Enterprise Customer Success Manager (Technical)

ThingsBoard, Inc. was founded in 2016. We develop software products for IoT (Internet of Things). Our Private Cloud department runs dedicated ThingsBoard environments for 40+ enterprise customers on AWS, GCP, Azure and StackIT, including some of the largest IoT deployments on the platform.

We are looking for a technical Customer Success Manager to own our largest enterprise accounts: making sure they get value fast, their environments stay up to date, and their teams bring new use cases to production faster. This is not a sales role: pricing, contracts and renewals are handled by Sales.

Requirements :

- 4+ years in a customer-facing technical role (Technical Account Manager, Solutions Engineer, Customer Success Engineer, Implementation Engineer).

- Hands-on experience with IoT or data platforms: you have built or integrated solutions yourself.

- Good understanding of IoT protocols (MQTT, HTTP, CoAP), REST APIs and JSON.

- Scripting skills in JavaScript or Python. Basic SQL.

- Understanding of cloud infrastructure: Kubernetes, managed databases, load balancers.

- Experience working with enterprise stakeholders, from engineers to management.

- Strong English skills (C1).

- A proactive and structured approach.

Responsibilities :

- Be the main point of contact for 2 strategic enterprise customers at the start, growing to 4-6.

- Advise customer engineers on mapping use cases onto ThingsBoard: device profiles, rule chains, integrations, dashboards, alarms, multi-tenancy.

- Review customer solutions and recommend best practices for performance and scale.

- Build quick proofs of concept and examples that unblock customer teams.

- Plan and control upgrades and maintenance of customer environments together with our Reliability Engineers.

- Work on security and compliance questionnaires together with the engineering team.

- Demo new ThingsBoard features (Trendz, Edge, mobile app) and drive adoption.

- Collect customer feedback and run regular business reviews.

Key Challenges for the First Year:

1.Enterprise Account Ownership: Took ownership of 2 strategic enterprise accounts, becoming their primary point of contact and technical advisor. Retained both accounts throughout the year.

2. Customer Success & Adoption: Helped each customer bring at least one new use case into production faster through technical guidance, architecture reviews, or proof of concept (PoC) development.

3. Proactive Maintenance & Communication: Ensured 100% of planned upgrades and maintenance activities were communicated to customers at least 2 weeks in advance, with no unexpected disruptions.

4. Account Health & Business Reviews: Conducted quarterly business reviews for every account and kept CRM account health records consistently up to date.

5. Revenue Growth & Portfolio Expansion: Increased recurring revenue from these customers (plans, instances, and add-ons) by at least 6% year over year and expanded the portfolio to 4-6 enterprise accounts.

Will be a plus:

- Experience with ThingsBoard.

- German language.

- Experience with security questionnaires and enterprise procurement.

What We Offer :

- Working on an open-source IoT platform with thousands of installations globally.

- Work with the largest enterprise IoT deployments on the platform.

- Competitive salary plus annual performance bonuses.

- Office in Kyiv, hybrid format, flexible hours.

- An experienced team without bureaucratic overhead.

- Career growth and regular salary reviews.

- Medical insurance, complimentary English classes.

- Team-building and corporate events.

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