Customer Success Relationship Manager

Location
Castle Hill NSW 2154•Hybrid work
 
Benefits
Pulled from the full job description
Health insurance
 
Full job description
Our Mission
At Industrial Scientific, we are committed to ending workplace deaths by 2050. We hire smart, motivated people and give them the tools and support to make a meaningful impact. Our Customer Success Relationship Managers are key to achieving this vision through proactive engagement with customers, ensuring safety, and expanding the use of our life-saving technologies.

Role Overview
The Customer Success Relationship Manager will be responsible for driving revenue growth by maintaining and expanding our subscription-based gas detection fleet management program—iNet®—across APAC. This includes nurturing long-term customer relationships, preventing iNet churn, identifying upsell opportunities, and providing strategic technical solutions that ensure safety and compliance in hazardous environments.

Core tasks include: preventing subscription cancellations, solving product issues related to application or quality, ensuring successful delivery and deployment of safety solutions, and supporting the commercial team to grow the business. Success is measured by KPIs such as churn rate, issue resolution time, deployment success rate, and revenue growth from upsells/expansions.

You'll act as a trusted advisor, blending technical expertise with sales acumen to connect customer needs to our cloud-connected, real-time safety solutions. Daily workflows involve a mix of virtual and in-person activities, such as technical diagnostics, installations, troubleshooting, training sessions, and performance follow-ups, all aimed at proactive issue resolution and business growth. If you have experience as a service engineer or on-site support specialist for hardware/equipment (e.g., gas detectors, sensors, or industrial systems), this is your opportunity to advance into a business-oriented role—leveraging your fieldwork skills to drive renewals, expansions, and customer success. This is a full-time position based on a 40-hour work week, with up to 50% travel for site visits and flexibility for remote work.

Key Responsibilities

Customer Engagement and Growth:

Prevent subscription cancellations by proactively monitoring customer satisfaction, addressing pain points early, and fostering loyalty through regular check-ins, value demonstrations, and personalized retention strategies—directly supporting churn prevention KPIs.
Identify and pursue upsell/cross-sell opportunities for devices, services, analytics tools, and enhancements, aligning with customer objectives to expand adoption and revenue, while collaborating with the commercial team to support business growth initiatives.
Technical Support and Solutions:

Solve product issues caused by application or quality factors through root cause analysis, diagnostics, and corrective actions—using tools like diagnostic software, remote monitoring, and on-site inspections to resolve problems efficiently, minimize downtime, and recommend improvements for long-term reliability.
Ensure successful delivery and deployment of safety solutions by leading installations, commissioning, and optimizations of iNet systems (e.g., docking stations, gas monitors, and cloud-based tools), including site visits for setup verification, data connectivity testing, and initial performance assessments to confirm compliance and functionality.
Offer data-driven consultations, helping customers interpret usage insights and recommend best practices for safety, compliance, and operational improvements—incorporating daily follow-ups on quality or performance issues, such as analyzing equipment logs, tracking defect trends, and implementing preventive measures.
Training and Enablement:

Deliver training to customers, end-users, and channel partners on gas detection principles, software platforms, hardware usage, and iNet processes to promote successful adoption and best practices—conducting virtual sessions (e.g., webinars or online demos) or in-person workshops as part of daily/weekly routines, including developing customized content and assessing post-training effectiveness to drive ongoing usage and support deployment success.
Partner and Internal Collaboration:

Support channel partners (e.g., fulfillment centers and distributors) by reviewing performance, leading corrective/preventive actions, and ensuring operational standards for inventory, stock levels, and service quality—through regular virtual check-ins, joint troubleshooting sessions, and collaborative audits.
Collaborate with cross-functional teams (e.g., sales, product management, engineering, service, and product performance) to relay customer feedback, contribute to product roadmaps, defect tracking, and continuous improvements—participating in daily stand-ups, weekly meetings, or ad-hoc projects to align on issue resolutions, share insights from field diagnostics, and support commercial growth efforts.
Partner with sales for technical support during proposals, demonstrations, and post-installation guidance to facilitate business expansion, including co-developing solutions based on real-time customer data.
Additional Duties:

Manage assigned projects (e.g., process improvements like Kaizen) and adapt to other responsibilities as needed in a dynamic environment, such as documenting daily support interactions in tracking systems for trend analysis and reporting.
Performance Metrics and KPIs:

Achieve targets related to core tasks, including: low churn rates (e.g., subscription retention above 95%), timely resolution of application/quality issues, high engagement and customer satisfaction, and contributions to business growth (e.g., upsell revenue targets).
Required Qualifications (Non-Negotiable):

3–5 years of experience in a customer-facing role such as service engineering, on-site support, sales engineering, or technical support for industrial instrumentation (e.g., mining, oil & gas, chemicals, or safety systems)—transferable skills from hardware/equipment backgrounds are highly valued, including hands-on experience with installations, commissioning, diagnostics, and issue resolution to support core tasks like deployment success and quality problem-solving.
Proven success in preventing churn, growing accounts through upsell/cross-sell, and delivering high customer satisfaction in quota-driven or fast-paced environments, with a track record of meeting KPIs like retention rates and revenue growth.
Strong technical aptitude in instrumentation, wireless technology, cloud-based solutions, or industrial safety systems, with advanced analytical/problem-solving skills for technical diagnostics (e.g., using diagnostic tools, software, and data analysis to identify and resolve issues efficiently, including application/quality-related problems).
Proficiency in providing virtual technical support (e.g., remote troubleshooting via video, email, or CRM tools) and in-person support (e.g., on-site repairs, installations, and verifications), with the ability to adapt methods based on customer needs and urgency to ensure successful deployments and issue resolutions.
Demonstrated ability to work collaboratively with cross-functional teams, including coordinating with sales, engineering, product, and service groups to drive resolutions, share insights, and contribute to team projects—requiring strong interpersonal skills for effective communication, alignment on core tasks like business growth support, and KPI achievement.
Excellent verbal and written communication skills, with the ability to tailor messages to diverse audiences (e.g., technicians to executives) and influence stakeholders.
Ability to work independently, prioritize workloads, and self-direct learning for new products/applications, while managing a mix of virtual and field-based tasks.
Willingness to travel up to 50% based on customer and business needs, with a valid driver's license.
Fluency in English (written and spoken) and comfort working remotely.
After onboarding: Thorough understanding of Industrial Scientific products, applications, services, bug/defect tracking, and iNet offerings (training provided).
Bachelor's degree in Engineering, Science, or a related technical field, or equivalent work experience.
Preferred Qualifications:

Experience with detectors, portable industry devices, handheld equipment, or wireless hardware.
Familiarity with after-sales service, project management, or partner training.
Demonstrated sales acumen in a technical context.
Why Join Us?

Be part of a purpose-driven organization saving lives every day.
Work in a dynamic and innovative environment with industry-leading technology.
Career development and internal mobility opportunities across the region.
Flexible work environment with autonomy and trust.
Job Type: Full-time

Pay: $120,000.00 – $150,000.00 per year

Benefits:

Health insurance
Work Authorisation:

Australia (Preferred)
Work Location: Hybrid remote in Castle Hill NSW 2154