About EPIC iO Technologies
Turning Data Into Action, Anywhere
At EPIC iO, we use AI and IoT to transform data from the edge into real-time insights that help organizations protect what matters most. Whether safeguarding critical infrastructure or detecting risks before they escalate, our solutions deliver the intelligence teams need to act with confidence.
We’ve helped electric utilities, water districts, oil and gas operators, and municipalities gain greater visibility and control—without adding complexity. From remote monitoring and intelligent alerts to AI-enhanced video analytics, we empower frontline teams to make smarter decisions, faster.
With our robust wireless connectivity solutions, we ensure uninterrupted connections and seamless data backup—even for businesses operating in the most remote and challenging environments.
EPIC iO brings together insight, protection, and connectivity—so you can move from data to action, wherever you are.
The Customer Success Manager serves as a primary point of contact for assigned customers, helping customers realize value from EPIC iO products and solutions throughout the customer lifecycle. This role builds trusted relationships, manages customer goals, monitors customer health, supports renewals, identifies expansion opportunities, and partners cross-functionally to improve customer outcomes.
This role processes the primary portion of cancellation requests, including customer acknowledgement, potential retention, investigation, internal and external processing, and communication.
Responsibilities & Tasks
- Own the customer relationship for assigned accounts by maintaining regular communication, documenting goals, and driving customer success plans.
- Manage Customer Cancellation Requests: Acknowledge receipt, investigate and engage on retention opportunities, internally process outcomes (log, calculate ETFs, SLVs, process returned equipment), and communicate with the customer and all involved departments.
- Develop trusted advisor relationships with customer stakeholders and help customers adopt features, workflows, and solutions effectively.
- Consult with customers to understand business goals, confirm success criteria, and connect EPIC iO solutions to measurable customer value.
- Conduct regular check-ins and Quarterly Business Reviews to review goals, progress, risks, outcomes, and satisfaction.
- Monitor customer health metrics and proactively coordinate actions to improve adoption, satisfaction, retention, and renewal readiness.
- Advocate internally for customer needs while partnering with Sales, Support, Product, and Operations to resolve issues and improve the customer experience.
- Identify upsell, cross-sell, and expansion opportunities and collaborate with Sales as needed to support appropriate growth conversations.
- Own renewal readiness activities for assigned accounts, including tracking dates, risks, customer sentiment, and required follow-up.
Required Qualifications
- Experience in Customer Success, account management, business development, or another customer-facing function.