximize user engagement and product effectiveness
• Lead the creation of detailed proposals and engaging presentations for opportunities within your assigned portfolio of existing customers.
• Articulate the value of the proposed solution and be prepared for objections and follow-up questions
• Partner with internal key stakeholders (e.g. Sales Engineers, Technical Principals, etc.) to educate customers on Mesh’s IoT solutions and services
• In-depth research of industry-related topics including terminology/marketing language, go-to-market strategy, competitive landscape, technology roadmaps, and partner ecosystem
• Maintain accurate and up-to-date records of sales activities, pipelines, and forecasts in CRM system
• Express a creative and entrepreneurial tenacity with a strong aptitude to learn something new every day