Customer Success Manager / Retention Specialist

Role Summary

About EPIC iO Technologies

Turning Data Into Action, Anywhere

At EPIC iO , we use AI and IoT to transform data from the edge into real-time insights that help organizations protect what matters most. Whether safeguarding critical infrastructure or detecting risks before they escalate, our solutions deliver the intelligence teams need to act with confidence.

We’ve helped electric utilities, water districts, oil and gas operators, and municipalities gain greater visibility and control—without adding complexity. From remote monitoring and intelligent alerts to AI-enhanced video analytics, we empower frontline teams to make smarter decisions, faster.

With our robust wireless connectivity solutions, we ensure uninterrupted connections and seamless data backup—even for businesses operating in the most remote and challenging environments.

EPIC iO brings together insight, protection, and connectivity—so you can move from data to action, wherever you are.

The Customer Success Manager serves as a primary point of contact for assigned customers, helping customers realize value from EPIC iO products and solutions throughout the customer lifecycle. This role builds trusted relationships, manages customer goals, monitors customer health, supports renewals, identifies expansion opportunities, and partners cross-functionally to improve customer outcomes.

This role processes the primary portion of cancellation requests, including customer acknowledgement, potential retention, investigation, internal and external processing, and communication.

Responsibilities & Tasks

Own the customer relationship for assigned accounts by maintaining regular communication, documenting goals, and driving customer success plans.

Manage Customer Cancellation Requests: Acknowledge receipt, investigate and engage on retention opportunities, internally process outcomes (log, calculate ETFs, SLVs, process returned equipment), and communicate with the customer and all involved departments.

Develop trusted advisor relationships with customer stakeholders and help customers adopt features, workflows, and solutions effectively.

Consult with customers to understand business goals, confirm success criteria, and connect EPIC iO solutions to measurable customer value.

Conduct regular check-ins and Quarterly Business Reviews to review goals, progress, risks, outcomes, and satisfaction.

Monitor customer health metrics and proactively coordinate actions to improve adoption, satisfaction, retention, and renewal readiness.

Advocate internally for customer needs while partnering with Sales, Support, Product, and Operations to resolve issues and improve the customer experience.

Identify upsell, cross-sell, and expansion opportunities and collaborate with Sales as needed to support appropriate growth conversations.

Own renewal readiness activities for assigned accounts, including tracking dates, risks, customer sentiment, and required follow-up.

Requirements

• Experience in Customer Success, account management, business development, or another customer-facing function.
• Strong communication, relationship-building, organization, and follow-through skills.
• Ability to manage multiple customers, priorities, tasks, and customer commitments with attention to detail.
• Comfort working with CRM tools, customer success platforms, Microsoft Office, and customer-facing reporting.
• Data-informed approach to customer health, retention risk, adoption, customer goals, and account planning.

Desired Qualifications

• Salesforce, ChurnZero, HubSpot, or customer success platform experience.
• Bachelor’s degree in Business Administration or equivalent experience.
• Experience working in SaaS, SCaaS, IoT, smart city, connectivity, or technology environments, wireless preferred.
• Sales experience is beneficial.
• Prolonged periods of sitting and working at a computer.
• Ability to communicate effectively through email, phone, video, CRM, and collaboration tools.
• Ability to travel as required for customer, sales, project, or business needs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
• Work schedule is a standard workday but dependent upon the customer base/territory ie. East, West, or Central; may support customers across time zones.

Equal Employment Opportunity

EPIC iO is an equal opportunity employer. Employment decisions are based on business needs, job requirements, and individual qualifications. The Company does not discriminate on the basis of any status protected by applicable federal, state, or local law. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions of the role.

About the Company

Bring your skills and knowledge to an innovative and growing workplace.

Work and collaborate with a team who has become one of the best in the industry.

Use industry-leading technology and the best tools available to ensure success.

Work in a stable industry with strong growth potential.

The AIoT Sales Director leads B2B and enterprise sales activity to generate business opportunities for SaaS, AI, IoT, Connectivity, and related solutions with U.S. enterprises, critical infrastructure organizations, oil and gas customers, public safety entities, and city or municipal customers. This role identifies and develops strategic relationships, positions EPIC iO solutions with business and technical decision makers, manages complex technology sales cycles, and partners cross-functionally to create profitable business and support long-term customer growth.

Your resume should include at least one oil & gas employer/client, project, or role.

Responsibilities & Tasks

Identify and engage key partners, including technology platforms and security providers, to execute strategic relationships aligned with company business objectives.

Identify, access, and cultivate decision-maker relationships to position AI, IoT, and Connectivity solutions effectively.

Lead strategic discussions with partners and customers to understand business objectives and align needs with EPIC iO products and services.