Senior Customer Success Manager

About the job
Nordic Semiconductor is hiring a Senior Customer Success Manager to join our expanding team and drive sustainable customer outcomes. You will be joining the Memfault team within Nordic Semiconductor. You will be the primary partner and advocate for a set of customers - your book of business - working towards maximizing platform value realization. You'll build strong relationships with stakeholders at multiple levels of the organization, guide customers in defining clear objectives with Memfault, and establish measurable connections between these goals and business results.
Key responsibilities

• Customer Advocacy & Relationship Management:
  • Build and maintain strong relationships with customers, acting as their trusted advisor and advocate within Memfault.
  • Develop a deep understanding of customers' business objectives, technical requirements, and success metrics.
  • Serve as the primary point of contact for customer feedback and escalations, ensuring timely responses in collaboration with internal teams.
• Adoption & Value Realization:
  • Partner with Technical Program Managers and Solution Engineers to ensure a smooth onboarding process and successful deployment of Memfault on production devices.
  • Proactively monitor customer health and engagement, identifying opportunities to drive deeper adoption of Memfault's features.
  • Conduct regular business reviews with customers to demonstrate ROI, share best practices, and align on future goals.
• Retention & Expansion:
  • Identify and mitigate risks to customer retention by addressing challenges early and ensuring customer satisfaction.
  • Collaborate with Sales to identify and pursue expansion opportunities, such as additional use cases, teams, or devices.
  • Drive contract renewals by demonstrating the ongoing value of Memfault's platform.

Qualification and skills

• Customer Success Expertise:
  • 5+ years of experience in a customer success and/or account management role for a SaaS company and technical product.
  • 3+ years and a proven track record of managing enterprise and mid-market accounts, driving customer adoption, retention and expansion.
• Technical Aptitude:
  • Familiarity with hardware, IoT, and embedded systems is required.
  • Ability to understand and discuss technical concepts effectively with engineering and leadership personas.

Personal Skills

• Relationship Building & Communication:
  • Exceptional interpersonal and communication skills, with the ability to build trust and credibility with customers.
  • Strong presentation skills, with experience conducting business reviews and delivering value-driven messaging to executive stakeholders.
• Proactive Problem-Solving: A proactive, solutions-oriented mindset with the ability to anticipate customer needs and address challenges before they escalate.
• Collaboration & Teamwork: Experience working cross-functionally with technical and non-technical teams to deliver customer success.
• You're Local & Positive about Back to Office: You're happy to work out of our Boston, New York or San Francisco office at least twice a week.

What Success looks like in this Role:

• Customers achieve their onboarding and adoption goals ahead of schedule, with high satisfaction and engagement.
• Customer stakeholders are consistently able to articulate their goals and results to you and to their internal audiences.
• Customers expand their use of Memfault's platform, adopting additional features, increasing device coverage, and introducing additional teams who can benefit from the platform, and work closely with you to build the internal business case.

Working for Nordic
Working for Nordic Semiconductor, you will be inspired and supported to develop yourself. Our teams enjoy a professional and informal working environment. We value and encourage the continuous development of skills and expertise to the highest levels. We are proud of our Norwegian heritage, our highly skilled international workforce, world-leading innovation, and professional brilliance. We offer a variety of tasks and projects, and the possibility to work alongside some of the world's most renowned experts within their field. We encourage our employees to question the established and innovate while expecting professionalism, commitment, and the will to learn.
Benefits

• The salary range for this role is (100.000 - 160.000 USD). Exact salary is determined by skills, qualifications, and experience.
• We also offer an annual discretionary bonus and long-term incentive plan
• Medical and Dental benefits. 100% employer-paid option for employees.
• Health Savings Account or Flexible Spending Account
• Other voluntary benefits available, like disability and life insurance
• 401k with employer match
• Generous family-friendly leave policies for vacation, personal time, sick time, and parental leave
• Opportunities for professional development and mentorship

Practical details

• Location: Boston, USA| New York, USA | San Francisco, USA

Please note that this position might be subject to a background check.