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Customer Success Relationship Manager

Industrial Scientific
Remote
Full time
3 weeks ago

Our Mission
At Industrial Scientific, we are committed to ending workplace deaths by 2050. We hire smart, motivated people and give them the tools and support to make a meaningful impact. Our Customer Success Relationship Managers are key to achieving this vision through proactive engagement with customers, ensuring safety, and expanding the use of our life-saving technologies.

Role Overview
The Customer Success Relationship Manager will be responsible for driving revenue growth by maintaining and expanding our subscription-based gas detection fleet management program—iNet®—across APAC. This includes nurturing long-term customer relationships, preventing iNet churn, identifying upsell opportunities, and providing strategic technical solutions that ensure safety and compliance in hazardous environments.

Core tasks include: preventing subscription cancellations, solving product issues related to application or quality, ensuring successful delivery and deployment of safety solutions, and supporting the commercial team to grow the business. Success is measured by KPIs such as churn rate, issue resolution time, deployment success rate, and revenue growth from upsells/expansions.

You'll act as a trusted advisor, blending technical expertise with sales acumen to connect customer needs to our cloud-connected, real-time safety solutions. Daily workflows involve a mix of virtual and in-person activities, such as technical diagnostics, installations, troubleshooting, training sessions, and performance follow-ups, all aimed at proactive issue resolution and business growth. If you have experience as a service engineer or on-site support specialist for hardware/equipment (e.g., gas detectors, sensors, or industrial systems), this is your opportunity to advance into a business-oriented role—leveraging your fieldwork skills to drive renewals, expansions, and customer success. This is a full-time position based on a 40-hour work week, with up to 50% travel for site visits and flexibility for remote work.

Key Responsibilities

Customer Engagement and Growth:

Technical Support and Solutions:

Training and Enablement:

Partner and Internal Collaboration:

Additional Duties:

Performance Metrics and KPIs:

Required Qualifications (Non-Negotiable):

Preferred Qualifications:

Why Join Us?

Job Type: Full-time

Pay: Up to $150,000.00 per year

Work Authorisation:

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