Senior Customer Success Manager

Location: Remote within the United States

Travel Percentage: 50 - 60 % (Domestic & International)

Employment Type: Full-Time; Salaried

Reports To: CEO & Founder

Compensation: Base Salary, Bonus, 401k, Medical, etc.

Job Description

About Us

Innovapptive is a global leader in connected worker solutions, empowering the world’s largest asset-intensive companies to improve maintenance, reliability, safety, and operational performance. Our patented no-code platform connects frontline workers, back-office teams, and assets by integrating seamlessly with ERP, EAM, and APM systems.

Headquartered in Houston with a Global Center of Excellence in India, Innovapptive is backed by Vista Equity Partners, one of the world’s most respected enterprise software investors (known for companies like Ping Identity, Cvent, Datto), and Tiger Global, a global technology fund behind breakout brands like Spotify, LinkedIn, and Facebook. This backing reflects our strong market position, product leadership, and long-term growth trajectory.

The Role: 

The Senior Customer Success Manager (CSM) is a strategic, customer-facing leader responsible for driving adoption, value realization, renewals, and expansion across Innovapptive’s largest global, asset-intensive enterprise accounts. This role combines business consulting, operational excellence, and change management expertise to help customers achieve measurable improvements in productivity, maintenance reliability, asset uptime, and EBITDA using Innovapptive’s Connected Worker Platform.

You will own executive relationships (C-suite and VP-level), guide multi-site operational transformation, and orchestrate cross-functional value delivery across Operations, Maintenance, Reliability, Supply Chain, and IT stakeholders. The Senior CSM proactively monitors customer health, mitigates risks, manages escalations, and ensures every customer achieves maximum ROI through tailored adoption roadmaps, data-driven insights, and Value 360 programs.

This role requires exceptional executive communication, strong financial and operational acumen, and the ability to influence both technical and frontline teams. You will collaborate closely with Sales, Product, Engineering, and Professional Services to drive customer outcomes, secure renewals, identify expansion opportunities, and build long-term customer advocacy. Ultimately, you ensure customer success translates into strong NRR, deep product adoption, and long-term partnership value.

If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications:   

How You Will Make an Impact: 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Enterprise Account Ownership & Value Realization

• Own a portfolio of 15–20 large enterprise accounts across Oil & Gas, Chemicals, Utilities, and Manufacturing.
• Lead C-level and VP-level QBRs/MBRs focused on measurable business outcomes, ROI, and value realization.
• Deliver Value 360 programs that quantify financial impact (maintenance cost reduction, productivity gains, wrench time increases, schedule compliance, etc.).
• Translate product usage, ticket analytics, and AI insights into prescriptive adoption playbooks and value realization roadmaps.
• Maintain a consistent cadence with customers to review adoption trends, sentiment, risks, and opportunities for deeper engagement.
• Ensure customer configuration, governance, and internal processes align with Innovapptive best practices and maturity models.

Adoption, Health Management & Proactive Intervention

• Use AI-generated health scores, adoption blockers, risk insights, and QBR drafts to proactively improve customer outcomes.
• Monitor customer usage metrics, identify blockers, and execute adoption programs.
• Analyze product usage, NPS, and customer health signals to address dissatisfaction or risks early.
• Serve as a point of escalation for customer issues and coordinate resolution with Support, Engineering, and Services.

Cross-Functional Orchestration

• Partner with plant leadership, maintenance managers, reliability engineers, warehouse managers, and IT teams to drive change management and operational transformation.
• Collaborate closely with Product and Engineering on quality issues, feature prioritization, roadmap alignment, and defect escalation.
• Provide customer insight and VOC feedback to Product, Marketing, Sales, and Support.
• Communicate cross-functional improvements on behalf of customers to ensure they receive consistent, high-quality experiences across Innovapptive.

Renewals, Expansion & Commercial Partnership

• Manage renewal cycles, forecast risks, and ensure successful, on-time renewals tied to demonstrated value.
• Drive cross-sell and upsell motions that contribute to strong NRR (140%+).
• Identify expansion opportunities and collaborate with Sales, Finance, Legal, and Marketing to pursue and close them.
• Maintain account plans, risk mitigation strategies, and value proof points that support renewal and growth.

Customer Advocacy & Relationship Building

• Build strong customer champions and executive sponsors across plants and facilities.
• Identify and cultivate customers for advocacy opportunities (testimonials, case studies, reference calls, webinars).
• Represent the customer’s voice to internal teams to influence roadmap, messaging, and services.

Customer Enablement & Education

• Educate customers on best practices, product capabilities, integrations, and operational use cases.
• Demonstrate product functionality and guide customers on maximizing value from the Connected Worker Platform.
• Ensure customers understand the flexibility and impact of Innovapptive solutions across their operations.

General Account Management

• Serve as the primary point of contact for day-to-day account needs and strategic discussions.
• Ensure timely and effective account reviews, executive engagements, and governance meetings.
• Gauge customer engagement levels and provide internal teams with insights for product and service improvements.
• Support miscellaneous customer initiatives and internal requests as needed.

Other duties as assigned.

Education, Experience and Requirements:

• Bachelor’s degree in Business, Industrial Engineering, Operations Management, Supply Chain, MIS, or a related discipline, an advanced degree is a plus; or equivalent combination of education, training, and experience.
• 7–12 years of Customer Success, Value Consulting, Management Consulting, or Enterprise Account Management experience in SaaS.  
• A minimum of 5 years experience of interacting and negotiating with C Level Execs of Fortune 500
• Experience working with large, complex industrial enterprises (Oil & Gas, Energy, Chemicals, Utilities, or Manufacturing).  
• Strong operational background in Maintenance, Reliability, Operations, or EAM/ERP systems (SAP PM is a strong advantage).  
• Proven ability to lead executive conversations and create compelling business cases tied to EBITDA improvement.  
• Clear understanding of core drivers of Customer Success
• Exceptional communication, storytelling, and stakeholder alignment skills.  
• Ability to analyze usage data, ticket patterns, workflows, and operational KPIs to drive adoption strategy.  
• Experience managing renewals, expansions, and value-based selling motions.  
• Strong collaboration skills working with Product, Engineering, Support, and Professional Services.  
• Comfortable leveraging AI tools for deck creation, insights generation, and customer messaging.  
• Must be authorized to work in the United States for any employer without sponsorship

Competencies:

• Clear, confident communicator with the ability to present to C-suite and translate complex ideas into business value.
• Strong ability to understand customer operations, identify business needs, and connect product capabilities to measurable outcomes.
• Highly organized, able to prioritize multiple workstreams, manage deadlines, and drive cross-functional execution.
• Strong critical thinking skills with the ability to diagnose issues, analyze data, and recommend practical solutions.
• Ability to learn product functionality, workflows, and integrations; comfortable translating technical concepts for non-technical audiences.
• Understanding of financial impact drivers—ROI, cost reduction, efficiency gains—and ability to articulate value.
• Takes full ownership of customer outcomes, drives initiatives to completion, and influences stakeholders without formal authority.
• Thrives in a fast-paced environment; continuously seeks to refine processes and improve customer experience.
• Works effectively with diverse teams and global stakeholders; builds strong internal and external relationships.
• Demonstrates integrity, sound judgment, and commitment to company values in all interactions.

What We Offer:

• A positive, open, and highly-innovative environment and team
• Competitive Base Pay
• Full benefits (health, 401(k), etc.)
• Entrepreneurial spirit with unlimited opportunity to grow
• Opportunity to work with leading global brands on exciting and impactful projects

Innovapptive Inc. is an Equal Opportunity Employer

minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity