Edison Smart

Salary: Competitive + Bonus

Location: Atlanta, Georgia, United States (Hybrid)

Industry: IoT / Telecommunications / Connectivity

About the company

Edison Smart are partnered with a rapidly growing IoT SaaS business transforming enterprise connectivity through innovative software and managed connectivity solutions. As the company continues to scale, they are investing in a customer-first strategy that combines technology, AI, and operational excellence to deliver an exceptional customer experience. This is a unique opportunity to build and lead the entire post-sales customer function, driving customer retention, expansion, and long-term business growth in a high-growth technology environment.

Responsibilities:

• Build and lead the end-to-end Customer Experience function across Customer Success and Support
• Develop customer onboarding, adoption, retention, renewal, and expansion strategies
• Drive customer health programmes and executive business reviews for key accounts
• Lead AI-enabled customer support initiatives and digital self-service capabilities
• Oversee knowledge management, customer education, and AI-assisted support tools
• Establish customer support processes, escalation frameworks, and operational governance
• Capture Voice of the Customer insights to influence product development and business strategy
• Develop customer success metrics including retention, adoption, NPS, CSAT, and customer health
• Partner closely with Sales, Product, Engineering, Marketing, and Operations to improve customer outcomes
• Lead and develop both onshore and offshore customer-facing teams

Key Requirements:

• Proven leadership experience within Customer Success, Customer Experience, or Customer Operations
• Background in high-growth SaaS, IoT, telecommunications, or technology businesses
• Experience building and scaling customer success functions and operating models
• Strong understanding of customer retention, expansion, onboarding, and lifecycle management
• Experience implementing AI, automation, or digital self-service within customer operations
• Demonstrated ability to manage cross-functional stakeholders and executive customer relationships
• Experience leading distributed or offshore customer support teams
• Strong analytical mindset with experience using customer success metrics to drive business decisions
• Excellent communication, leadership, and organisational skills
• Experience within IoT, connectivity, wireless, or enterprise technology is highly desirable