Manager II, Mid-Market Account Management

Who we are

The company (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At the company, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at the company means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the role

The company's Customer Success team ensures our customers adopt our platform, realize measurable business value, and renew with confidence. As Manager II on the Mid-Market Customer Success Account Management (CSAM) team, you will lead a team of CSAMs responsible for driving adoption, value realization, and renewal outcomes across a portfolio of US Private Mid-Market customers. You will also collaborate extensively with the new business Sales team to drive account growth.

This is a leadership role at the center of a major transformation. We have combined two historically separate roles, one focused on adoption and one focused on renewals, into a single CSAM role that owns the full post-sale customer lifecycle through to the renewal negotiation and close. You will be on a founding team of CSAM leaders shaping what this new model looks like in practice. That means coaching your team through a significant shift in how they work, building the playbooks and inspection rhythms that make it successful, and helping establish the standard for how the company partners with customers from first value to renewal. The expectation is not just to run the team well, it is to make it fundamentally better.

On average, your CSAMs will have a portfolio of 100+ accounts, so you will need to use data, automation, and AI to help your team focus where it matters most.

This is a remote position open to candidates residing in the US, excluding the SF Bay Metro, NYC Metro, and Washington DC Metro.

You should apply if

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.

• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Account Management team. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.

• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in the company, you are in constant communication and collaboration with key stakeholders to win as a team.

• You are the architect of your own career: If you put in the work, this role won’t be your last at the company. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.

• You want to be with the best: At the company, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

In this role, you will own

• Renewal outcomes: Own team performance against renewal rate quota, with accountability for both the quality of the customer relationship and the commercial close

• Adoption and value realization: Ensure your CSAMs drive breadth and depth of product adoption and help customers realize and articulate measurable business value

• Change leadership: Lead your team through the transition from separate adoption and renewal roles to a unified CSAM role, building new skills, habits, and confidence across the team

• Portfolio prioritization: Determine how CSAMs focus their time across a high-volume account portfolio

• Forecast accuracy and risk management: Drive forecast discipline and early visibility into renewal risk and opportunity, using data to identify systemic trends and intervene proactively

• Negotiation and deal coaching: Coach CSAMs on renewal negotiation strategy and step in directly on complex or high-value renewals

• People leadership: Hire, develop, and manage a team of CSAMs

• AI-forward: Champion experimentation and adoption of AI-powered workflows and tools to enhance customer engagement and team productivity

• Expansion collaboration: Partner with Sales to identify and drive growth within accounts

• Cross-functional leadership: Partner with teams such as Sales, Support, RevOps, Finance, Legal, Marketing, and Product to improve team productivity and customer experience

• Escalation leadership: Step into critical customer situations and provide leadership coverage when it matters, balancing strategic oversight with hands-on resolution

• Operational excellence: Establish inspection rhythms, deal reviews, and CRM hygiene standards, and share best practices with your peer managers to build a consistent model across the organization

• Champion, role model, and embed the company’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

• Hire, develop and lead an inclusive, engaged, and high performing team

Minimum requirements for the role

• 5+ years of experience in Account Management, Customer Success, or Renewals

• 2+ years of direct people management experience leading customer-facing, quota-carrying teams with a portfolio of 100+ accounts per rep

• Full ownership of retention outcomes in a recurring revenue environment

• Demonstrated experience driving product adoption and customer value realization

• Strong negotiation and deal coaching skills

• Strong analytical capability; comfortable using data and AI

• Demonstrated ability to drive forecast accuracy and operational rigor

• Proven ability to lead through ambiguity, organizational change, and fast growth in a high-volume environment

• Strong cross-functional collaboration and communication skills

• Salesforce proficiency

An ideal candidate also has

• Experience at a SaaS company with a hardware or IoT component

• Advanced proficiency with Gainsight (or a similar Customer Success CRM platform)

• Experience partnering closely with Sales on expansion and account strategy

The compensation range shown spans approved pay zones for this role. Your primary work location determines the range applicable to you, which may be narrower than the full range displayed.

Annual on-target earnings (OTE) range for full-time employees for this position is below and depends on your city of residence. Learn more about our total rewards and benefits below.

Annual OTE Salary

$125,902 — $190,440 USD

Total Rewards

At the company, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.

Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.

Flexible Working

At the company, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Belonging at the company

At the company, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that the company is a place where people from all backgrounds can make an impact.

Accommodations

The company is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [link for members] or click here if you require any reasonable accommodations throughout the recruiting process.

Our Commitment to Authenticity

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Fraudulent Employment Offers

The company is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @the company.com, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our  blog post here .