XOi is revolutionizing the field service industry with the expansion of our on-demand equipment data enrichment and metadata retrieval capabilities. We are powering a world in which people and equipment are connected, decisions are transparent, and quality outcomes are predictable. Field service technicians across the nation utilize our suite of products daily to increase efficiency and performance on the job, streamline communication and information sharing, enhance their skills, and gain insights through innovative software and AI solutions.

As a Customer Success Manager (SMB), you will drive adoption and value realization at scale, serve as a catalyst for product engagement, and be a trusted partner for a broad range of clients. In this role, you'll be responsible for driving ROI and engagement across a large portfolio of approximately 200 clients, representing ~$3M in ARR. This is a unique opportunity to shape our scaled customer success efforts and empower a broad base of clients to maximize their success with the XOi platform.

Key Responsibilities

• Proactive Engagement at Scale - Manage a high-volume book of business by designing and executing one-to-many communication strategies (e.g., webinars, email campaigns) to drive adoption and highlight value.

• Value Realization - Help clients understand and achieve measurable value from the XOi platform, focusing on key usage metrics and business outcomes relevant to a diverse client base.

• Client Health Monitoring - Utilize data and technology to monitor client health, identify at-risk accounts, and trigger appropriate scaled or targeted interventions.

• Success Planning & Playbooks - Collaborate on and execute scalable success plans and automated playbooks to guide clients through key milestones and common challenges.

• Renewal Management - Proactively manage the renewal cycle for your portfolio, leveraging data and automated outreach to ensure high retention rates and identify opportunities for growth.

• Problem Identification - Identify common strategic opportunities and recurring challenges across your client segment, providing insights that can inform product development and support resources.

• Internal Advocacy - Champion the collective needs of your client segment internally, working with product, marketing, and support teams to improve the overall client experience.

• Expansion Identification - Identify potential opportunities for upsell and expansion within your portfolio, working collaboratively with sales for conversion.

• Metrics-Driven Management & Reporting - Use KPIs and success metrics to monitor adoption, value realization, and health across customer accounts. Translate insights into action plans and communicate impact both internally and to customer stakeholders.

Qualifications

• 2-4 years of proven success in a "scaled" or "digital" Customer Success role, managing a high-volume portfolio of 150+ clients.

• Experience driving customer adoption, satisfaction, and retention in a low-touch environment with an ARR portfolio of $2M+.

• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions to impact a large client base.

• Proficiency in CRM (e.g., Salesforce), marketing automation platforms (e.g., HubSpot, Marketo), and Customer Success Platforms (e.g., ChurnZero) is highly preferred.

• Ability to communicate complex concepts clearly and concisely through various digital channels.

• Comfortable working with technology and leveraging automation to achieve results.

You’re a Great Fit if You

• Thrive in a fast-paced, dynamic environment where you can impact many customers simultaneously.

• Are data-driven, analytical, and skilled at identifying patterns and scalable solutions.

• Are a self-starter who can manage competing priorities and deliver results in a high-volume setting.

• Have a passion for finding innovative ways to engage and support customers at scale.

• Embrace a customer-centric mindset and are dedicated to helping a broad range of customers succeed.

XOi Benefits

• XOi offers a comprehensive benefits package that includes medical, dental, and health, with eligibility the 1st of the next month following your date of hire

• XOi offers a 401(k), with eligibility at 90 days

• XOi offers Discretionary Time Off

• All new employees receive a one time $500 New Hire Stipend to support any updates needed for your home office space

• All employees receive a $50/monthly stipend to be used for personal wellness and $50/ monthly stipend towards internet expenses