Customer Success Relationship Manager

**Our Mission**
At Industrial Scientific, we are committed to ending workplace deaths by 2050. We hire smart, motivated people and give them the tools and support to make a meaningful impact. Our Customer Success Relationship Managers are key to achieving this vision through proactive engagement with customers, ensuring safety, and expanding the use of our life-saving technologies.

**Role Overview**
The Customer Success Relationship Manager will be responsible for driving revenue growth by maintaining and expanding our subscription-based gas detection fleet management program—iNet®—across APAC. This includes nurturing long-term customer relationships, preventing iNet churn, identifying upsell opportunities, and providing strategic technical solutions that ensure safety and compliance in hazardous environments.

You'll act as a trusted advisor, blending technical expertise with sales acumen to connect customer needs to our cloud-connected, real-time safety solutions. Daily workflows involve a mix of virtual and in-person activities, such as technical diagnostics, installations, troubleshooting, training sessions, and performance follow-ups, all aimed at proactive issue resolution and business growth. If you have experience as a service engineer or on-site support specialist for hardware/equipment (e.g., gas detectors, sensors, or industrial systems), this is your opportunity to advance into a business-oriented role—leveraging your fieldwork skills to drive renewals, expansions, and customer success. This is a full-time position based on a 40-hour work week, with up to 50% travel for site visits and flexibility for remote work.

**Key Responsibilities**

**Customer Engagement and Growth**:

- Prevent subscription cancellations by proactively monitoring customer satisfaction, addressing pain points early, and fostering loyalty through regular check-ins, value demonstrations, and personalized retention strategies—directly supporting churn prevention KPIs.
- Identify and pursue upsell/cross-sell opportunities for devices, services, analytics tools, and enhancements, aligning with customer objectives to expand adoption and revenue, while collaborating with the commercial team to support business growth initiatives.

**Technical Support and Solutions**:

- Ensure successful delivery and deployment of safety solutions by leading installations, commissioning, and optimizations of iNet systems (e.g., docking stations, gas monitors, and cloud-based tools), including site visits for setup verification, data connectivity testing, and initial performance assessments to confirm compliance and functionality.
- Offer data-driven consultations, helping customers interpret usage insights and recommend best practices for safety, compliance, and operational improvements—incorporating daily follow-ups on quality or performance issues, such as analyzing equipment logs, tracking defect trends, and implementing preventive measures.

**Training and Enablement**:

- Deliver training to customers, end-users, and channel partners on gas detection principles, software platforms, hardware usage, and iNet processes to promote successful adoption and best practices—conducting virtual sessions (e.g., webinars or online demos) or in-person workshops as part of daily/weekly routines, including developing customized content and assessing post-training effectiveness to drive ongoing usage and support deployment success.

**Partner and Internal Collaboration**:

- Support channel partners (e.g., fulfillment centers and distributors) by reviewing performance, leading corrective/preventive actions, and ensuring operational standards for inventory, stock levels, and service quality—through regular virtual check-ins, joint troubleshooting sessions, and collaborative audits.
- Collaborate with cross-functional teams (e.g., sales, product management, engineering, service, and product performance) to relay customer feedback, contribute to product roadmaps, defect tracking, and continuous improvements—participating in daily stand-ups, weekly meetings, or ad-hoc projects to align on issue resolutions, share insights from field diagnostics, and support commercial growth efforts.
- Partner with sales for technical support during proposals, demonstrations, and post-installation guidance to facilitate business expansion, including co-developing solutions based on real-time customer data.

**Additional Duties**:

- Manage assigned projects (e.g., process improvements like Kaizen) and adapt to other responsibilities as needed in a dynamic environment, such as documenting daily support interactions in tracking systems for trend analysis and reporting.

**Performance Metrics and KPIs**:
**Required Qualifications (Non-Negotiable)**:

- 3-5 years of experience in a customer-facing role such as service engineering, on-site support, sales engineering, or technical support for industrial instrumentation (e.g., mining, oil & gas, chemicals, or safety systems)—transfe