Customer Success Manager

With a predicted 25 billion connected IoT endpoints by 2025, the commercial and technological opportunities presented by the IoT are endless. Not to mention the career paths this exciting space has created. emnify stands out by delivering the next generation of connectivity technology to IoT solution providers worldwide – either directly or via strategic partnerships with CSPs. The most exciting thing about working at emnify is that we are just at the beginning of our journey. We are constantly developing our culture, people and our business approach further. Our guiding principles are driving transformation, customer centricity and empowering people. If you share our vision to unlock the potential of connectivity in a people focused culture that gives you the chance for impact, growth and to be successful together, we would be happy to join us.

Do you want to become an expert in IoT and emnify's solutions? Are you a customer-centric person who likes challenges and is passionate about new technologies? Join our ambitious Customer Success Management team Please note that this role requires regular in-office presence in Manila, so candidates should be based locally.

This Customer Success Manager role is ideal for someone who excels in scalable customer engagement, providing guidance on product features, and assisting with general inquiries. By leveraging automation, you'll help deliver a seamless experience that empowers our SMB clients to maximize the value they get from our products.

We are dedicated to ensuring that our international customers, from a variety of industries, get the best out of emnify's technology. In the role of Customer Success Manager, you will have ownership and responsibility for your accounts and will contribute to the success of our IoT business.

• Supportive account engagement: Provide guidance and support to customers on their product use, addressing reactive requests related to technical questions, product features, and general inquiries. Work closely with Support, Product, and Finance teams to resolve issues efficiently and ensure a positive customer experience.
• Upsell strategy with a light touch: Identify and present upsell opportunities as they align with customer needs, working in collaboration with the team and Product to deliver targeted growth strategies that meet the unique requirements of each customer.
• Product knowledge: Develop a strong understanding of our product suite, using this expertise to assist customers in maximizing their usage. Address product-related questions and collaborate with Technical Support to troubleshoot issues promptly.
• Proactive monitoring and data-driven engagement: Use product usage and health metrics to identify at-risk accounts and potential upsell opportunities, taking proactive actions to maintain engagement and support customer needs.
• Collaborative content development: Work with cross-functional teams to create and push valuable customer resources, such as tutorials, product walkthroughs, and onboarding materials, keeping SMB clients informed and engaged with minimal direct interaction.

• Experience in customer-facing roles: Customer Success, Customer Support, Account Management, ideally in IoT, Telco, Network Infrastructure, or Cloud Infrastructure.
• Proficiency in upselling and customer engagement: Skilled in recognizing customer needs and identifying growth opportunities in a supportive, low-pressure manner.
• Automation and tech-touch familiarity: Experience with automation tools, leveraging tech-touch strategies to improve engagement.
• Ownership and solution orientation: Proactive, solution-driven approach to handling customer requests and optimizing processes.
• Strong communication skills in English: Clear and empathetic communicator with the ability to build positive customer relationships, even in a high-volume, low-touch environment.