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Powerhouse Dynamics · 1 day ago

Customer Success Manager

Boston, MA

Full-time

Hybrid

Senior Level

5+ years exp

Powerhouse Dynamics, a Middleby company, is the leading provider of IoT solutions for commercial kitchens through their Open Kitchen® platform. They are seeking a Customer Success Manager to serve as the primary advocate for assigned customer accounts, ensuring customer satisfaction and driving retention and growth.

AnalyticsBig DataEnergyEnergy ManagementInformation TechnologyInternet of Things

Responsibilities

Own the post-sale customer relationship for assigned accounts

Develop and execute customer success plans aligned with client goals and KPIs

Monitor customer engagement, product usage, and health metrics to proactively identify risks and prevent churn

Promote and train customer users on product features aligned to their business goals

Conduct regular business reviews to demonstrate ROI and reinforce renewal value

Partner with Sales on renewals, supporting smooth contracting without owning negotiations

Identify upsell and cross-sell opportunities based on evolving customer needs

Act as a trusted advisor, gathering customer feedback and sharing insights with Product and Engineering teams to inform future development

Document customer interactions, risks, opportunities, and escalations in CRM tools (e.g., Salesforce)

Track customer lifecycle maturity, engagement levels, and renewal timelines

Maintain a high-level view of customer issues and proactively identify trends impacting retention or expansion

Qualification

Customer Success ManagementAccount ManagementSaaS ExperienceSalesforceCommunication SkillsPresentation SkillsRelationship BuildingProblem-Solving Mindset