Back to jobs
New

Customer Success Manager

Remote

We sell AI smart glasses to industrial field-service companies. The technicians who fix HVAC systems, service elevators, maintain refrigeration, keep heavy equipment running. These are the people everyone comes running to when something breaks. And everyone is pulling at them, the customer needs the machine back up, the dispatcher wants an update, and the office wants the report.

This is who the product is for. Every rollout you run either makes that person's job easier or gets in their way. There's no middle. Add one more step to a day that's already pulling them in five directions and the deployment fails, no matter how clean it looks to their IT team.

Your job is to make the product work for the technician,run the rollout and drive value for their business. You are the orchestrator of the account. You own the deployment from the first day in the field to the full rollout - every branch, every stakeholder, and every milestone is yours to sequence and drive.

What you'll own

  • Orchestrating the rollout. You sequence the branches, run the cadence, track progress against the KPIs everyone agreed to, and keep the deployment on plan. When something slips, you see it first and keep it on track.
  • The operational engine. You run onboarding, scheduling, and coordinate the ride-alongs. The moving parts of a branch-by-branch rollout are yours to keep in motion.
  • The stakeholder relationship. You're the seat across the table from the customer's operational excellence lead. You run the weekly call, show the data, and hold that room.
  • Use case mapping. You do this before the ink dries on the contract. You embed with the customer ahead of the close, dig into how their technicians actually work and what systems run their business, and design the deployment around what you find instead of a template.
  • The product expert. You become the deepest expert on our product outside the core team. You can answer any question about what it does and how to make it fit the customer's world. You push the product into places we haven't tried, and when a customer wants to see it, you're the one who runs the demo.
  • The business case. Nobody is closer to the customer than you. You understand their value needs inside-out and you’re the one instrumenting the deployment to deliver it. 
  • The playbook. You aren't running a process someone handed you, you're building one. Every deployment sharpens it. You pattern-match, how these businesses operate, where the value tends to hide, what makes adoption stick, and each one makes you faster and more effective on the next. Done right, the playbook you build becomes the one the rest of the team runs on.
  • The expert bench. You pull the right trade expert in when an account in their discipline needs credibility on a call or a ride-along.

You're how we learn what to build

You're the closest person in the company to how the product performs in the field, and that makes you our feedback loop. The needs that surface again and again across accounts, the use cases customers invent that we never pitched, the shifts you see in the market before anyone else does, you carry all of it back to product and engineering. We don't decide what to build next in a roadmap meeting. We learn it from deployments, which means we learn it from you.

Background

  • Customer-facing work in solutions engineering, implementation, customer success, or deployment at a field-service, industrial, or enterprise software company.
  • AI-forward. You already work this way, and someone slow to adopt fails in this seat and in this company.
  • Presence with senior operators. You hold your own with someone who runs programs for a living and outranks you in the room.
  • You learn a product fast and deep, and you've gotten real outcomes to production in messy environments where no one cleared the path for you.

Compensation

$100-120K

Create a Job Alert

Interested in building your career at Airwave? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Will you now or in the future require sponsorship for employment visa status (e.g., H-1B visa status)? *

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Airwave’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.