Customer Success Account Manager

Job description

WHO IS LITMUS Litmus is building the data foundation that powers industrial AI. AI doesn’t work without real-world, contextualized data - Litmus makes that data usable. As AI adoption accelerates, most industrial environments still can’t access or use their operational data. We solve that gap. We’re a growth-stage software company helping manufacturers access, structure, and use real-time data from machines, systems, and sensors at the edge. Our platform sits at the intersection of edge computing, AI, and industrial operations, enabling some of the world’s largest companies to run operations in real time, reduce downtime, and optimize production. Backed by leading investors and trusted by global manufacturers and partners like Google, Microsoft, Dell, Oracle, and Mitsubishi, Litmus is powering the shift toward software-defined manufacturing. WHY JOIN LITMUS BUILD THE INFRASTRUCTURE THAT MAKES INDUSTRIAL AI POSSIBLE AI is moving beyond the cloud and into the physical world. At Litmus, you’ll build the infrastructure that enables real-time data to power AI and machine learning systems in production environments. WORK ON PROBLEMS WHERE SOFTWARE MEETS THE REAL WORLD Most AI systems fail without access to real-world data. You’ll build the layer that makes them viable in production. We solve challenges at the intersection of distributed systems, real-time data, and industrial constraints — where reliability, scale, and performance are non-negotiable. HAVE REAL IMPACT, FAST You’ll work on systems used by real customers in production, with direct impact on product and company trajectory. As a scaling company, we move quickly. You’ll have ownership, visibility, and the ability to shape both product and company as we scale. JOIN A HIGH-PERFORMANCE TEAM We’re building a team that holds a high bar and pushes each other to improve. You’ll work alongside experienced operators, engineers, and leaders who have done this before and are building again at scale. We hire people who take ownership, move quickly, and care about outcomes. No passengers. OUR CULTURE At Litmus, the team is collaborative, curious, and low ego. People are scrappy, take ownership, and look for ways to make an impact. We value empathy just as much as execution, whether that’s in how we build, how we communicate, or how we support each other. We’re a growing company, so things move quickly and not everything is perfectly defined. If you enjoy figuring things out, working closely with others, and making steady progress, you’ll do well here. CUSTOMER SUCCESS ACCOUNT MANAGER About the Role The Customer Success Account Manager is a key customer-facing role within the Litmus Customer Success team, responsible for customer retention, renewals, adoption, and value realization. You’ll build strong customer relationships, establish success plans and engagement cadences, lead onboarding and renewal activities, and monitor account health to ensure customers are achieving value from Litmus. You’ll also act as a customer advocate across Litmus, coordinating with internal teams to ensure issues, incidents, feature requests, and bug fixes are appropriately prioritized and communicated. Reporting to the Vice President of Customer Success, you’ll work closely with Sales Account Executives, Expansion Leads, Project Managers, Application Engineers, Presales Engineers, Support, Finance, the Litmus Partner team, and other Customer Success team members. You’ll also support enterprise expansion and services opportunities where appropriate, ensuring clear handoffs, accurate account information, and strong cross-functional coordination. What You’ll Do - Own the overall relationship for assigned customers and partners, building strong relationships with key stakeholders through regular customer engagement, success planning, and proactive touchpoints to drive adoption, value realization, retention, and customer loyalty. - Lead post-sale customer onboarding activities, including license provisioning and maintenance, and ensure a smooth transition from Sales to Customer Success. - Act as the primary escalation point for customer tickets, incidents, feature requests, and bug fixes, coordinating internally on priorities and communicating progress and resolution to customers. - Manage customer health assessments, adoption data, CSAT/NPS feedback, account health indicators, and related actions for assigned accounts. - Manage Salesforce renewal opportunities and oversee license, subscription, and support renewal processes, including AMC terms and conditions. - Coordinate billing management and payment follow-up with Accounts Receivable and Finance for assigned customer accounts. - Identify services, upsell, and project or consulting expansion opportunities within assigned accounts. - Provide input into account strategy and account mapping, maintain site and project account intelligence, and keep Account Executives and cross-functional stakeholders informed of customer context and priorities. - Develop and execute account plans, support technical account planning, and document customer use cases to support internal visibility and future sales opportunities. - Oversee customer support contract SLA adherence and ensure customers are informed of new product releases and guided toward long-term release versions of Litmus software. - Drive customer advocacy by identifying and developing opportunities for references, referrals, case studies, logo usage, and other advocacy activities. - Contribute to the continuous improvement of Customer Success processes, renewal playbooks, onboarding practices, account management systems, and cross-functional ways of working. What You’ll Bring Must Have - 7+ years of experience in a customer-facing role, managing relationships with senior customer stakeholders and operational teams. - 2+ years of experience working with manufacturing customers or within the manufacturing industry, ideally in Customer Success, Account Management, or a technology-related role. - Excellent communication skills, with the ability to manage customer expectations, communicate clearly, and coordinate internal stakeholders. - Strong organizational skills, with the ability to manage renewals, escalations, account plans, and multiple customer priorities simultaneously. - Strong negotiation and commercial skills, with the ability to identify and support upsell, cross-sell, and services expansion opportunities. - Ability to work effectively cross-functionally with Sales, Customer Success, Support, Professional Services, Engineering, Project Management, Presales, Partners, and Finance. Nice to Have - Experience managing customer-facing projects, services engagements, onboarding, or implementation activities. - Experience working with manufacturing software, industrial technology, automation, IoT/IIoT, or related technologies. - A self-starter who enjoys solving problems, improving processes, and advocating for customer outcomes. - Experience working in Salesforce or a similar CRM to manage renewals, opportunities, account information, and customer activity. - Comfortable adapting to change in a fast-paced environment and staying current with new technologies. Compensation CA$80,000–CA$95,000 base salary, commensurate with experience. Litmus is committed to building an inclusive team. We encourage applications from candidates of all backgrounds and will provide accommodation throughout the recruitment process upon request.