XOi is transforming the field service industry by connecting people, data, and equipment in powerful new ways. Our platform empowers field technicians with AI-driven insights, enriched equipment data, and streamlined communication tools that help them work smarter, faster, and with more confidence.

We are growing rapidly, backed by $230 million in funding from KKR and our recent acquisition of Specifx, which expands our data capabilities and strengthens our technology for field service professionals.

If you are energized by building strategic partnerships, driving measurable business outcomes, and contributing to a company shaping the future of field service, this role is for you.

The Role

As a Senior Customer Success Manager, you will manage a targeted portfolio of mid-market and major accounts. You will serve as a trusted advisor, focusing on driving ROI, deepening adoption, and expanding relationships across your customer base.

Your success will be defined by your ability to align XOi’s technology to customer goals, uncover opportunities for growth, and lead and own renewal and expansion strategies that create long-term value. You will work closely with internal teams to ensure every customer experience drives measurable impact.

You will report directly to the Director of Customer Success.

What You’ll Do

Strategic Account Management

• Own the health and success of your customer portfolio, ensuring retention and growth through consistent engagement and measurable results.
• Conduct Annual/Quarterly Business Reviews that highlight ROI, value realization, and opportunities for optimization.
• Partner with customer stakeholders to align product adoption with strategic business objectives and drive outcomes.

Value and ROI Realization

• Build Success Plans and data-backed recommendations that help customers achieve key business outcomes.
• Use insights and metrics to tell a clear story of progress, impact, and value delivered through XOi.
• Identify and remove barriers to adoption or growth before they become risks.
  

Renewal and Expansion

• Own a renewal and expansion quota, driving measurable revenue growth across your portfolio.
• Lead proactive, consultative renewal conversations focused on delivering business value and ROI.
• Identify, pursue, and close upsell and cross-sell opportunities in partnership with internal teams.
• Consistently meet or exceed retention, expansion, and ARR growth targets.

Customer Advocacy and Collaboration

• Serve as the voice of your customers across Product, Support, Sales, and Marketing.
• Provide actionable feedback that helps shape product innovation and customer experience.
• Collaborate cross-functionally to deliver a consistent and unified customer journey.
  

Process and Program Improvement

• Identify trends, challenges, and opportunities across your accounts to improve efficiency and scalability.
• Contribute to the development of playbooks, best practices, and tools that elevate team performance and customer outcomes.

What You’ll Bring

• 3+ years of experience in a customer-facing role such as Customer Success or Account Management in a B2B SaaS environment.
• Proven ability to manage a $2M+ ARR portfolio while driving renewals and quota-based expansion growth.
• Excellent communication and relationship-building skills with stakeholders at all levels.
• Experience using Salesforce, ChurnZero (or similar CS platforms), and other analytics or communication tools.
• Strong analytical skills with the ability to use data to guide decisions and demonstrate value.
• High accountability and ownership mindset with the ability to balance strategic priorities and day-to-day execution.

You’ll Thrive Here If You

• Excel at building authentic relationships and understanding customer goals.
• Are proactive, curious, and focused on solving root causes, not just symptoms.
• Manage multiple accounts with strong attention to detail and follow-through.
• Are passionate about helping customers achieve measurable business success.
• Enjoy working cross-functionally to deliver meaningful outcomes and long-term impact.

Benefits and Perks

• Medical, dental, and vision coverage starting the 1st of the month following hire
• 401(k) with eligibility after 90 days
• Discretionary Time Off (DTO)
• $500 new hire home office stipend
• $50 monthly wellness stipend
• $50 monthly internet stipend
• $65 monthly cell phone stipend