Our mission is to transform how people and machines work together to push the boundaries of human productivity. A leader in Industrial AI, Augury helps the world’s manufacturers leverage real-time production insights to drive new levels of efficiency. Combining predictive and prescriptive AI technology with industry expertise, production teams can proactively address alerts, minimize downtime, reduce asset costs, and maximize yield and capacity. Our customers achieve payback in six months or less, enabling global scale. We're looking for team members excited to partner with the world's manufacturers and build the future of production together.
We are seeking a highly strategic and execution-oriented Customer Success Manager to own a portfolio of enterprise accounts, driving retention, expansion, and long-term customer value. This role is paired with a technical success manager and is responsible for managing the customer lifecycle post-sale, including adoption, value realization, renewal execution, and expansion opportunity identification.
The ideal candidate brings a strong ability to connect customer outcomes to commercial impact, with experience in renewal and upsell forecasting, and thrives in complex, industrial customer environments.This position is Remote. The preferred time zones are Eastern US and Central US.
Key Responsibilities
- Own a portfolio of strategic accounts, accountable for retention, renewal execution, and expansion (upsell/cross-sell) outcomes
- Build and maintain accurate renewal and expansion forecasts for your book of business, with clear visibility into risks, opportunities, and expected outcomes
- Proactively identify at-risk accounts and drive mitigation plans to ensure predictable renewal outcomes
- Develop and execute account plans that align customer objectives with measurable value and commercial growth opportunities
- Identify and progress upsell and expansion opportunities based on customer usage, outcomes, and evolving business needs
- Partner cross-functionally with Sales, Support, Product, and Delivery to drive customer outcomes and revenue retention
- Lead customer engagements (e.g., QBRs, executive reviews) that clearly articulate ROI, value realized, and future opportunity
- Maintain disciplined use of systems (e.g., Gainsight, Salesforce) to ensure data integrity, forecasting accuracy, and visibility
What You Bring
- Experience: 7+ years of experience in a software and/or hardware customer success/account management role. Bonus points for a focus on digital transformation/process optimization, or manufacturing job experience.
- Relationship building: Strong ability to collaborate with and influence executives to adopt innovative solutions while maintaining strong relationships with customers and internal stakeholders, especially Sales and Product teams.
- Tech savviness: Proven expertise in digitizing processes and implementing new technologies. Technical understanding/aptitude of machines from the Industrial manufacturing arena is a must have. Strong analytical skills, with the ability to connect customer health, usage, and business outcomes to commercial results
- Strong communicator: Clear and concise written and verbal skills with the ability to craft compelling stories to advocate for the customer.
We offer several perks that include flexible PTO, medical/dental/vision insurance, 401(k) match, stock options, paid parental leave, and WFH and phone stipend.
The pay range for this position in Colorado, California, and New York City is $140,000 - $160,000. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. The pay offered may vary depending on several factors including, but not limited to, relevant education, qualifications, certifications, and experience.
Augury is a people-first organization. We believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and we welcome those from all backgrounds and varying experiences. We are committed to providing employees with a work environment free of discrimination and harassment. We believe that diversity is more than just good intentions, and we are committed to creating an inclusive environment for all employees.
Augury is a proud equal opportunity employer, we strive to create a work environment in which everyone, all applicants, employees, customers, guests, and vendors feel safe and comfortable. We commit to maintain a workplace that is free of any type of harassment and does not tolerate anyone intimidating, humiliating, or hurting others. We prohibit willful discrimination based on age, gender, ethnicity, race, color, religion, political opinions, sexual orientation, sexual identity or expression, military or veteran status, disability or any other characteristic protected by law.
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