Customer Solutions Manager

Overview

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We spend 90% of our time indoors, where air quality directly impacts our health, well-being, and overall comfort. At Kaiterra, we believe that our buildings should not only be safe and healthy but also enhance the quality of life for those inside them. That’s why we create innovative environmental monitoring devices and intelligent software analytics , combined with world-class professional consultation services , to help leading companies worldwide transform their built environments .

About the Role:

As a Customer Solutions Manager , you’ll be the technical and strategic partner to our customers from the moment they enter our pipeline through deployment, adoption, and renewal.

This is a hybrid role that blends solution engineering, onboarding, and customer success —ideal for someone who loves building relationships, solving technical challenges, and driving real-world impact.

You’ll work closely with Sales on strategic pilot projects, ensuring they are executed successfully and deliver measurable business value that unlocks further account expansion opportunities. Once a project is closed and transitioned to Customer Success, you will lead the customer journey, taking ownership of both the project and the account. This includes managing implementation, training, and ongoing communications to ensure continuous value delivery, ultimately driving the customer’s long-term success and renewal with us.

Support Strategic Pilots (20–30%)

• Support Sales during the pilot development phase to support technical evaluations, craft deployment proposals, and attend relevant stakeholder meetings
• Lead pilot implementations: manage installation and software setup, troubleshoot any issues during the process, and provide remote support as needed to ensure smooth implementation
• Conduct air quality data deep-dives to help projects uncover insights and value from the data gathered from the pilot, present findings to the customer together with Sales, and craft an end-of-pilot summary report as needed
• Ensure all customer expectations and success criteria are well documented

Drive Customer Success for Enterprise Accounts (70–80%)

• Understand customer pains, motivations, goals, and success criteria at both the project and account level, and define tailored success strategies and deliverables for each enterprise customer.
• Serve as the primary point of contact for onboarding and implementation after deal close, ensuring a smooth and seamless deployment.
• Maintain ongoing communication with enterprise customers - from account kickoff and implementation training to 30-day and quarterly check-ins - to consistently deliver value.
• Facilitate ad-hoc communications outside of the regular cadence, such as new feature training or system updates, to ensure customers continue receiving value.
• Proactively assess account health and deliverables against customer business goals and timelines, identify adoption blockers or churn risks, and take corrective action.
• Gather customer feedback, bug reports, and feature requests, and collaborate with product and engineering teams to help shape the roadmap.
• Support upsell and expansion opportunities in partnership with the Sales team.
• Document and manage customer success strategies, journey touchpoints, communications, and progress in the CRM, ensuring the Customer Success pipeline remains accurate and up to date.

Experience:

• A minimum of 3 years in a Customer Success Manager role, responsible for managing a portfolio of strategic client accounts and driving successful business outcomes.

Industry Expertise:

• Demonstrated experience working within a B2B SaaS or software subscription company is mandatory.

Technical Aptitude:

• Experience with IoT (Internet of Things) hardware/software solutions is highly preferred.

Education:

• Bachelor's degree in a relevant field or equivalent practical experience.

What Will Make You Successful

• Technical Solutioning: You can assess customer environments, scope IoT deployments, and support the sales team with technical validation and pilots.
• Data & Systems Analysis: You're skilled at interpreting customer data to provide actionable insights and understand how our solution integrates with building systems.
• Consultative Partnership: You excel at building trusted advisor relationships by uncovering customer needs and aligning our solution to their business goals.
• Client Enablement: You confidently lead customer onboarding and training while clearly managing project timelines and expectations.

Project & Process Excellence

• Lifecycle & Project Management: You can expertly manage multiple customer deployments from pilot through renewal, collaborating closely with sales to ensure a smooth journey.
• Proactive Ownership: You thrive in a dynamic environment by taking initiative, solving problems independently, and continuously learning.
• Collaborative & Customer-Focused: You work seamlessly with sales, product, and engineering teams, always balancing customer needs with business goals.

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