Customer Success Leader

Your Job

Masen, a Koch owned and operated environmental IoT services startup, is seeking a Director of Customer Success to join our growing team.

The Director of Customer Success will be responsible for partnering with customers and ensuring that they get the full value from Masen services and products.

In this role, you will engage with customers to fully understand their environmental data challenges, work with the Masen team to design and curate solutions to solve customer problems and will oversee and provide excellent customer support and service.

The location is open to remote candidates in any U.S.

location.

This position requires travel of approximately 25% to industrial sites and partner / vendor locations across the U.S.

Our Team

Masen, a Koch owned and operated IoT services startup, helps industrial operators implement and manage automated data collection infrastructure so they can focus on higher value-added tasks.

Masen utilizes connected devices (IOT), various communication protocols, support and maintenance services and an intuitive visualization platform to generate insights from the most challenging environmental use-cases.

This enables our customers to create competitive advantage and maximize operational efficiency through data driven decisions.

As part of a new, fast growing, and rapidly evolving company, you will have the unique opportunity to help shape and define Masen from the ground up.

And, unlike most startups, Masen has access to some of the best talent and customer insights being embedded in Koch Industries, one of the most stable and respected privately owned companies in the world.

What You Will Do

• Implement a customer success strategy that will differentiate Masen in the market

• Build and maintain relationships with customers and provide regular customer communications and updates.

• Assess customer needs and provide recommendations and options to utilize technology solutions to solve customer problems

• Solicit customer feedback and be the "Voice of the Customer"

• Understand the customer's service needs and provide recommendations on service packages to meet customer needs

• Help customers fully integrate Masen products and services into their operations

• Provide direction and guidance to the Masen Team based on customer feedback so that products and services are developed and delivered with a great customer experience and results in the desired customer outcome

• Provide customers with training and onboarding services

• Ensure excellent customer service/support is provided and that issues are quickly resolved

• Identify and develop key customer success metrics for internal reporting and continuous improvement

Who You Are (Basic Qualifications)

• Must have strong customer focus mindset and have excellent communication (verbal and written) skills

• Experience working with customers or direct working experience in the industrial/manufacturing sector

• Knowledgeab...