Senior Customer Success Manager

This is a remote position.

Embrace Industrial Group serves some of the largest manufacturers in the world, including the Top 8 of 10 Chemical, Top 3 of 10 Automotive, and Top 3 of 5 Oil and Gas companies, Higher Education, as well as leading Heavy Machinery and Food manufacturers.

Radiant is a next-generation IoT platform under the Embrace umbrella, focused on enterprise-grade asset tracking. Our technology empowers organizations to manage and monitor critical and mobile assets in real time—boosting visibility, accountability, and operational efficiency, all while requiring minimal IT infrastructure.

We are seeking a Senior Customer Success Manager to support and strengthen our customer success function. This role is focused on delivering exceptional customer experiences, driving product implementation, adoption, and supporting retention and growth within our customer base. The Specialist will work closely with customers, leadership, and internal teams—including Sales, Product, and Engineering—to ensure customers achieve measurable value from Radiant’s solutions. This is a highly customer-facing, execution-oriented role ideal for someone who enjoys building relationships, solving problems, and helping customers succeed throughout their lifecycle.

Key Responsibilities

Customer Engagement & Support

• Serve as a primary point of contact for assigned customers, building trusted relationships and ensuring ongoing satisfaction.

• Actively engage with customers to understand their goals, challenges, and success metrics, and align Radiant’s solutions accordingly.

• Provide proactive guidance and best practices to help customers maximize value from the product.

Onboarding & Adoption

• Support customer onboarding efforts to ensure smooth implementation and early success.

• Monitor product usage and adoption trends, identifying opportunities to improve engagement and outcomes.

• Assist customers in navigating features, workflows, and updates to drive deeper adoption.

Customer Health & Retention

• Track customer health indicators, satisfaction metrics, and potential churn risks.

• Escalate issues as needed and coordinate with internal teams to resolve customer challenges in a timely manner.

• Contribute to retention strategies by identifying risks early and recommending corrective actions.

Feedback & Continuous Improvement

• Gather customer feedback and insights and communicate them clearly to product and leadership teams.

• Help translate customer needs into actionable recommendations that inform product enhancements and service improvements.

• Participate in initiatives to improve customer success processes, documentation, and pla