Customer Success Manager

Customer Success Manager

Come Join Our Team! We take pride in building quality productsand enriching the lives of those who make it possible. As a growing company, we invest in our people, our processes, and the technology that drives our success. We believe that when our team members thrive, our company thrives. We offer opportunities for career growth in a supportive, hands-on environment where your contributions make a difference every day. Most importantly, you'll be part of a positive, team-oriented culture where autonomy is earned, hard work is rewarded, and every employee's voice matters. Come grow with us and help shape our future!

Mission Communications, a TASI Measurement company, is a global leader in measurement and control technology. Mission Communications provides advanced, cloud-based monitoring and control solutions for water and wastewater utilities. With tens of thousands of remote terminal units (RTUs) deployed across North America, we help more than 5,000 utilities improve reliability, reduce costs, and simplify operations through our fully integrated SCADA platform.

Being a part of TASI Measurement means we have big company perks with a decentralized operating structure that empowers us to remain close to our customers and their needs.

What We Offer:

• Competitive salaries
• 10 paid holidays each year, vacation, sick time and volunteer time
• 401(k) with employer match immediately vested
• HSA, pre-tax health savings program
• Flexible work schedules that promote a healthy work-life balance
• Top-tier medical, dental, and vision insurance
• Employer-paid life insurance
• Pet Insurance
• Tuition Reimbursement
• Scholarship Programs

Position Summary

The Customer Success Manager is responsible for establishing and leading the new Mission Communications' Customer Success function, unifying technical support, order entry, proactive customer outreach, and high-touch service for strategic customer accounts. This role architects the post-sales customer experience, builds and develops high-performing teams, and implements metrics-driven practices that drive customer satisfaction, retention, and revenue growth. The position requires a blend of deep technical expertise in SCADA for water/wastewater, strong leadership capabilities, and a data-driven management mindset.

Essential Functions

• Build and lead the Customer Success function, integrating technical support, order entry, proactive outreach, and strategic/high-touch customer initiatives.
• Develop the vision and strategic plan for customer success focused on adoption, retention, and growth across Mission's customer base.
• Define and own key performance indicators (KPIs) such as customer health scores and retention rates and manage real-time dashboards and reports to monitor performance.
• Optimize the Technical Support function for rapid resolution of supervisory control and data acquisition systems (SCADA), programmable logic controller (PLC), human-machine interface (HMI), and telemetry issues.
• Implement and leverage ticketing and customer relationship management (CRM) systems to ensure accurate data capture and seamless coordination with Field Services on complex cases.
• Oversee Order Entry operations, ensuring accuracy and seamless handoffs from Sales through fulfillment.
• Design and execute proactive customer engagement programs, onboarding, and business review cadences for key accounts.
• Develop and manage a high-touch service approach for strategic accounts, including dedicated resources, executive engagement, and tailored success plans.
• Recruit, lead, and develop a high-performing team spanning Technical Support Specialists, Order Entry Coordinators, and Customer Success staff, fostering a culture of customer focus and continuous improvement.

Other Responsibilities

• Implement and maintain support playbooks, knowledge base content, escalation procedures, and service level agreements (SLAs).
• Use predictive analytics and other data-driven methods to identify at-risk accounts and expansion opportunities; present insights to executive leadership.
• Drive product adoption, training initiatives, and customer advocacy programs that increase customer value realization.
• Provide coaching, mentorship, performance management, and professional development opportunities to team members.
• Collaborate cross-functionally with Sales, Engineering, and Field Services to ensure a cohesive, end-to-end customer experience.
• Perform other duties as assigned.

Minimum Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related technical field.
• 7 years in technical customer-facing roles, preferably within an industrial, utilities, or technology environment.
• At least 5 years in a team leadership role of 10+ people, across multiple functional areas.
• Proven ability to define KPIs, build dashboards, and use data for strategic decisions.
• Extensive experience with CRM systems (Salesforce, HubSpot) and analytics tools (Gainsight, Tableau, Power BI).
• Deep expertise in SCADA systems.
• Proficiency with standard business tools such as Microsoft Office (Excel, Word, Outlook, Teams).
• Familiarity with industrial protocols (Modbus, DNP3, OPC), SCADA security, and IT/OT convergence.
• Strong written and verbal communication skills, with the ability to translate technical information into clear, customer-friendly language.
• Understanding of SaaS revenue models, ARR/MRR, churn, and net revenue retention.
• Proven ability to prioritize, delegate, and manage multiple workstreams simultaneously.
• Strategic thinker with entrepreneurial mindset and ability to build scalable processes.
• Experience building or refining customer communication standards, outreach programs, or customer experience initiatives.

Preferred Qualifications

• MBA or Engineering Management degree.
• Familiarity with the water and wastewater industry, lift stations, and telemetry, or similar industrial environments.
• Hands-on experience with RTUs, PLCs, HMIs, and industrial automation or IoT-based monitoring platforms.
• Experience with RTUs, PLCs, telemetry, or IoT-based monitoring platforms.

Working Conditions

• Physical Demands: Sitting for extended periods of time. Use hands/fingers to operate computer equipment.
• Visual Demands: Look at a computer monitor for extended periods.
• Manufacturing Environment: Must be able to work in a manufacturing company, which may involve exposure to machinery, noise, and other industrial conditions.

Commitment to People and Planet

TASI Measurement is committed to fostering a sustainable and socially responsible environment. We believe that our success is not only measured by financial gains but also by the positive impact we have on our employees, communities, and the world around us.

As part of our commitment to people, we strive to provide a supportive and inclusive workplace where every individual is valued, respected, and given equal opportunities to thrive. We prioritize the well-being, safety, and personal development of our employees, recognizing that they are the engine driving our success.