Customer Success Manager

Job Description & Responsibilities

The Customer Success Manager (CSM) is responsible for building and maintaining strong, long-term relationships with customers, ensuring they achieve maximum value from Persistent Systems LLC’s suite of Wave Relay products and services. This role serves as the primary point of contact for customers post-sale and acts as a trusted advisor, proactively addressing needs, driving adoption, and supporting customer retention and growth. You will also play a pivotal role in communicating technical challenges to our engineering department, helping to shape future product development with your insight into customer challenges and market needs.

Location: Remote

Position Responsibilities

• Serve as the primary relationship owner for strategic and high-value customer accounts
• Develop long-term customer relationships with clients through managing and interpreting their requirements
• Traveling to customer and business partner locations across the US and the world for programmatic meetings and events
• Provide post-sales technical assistance, continued product education, and information sharing on future Wave Relay product development
• Maintain a high level of Wave Relay technical acumen to effectively communicate with specialized and complex customer sets
• Onboard new customers and ensure a smooth transition from delivery and beyond
• Understand customer goals, business challenges, and success metrics
• Proactively monitor customer health, usage, and satisfaction
• Coordinate with internal teams (Sales Engineering, Sales, Program Management Office, and Operations) to resolve issues and deliver solutions
• Conduct regular check-ins, business reviews, and success planning sessions
• Identify opportunities for account expansion, renewals, and upsells in collaboration with Sales and the Program Management Office (PMO)
• Advocate for customer needs and provide feedback to internal stakeholders to include the Engineering Department
• Manage escalations and ensure timely resolution of customer concerns
• Track customer interactions and outcomes in Persistent platforms

Job Qualifications & Experience

Minimum Qualifications

• Bachelor’s degree or equivalent experience
• 3+ years of experience in customer success, account management, or client services
• Strong communication, presentation, and relationship-building skills
• Proven ability to manage multiple priorities effectively
• Customer-focused mindset with strong problem-solving skills
• Experience working in a technology, with an emphasis on wireless communications and/or networking preferred
• Proficiency with CRM tools (e.g., Salesforce) and customer success platforms is a plus

Preferred Qualifications

• Strong collaboration and cross-functional teamwork skills
• Experience managing people and strategic events
• Analytical, non-linear thinker who can identify trends
• Familiarity with contract renewals and retention strategies

The base pay for this role can vary from $106,000 to $146,000 a year based on individual qualifications. Eligibility for yearly discretionary bonus. Persistent Systems, LLC offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance; paid time off (sick time and vacation time); flexible spending accounts; 401(k) plan with company match; fitness membership reimbursement; tuition assistance; mental health benefits; and pet discounts.

Company Overview

Persistent Systems is a growing business that develops Mobile Ad hoc Networking (MANET) wireless radio systems for US Government and commercial applications. The radios are typically worn on the person, mounted to manned vehicles, integrated into autonomous unmanned vehicles, or installed at fixed sites. The systems provide on-the-move data, voice, video, and situational awareness capability. Located in the heart of New York City, Persistent Systems is an exciting company that is passionate about delivering cutting edge products.