Customer Success Manager I, SmartSense (Hybrid: Mishawaka, IN)
Digi International · Mishawaka, Indiana, United States ·
- Work mode
- Hybrid
- Category
- Customer success
- Experience
- 2+ years
Join a high-performing, tight-knit team at a fast-growing company using the Internet of Things (IoT) to transform how organizations maintain compliance, enhance safety, and reimagine operations. SmartSense by Digi is trusted by some of the world’s most recognizable brands including CVS Health, Walgreens, Walmart, McDonald’s, Jack in the Box, Hartford HealthCare, and Children’s Minnesota to protect their operations and the people they serve. We’re looking for team-oriented change agents who want to help shape the future of IoT.
Position
This position is located in Mishawaka, IN (Hybrid)
As a Customer Success Manager, you will own the post-sale relationship for a portfolio of small-to-mid-market accounts across verticals like foodservice, QSR, healthcare, and beyond. This is a relational role. You will be the primary point of contact for your customers: driving adoption, securing renewals, and building the kind of trust that turns customers into long-term advocates.
This role requires both depth and scale. You will know when to go deep with a customer and when to manage efficiently using AI tools, automation, and strong prioritization to stay ahead of your book without letting anything fall through the cracks. You are not waiting for customers to come to you. You are already there.
What You Will Do
- Manage mid-market and SMB customers on their post-sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy
- Build multi-threaded relationships within customer organizations — not just a single contact
- Conduct proactive outreach cadences: don't wait for customers to surface problems, find them first
- Travel to key customers (~25% of the time), especially early in relationships, to build trust and deepen engagement
Portfolio Management & Prioritization
- Manage a large, dynamic book of business with discipline — knowing when to go deep and when to manage at scale
- Monitor customer health signals and use data to drive proactive intervention before churn risk escalates
- Leverage AI tools and automation to engage customers efficiently across a high-volume portfolio
- Maintain accurate and timely records in Totango and CRM platforms — your documentation is your playbook
- Meet and exceed KPIs across adoption, retention, renewal, and customer advocacy
Growth & Cross-Functional Collaboration
- Partner with Sales to surface expansion and upsell opportunities within your book of business
- Collaborate with Marketing and Product to share customer feedback, amplify success stories, and influence the roadmap
- Serve as the voice of your customers internally — advocate for their needs with clarity and urgency
- Coordinate with internal teams to resolve adoption blockers and escalate issues appropriately
- Identify and document customer use cases that can be leveraged across the broader CS team
Who You Are and What You Bring
- 2+ years of experience in customer success, account management, or a related client-facing role
- Demonstrated ability to manage and grow customer relationships in a fast-paced environment
- Strong prioritization skills — you know how to triage a large portfolio and make smart decisions about where to invest your time
- Proactive engagement mindset — you create touchpoints, you don't wait for them
- Comfortable working at scale using AI tools, automation, and customer health platforms such as Totango as part of your daily workflow
- Proficiency in CRM and CS platforms is a strong plus
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Excellent written and verbal communication skills
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Bachelor's degree in Business, Communications, Marketing, or a related field or equivalent
- Willingness to travel approximately 25% of the time to build customer relationships
- Hybrid availability in or around Mishawaka, IN
Desired But Not Required
- Experience in foodservice, QSR, healthcare,
- Familiarity with IoT or SaaS platforms
Digi International offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.
The anticipated base pay range for this position is $63,000 – $99,000. Pay ranges are determined by role, job level and primary job location. The range displayed reflects the reasonable range we anticipate paying for this position and reflects the cost of labor within several U.S. geographic markets. The specific salary offered within the range will depend on various factors including, but not limited to the candidate’s relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each position. Pay ranges are typically reviewed and updated annually.
At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.
*Please note that we are unable to provide visa sponsorship for this position. This includes, but is not limited to, work visas, employment-based visas, or residency sponsorship. Candidates must have valid work authorization in the United States at the time of application. Visa applications of any kind will not be considered.