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Litmus Automation is building the data foundation for industrial AI, enabling manufacturers to access, structure, and use real-time data from machines, systems, and sensors at the edge. The company's platform sits at the intersection of edge computing, AI, and industrial operations, trusted by global manufacturers and partners including Google, Microsoft, Dell, Oracle, and Mitsubishi.
As a Customer Success Account Manager reporting to the VP of Customer Success, you will own the overall relationship for assigned customers and partners, building strong relationships with key stakeholders through regular engagement, success planning, and proactive touchpoints. You'll lead post-sale customer onboarding activities, including license provisioning and maintenance, ensuring smooth transitions from Sales to Customer Success.
Key responsibilities include acting as the primary escalation point for customer tickets, incidents, feature requests, and bug fixes, coordinating internally on priorities and communicating progress to customers. You'll manage customer health assessments, adoption data, CSAT/NPS feedback, and account health indicators. You'll oversee renewal opportunities in Salesforce, manage license and subscription renewal processes, and coordinate billing management with Finance and Accounts Receivable.
You'll identify services, upsell, and expansion opportunities within assigned accounts, provide input into account strategy and account mapping, and develop and execute account plans. You'll oversee customer support contract SLA adherence, ensure customers are informed of new product releases, and drive customer advocacy by identifying opportunities for references, case studies, and logo usage. You'll also contribute to continuous improvement of Customer Success processes, renewal playbooks, and cross-functional ways of working.
You'll work closely with Sales Account Executives, Expansion Leads, Project Managers, Application Engineers, Presales Engineers, Support, Finance, and the Partner team to ensure clear handoffs and strong coordination.
