Customer Success Manager

About Faclon Labs: Faclon Labs is a leader in Industrial AI and IoT-powered solutions for industrial digital transformation. Our mission is to optimize operations and enhance productivity for our clients by delivering advanced analytics, predictive maintenance, and real-time monitoring solutions.

Job Overview:

We are looking for a Customer Success Manager to oversee the successful delivery of

software projects while identifying upsell opportunities. This role will involve managing client

relationships, ensuring smooth project execution, and helping clients get the most value from our

solutions. Youll act as the main point of contact for clients and will work closely with both the

technical and sales teams to ensure customer satisfaction and growth.

Key Responsibilities:

• Manage end-to-end delivery of software projects, ensuring they are on time and meet client

expectations.

• Build and maintain strong relationships with clients, serving as their main point of contact for

all project-related matters.

• Work closely with the technical team to ensure that deliverables are aligned with client

requirements.

• Proactively identify upsell opportunities by understanding client needs and offering

additional solutions or features that add value.

• Provide post-delivery support to ensure clients are using the software effectively.
• Conduct regular check-ins and gather feedback to continuously improve our offerings and

client satisfaction.

• Assist clients in troubleshooting and provide clear communication on updates or issues.
• Manage renewals and retention before the end of a subscription period.

Required Skills and Qualifications:

• Experience in Customer Success, Project Management, or a client-facing role in a

software/tech environment.

• Proven track record of successfully managing software project deliveries.
• Strong communication skills, able to translate technical information into clear, client-friendly

language.

• Excellent problem-solving abilities and a proactive approach to finding solutions.
• Ability to identify and execute upsell opportunities.
• Experience working with cross-functional teams (technical, product, and sales).
• A customer-first mindset with a focus on delivering value.
• Familiarity with project management tools.Nice to Have:
• Experience in SaaS or software delivery environments.
• Background in product training or software onboarding.
• Experience in IoT.

Key Responsibilities:

• Manage end-to-end delivery of software projects, ensuring they are on time and meet client

expectations.

• Build and maintain strong relationships with clients, serving as their main point of contact for

all project-related matters.

• Work closely with the technical team to ensure that deliverables are aligned with client

requirements.

• Proactively identify upsell opportunities by understanding client needs and offering

additional solutions or features that add value.

• Provide post-delivery support to ensure clients are using the software effectively.
• Conduct regular check-ins and gather feedback to continuously improve our offerings and

client satisfaction.

• Assist clients in troubleshooting and provide clear communication on updates or issues.
• Manage renewals and retention before the end of a subscription period.

Required Skills and Qualifications:

• Experience in Customer Success, Project Management, or a client-facing role in a

software/tech environment.

• Proven track record of successfully managing software project deliveries.
• Strong communication skills, able to translate technical information into clear, client-friendly

language.

• Excellent problem-solving abilities and a proactive approach to finding solutions.
• Ability to identify and execute upsell opportunities.
• Experience working with cross-functional teams (technical, product, and sales).
• A customer-first mindset with a focus on delivering value.
• Familiarity with project management tools.Nice to Have:
• Experience in SaaS or software delivery environments.
• Background in product training or software onboarding.
• Experience in IoT.