Enterprise Customer Success Manager

Memfault is the first observability platform purpose-built for hardware and IoT devices. Our platform empowers embedded engineering teams to monitor, debug, and update their devices at scale, reducing time-to-resolution and improving product reliability. We work with some of the most innovative companies in the hardware and IoT space, helping them deliver exceptional products to their customers.

We’re looking for an Enterprise Customer Success Manager (Enterprise CSM) to join our growing team and lead cross department efforts that bring about the long-term success of our enterprise customers. In this role, you’ll work closely and coordinate engagement with the engineering, QA, product and leadership teams at our largest, most strategic customers. Ultimately, you’ll enable these customers to clearly articulate their goals with Memfault, connect these goals to actual business outcomes, and make certain of the value they receive.

The Role:

• As an Enterprise CSM, you will be the primary partner and advocate for a set of customers, your book of business, working towards maximizing the value of Memfault’s platform. You’ll build strong relationships with stakeholders at multiple levels of the organization, understand their business and technical goals, and proactively identify opportunities to drive adoption, retention, and expansion.

Key Responsibilities:

Customer Advocacy & Relationship Management:

• Build and maintain strong relationships with enterprise 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 escalations, ensuring timely resolution 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.

  Cross-Functional Collaboration:

• Work closely with Technical Program Managers, Solution Engineers, Product, and Engineering teams to ensure customer needs are met.

• Provide feedback to Product and Engineering on customer pain points, feature requests, and opportunities for improvement.

• Contribute to the development of customer success processes, playbooks, and resources to scale the team’s impact.

Why You May Be a Fit:

Customer Success Expertise:

• 7+ years of experience in a customer success and/or account management role for a SaaS company and technical product

• Experience with enterprise customers that lean technical and bring innovative products to market.

• 4+ years and a proven track record of managing enterprise accounts, driving customer retention, adoption, and growing accounts.

  Technical Aptitude:

• Familiarity with hardware, IoT, or embedded systems is required.

• Ability to understand and communicate technical concepts effectively to engineering and leadership personas.

• Experience working with technical teams (e.g., technical presales, solution architects, engineering) to deliver value.

  Relationship Building & Communication:

• Exceptional interpersonal and communication skills, with the ability to build trust and credibility with enterprise 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.

• Strong organizational skills and attention to detail, with the ability to manage multiple accounts and priorities simultaneously.

  Collaboration & Teamwork:

• Experience working cross-functionally with technical and non-technical teams to deliver customer success.

• A team player who thrives in a collaborative, fast-paced environment.

  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

Even Better If You Have:

• Previous work experience in the hardware or IoT industry, particularly working with embedded engineering teams.
• Familiarity with release management processes, debugging tools, or observability platforms.
• Experience with customer success tools like Gainsight, ChurnZero, or similar platforms.

What Success Looks Like in This Role:

• Customers achieve their onboarding and adoption goals ahead of schedule, with high satisfaction and engagement.
• Usage and adoption metrics grow steadily and maintain at full value levels. 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.
• Customer feedback is effectively communicated to Memfault internal teams, driving product improvements and innovation.