Irth · 16 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid Level
3+ years expIrth is a company focused on delivering valuable solutions to its customers. As a Customer Success Manager, you will guide customer adoption and ensure they derive measurable value from Irth's solutions by collaborating with internal teams and providing strategic guidance.
Asset ManagementCloud ComputingComputerSoftwareTelecommunications
Responsibilities
Own customer adoption, value realization, and overall health across assigned accounts
Develop deep understanding of customer operations, use cases, and business goals to align product utilization with measurable outcomes
Conduct success calls and health reviews to identify optimization opportunities and drive expanded utilization
Deliver targeted enablement sessions to drive continuous improvement and expanded feature use
Evaluate customer engagement and collaboration patterns to determine the level and style of CS involvement and adapt enablement strategies accordingly
Collaborate with peers and leadership to conduct regular customer-facing office hours and monthly, targeted, topic-specific webinars
Coach customers on interpreting usage patterns and performance signals so they can connect product usage to their operational goals and business outcomes
Collaborate with customers to define success criteria, establish trackable milestones, and monitor progress
Facilitate strategic discussions that strengthen adoption, operational efficiency, and long-term value realization
Partner with Implementation and Support to ensure smooth transitions from onboarding to steady-state adoption and improve the customer experience
Provide structured, data-informed feedback to Product and Engineering teams to shape future enhancements and user experience
Serve as the voice of the customer by providing structured, evidence-based insights to influence roadmap and prioritization
Collaborate with Sales and Account Executives to share health insights that inform renewal forecasting and expansion opportunities
Contribute to the continuous refinement of internal playbooks, health scoring models, and success frameworks
Monitor health signals (usage, engagement, support trends) via dashboards and analytics tools
Identify early risks and coordinate mitigation plans across internal teams
Maintain accurate data and notes in systems of record to support visibility, forecasting, and cross-functional alignment
Capture sentiment, insights, and action items to ensure organizational alignment
Qualification
Required
3+ years of Customer Success, Technical Account Management, or SaaS client-facing experience, ideally within enterprise or critical infrastructure industries
Demonstrated success driving adoption and measurable business outcomes for complex, multi-stakeholder customers
Strong analytical and storytelling ability—capable of interpreting usage data and connecting it to tangible customer value
Technical aptitude with the ability to understand SaaS workflows, data structures, and integration patterns, and translate technical concepts clearly to both technical and non-technical audiences
Exceptional communication and facilitation skills, comfortable engaging both executive and product end-users
Proven collaboration across Product, Support, and Sales functions
Proficiency with customer success and analytics tools, like ClientSuccess, Salesforce, Power BI, and the Microsoft 365 suite
Highly organized, self-directed, and able to manage multiple priorities in a fast-paced environment
Benefits
Highly competitive salary
Generous medical, dental, & vision insurance coverage
401k + company match
Unlimited PTO policy
8 company-paid holidays
Company
Irth
Companies in the energy, gas utility, electric utility, municipality, contract locator, telecom and media industries have trusted Irth to enhance the resilience of their critical network infrastructure with our market-leading SaaS cloud-based technology for managing 811 tickets, land rights, and risk.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Bregal Sagemount
2025-08-26Acquired
2015-07-20Private Equity
2010-12-01Series Unknown
Leadership Team
Brad Gammons
Chief Executive Officer irth Solutions
Rod Ball
Chief Technology Officer
Recent News
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