Customer Success Account Manager

Who is Litmus

Litmus is building the data foundation that powers industrial AI.

AI doesn’t work without real-world, contextualized data - Litmus makes that data usable. As AI adoption accelerates, most industrial environments still can’t access or use their operational data. We solve that gap.

We’re a growth-stage software company helping manufacturers access, structure, and use real-time data from machines, systems, and sensors at the edge. Our platform sits at the intersection of edge computing, AI, and industrial operations, enabling some of the world’s largest companies to run operations in real time, reduce downtime, and optimize production.

Backed by leading investors and trusted by global manufacturers and partners like Google, Microsoft, Dell, Oracle, and Mitsubishi, Litmus is powering the shift toward software-defined manufacturing.

Why join Litmus

Build the infrastructure that makes industrial AI possible

AI is moving beyond the cloud and into the physical world. At Litmus, you’ll build the infrastructure that enables real-time data to power AI and machine learning systems in production environments.

Work on problems where software meets the real world

Most AI systems fail without access to real-world data. You’ll build the layer that makes them viable in production. We solve challenges at the intersection of distributed systems, real-time data, and industrial constraints — where reliability, scale, and performance are non-negotiable.

Have real impact, fast

You’ll work on systems used by real customers in production, with direct impact on product and company trajectory. As a scaling company, we move quickly. You’ll have ownership, visibility, and the ability to shape both product and company as we scale.

Join a high-performance team

We’re building a team that holds a high bar and pushes each other to improve. You’ll work alongside experienced operators, engineers, and leaders who have done this before and are building again at scale. We hire people who take ownership, move quickly, and care about outcomes. No passengers.

Our culture

At Litmus, the team is collaborative, curious, and low ego. People are scrappy, take ownership, and look for ways to make an impact. We value empathy just as much as execution, whether that’s in how we build, how we communicate, or how we support each other.

We’re a growing company, so things move quickly and not everything is perfectly defined. If you enjoy figuring things out, working closely with others, and making steady progress, you’ll do well here.

About the Role

The Customer Success Account Manager is a key customer-facing role within the Litmus Customer Success team, responsible for driving customer retention, renewals, adoption, and value realization.

You’ll build strong relationships with customers, establish success plans and engagement cadences, lead onboarding and renewal activities, and monitor account health to ensure customers are achieving value from Litmus.

A strong understanding of the manufacturing and/or industrial environment is essential for this role. You’ll work closely with customers operating in manufacturing and industrial settings, understanding their business needs, challenges, and technology environments to help them realize value from Litmus.

You’ll also act as a customer advocate across Litmus, coordinating with internal teams to ensure customer issues, incidents, feature requests, and bug fixes are appropriately prioritized and communicated.

Reporting to the Vice President of Customer Success, you’ll work closely with Sales Account Executives, Expansion Leads, Project Managers, Application Engineers, Presales Engineers, Support, Finance, the Partner team, and other Customer Success team members. You’ll also support enterprise expansion and services opportunities where appropriate, ensuring clear handoffs, accurate account information, and strong cross-functional coordination.

What You’ll Do

• Own the overall relationship for assigned customers and partners, building strong relationships with key stakeholders through regular engagement, success planning, and proactive touchpoints to drive adoption, value realization, retention, and customer loyalty.

• Lead post-sale customer onboarding, including license provisioning and maintenance, and ensure a smooth transition from Sales to Customer Success.

• Act as the primary escalation point for customer tickets, incidents, feature requests, and bug fixes, coordinating internally on priorities and communicating progress and resolution to customers.

• Monitor customer health through adoption data, CSAT/NPS feedback, account health indicators, and proactive follow-up actions.

• Manage Salesforce renewal opportunities and oversee license, subscription, and support renewal processes, including AMC terms and conditions.

• Coordinate billing and payment follow-up with Accounts Receivable and Finance for assigned accounts.

• Identify services, upsell, cross-sell, project, and consulting expansion opportunities within assigned accounts.

• Provide input into account strategy and mapping, maintain site and project intelligence, and keep Account Executives and cross-functional stakeholders informed of customer context and priorities.

• Develop and execute account plans, support technical account planning, and document customer use cases to improve internal visibility and support future opportunities.

• Oversee customer support contract SLA adherence and ensure customers are informed about new product releases and guided toward long-term release versions of Litmus software.

• Drive customer advocacy by identifying opportunities for customer references, referrals, case studies, logo usage, and other advocacy activities.

• Contribute to the continuous improvement of Customer Success processes, renewal playbooks, onboarding practices, account management systems, and cross-functional ways of working.

What You’ll Bring

Must Have

• 5+ years of experience in a customer-facing role, managing relationships with senior customer stakeholders and operational teams.

• 2+ years of professional experience working with manufacturing customers or within the manufacturing/industrial industry. Experience in Customer Success, Account Management, or a technology-related role supporting manufacturing or industrial customers is strongly preferred.

• Strong understanding of manufacturing and/or industrial environments, including the ability to understand customer operations, business challenges, and technology needs.

• Excellent communication skills, with the ability to manage customer expectations, communicate clearly, and coordinate effectively with internal and external stakeholders.

• Strong organizational skills, with the ability to manage renewals, escalations, account plans, and multiple customer priorities simultaneously.

• Strong negotiation and commercial skills, with the ability to identify and support upsell, cross-sell, and services expansion opportunities.

• Ability to work effectively cross-functionally with Sales, Customer Success, Support, Professional Services, Engineering, Project Management, Presales, Partners, and Finance.

Nice to Have

• Experience managing customer-facing projects, services engagements, onboarding, or implementation activities.

• Experience working with manufacturing software, industrial technology, automation, IoT/IIoT, or related technologies.

• Experience supporting customers in complex manufacturing, industrial, or operational technology environments.

• A self-starter who enjoys solving problems, improving processes, and advocating for customer outcomes.

• Experience working in Salesforce or a similar CRM to manage renewals, opportunities, account information, and customer activity.

• Comfortable adapting to change in a fast-paced environment and staying current with new technologies.