Particle by Digi business unit a part of Digi International and is the leading platform for building and scaling connected products. Companies around the world, from startups to Fortune 1000 enterprises, use Particle to power everything from smart appliances to industrial systems.

Particle by Digi is the most widely used platform for building and scaling IoT products. Our platform powers hundreds of thousands of connected devices across more than 170 countries. We are inspired by our mission to enable the next technological revolution and by the incredible products our customers build. Our culture is built on curiosity, collaboration, and a shared belief that great technology should empower people to create meaningful solutions.

This position is US Based and is looking for candidates in or around Mishawaka, IN or Hopkins, MN.

Position

Our Customer Success team sits at the center of these relationships. We partner closely with customers to ensure they achieve their business outcomes, scale their connected fleets, and grow their partnership with Particle over time.
As a Customer Success Manager, you will own the post-sale relationship for a portfolio of accounts. You’ll guide customers from initial deployment through production scaling, drive retention and expansion, and serve as the primary point of accountability for customer outcomes at Particle.
This is a role for someone who is building their enterprise CS career: you have a strong foundation in customer relationships and commercial motions, and you’re ready to take on greater ownership, develop technical fluency, and grow alongside a world-class CS team."

What You Will Do

Customer Success Managers at Particle are the primary commercial and relationship owners for our enterprise accounts.

Own the post-sale success of a portfolio of enterprise customers, driving retention, renewal, and growth
Build deep, multi-threaded relationships across customer organizations — from technical teams to executive sponsors
Lead Executive Business Reviews (EBRs) that connect customer outcomes to the value delivered by the Particle platform
Proactively monitor customer health signals and intervene early when risk is identified
Manage device inventory and demand planning for customers scaling their connected fleets
Discover expansion opportunities within accounts and act as an internal lead source for new ARR
Handle commercial motions post-sale: additional order forms, contract modifications, and accounts receivable follow-up
Collaborate closely with Solutions Architects, Technical Account Managers, Sales, and Finance to deliver seamless customer experiences
Represent the voice of the customer internally and help shape how Particle supports enterprise accounts at scale
Contribute to the development of CS playbooks, onboarding frameworks, and operational best practices

Who You Are and What You Bring

5+ years in a customer-facing role such as Customer Success, Account Management, or enterprise
Demonstrated track record of owning renewals and driving net revenue retention in a B2B SaaS or platform environment
Experience managing a portfolio of enterprise accounts with complex, long-term relationships
Strong commercial instincts — comfortable discussing contracts, pricing, and expansion motions with customers
Excellent communication skills with the ability to connect business value to technical outcomes for diverse audiences
Ability to operate with high autonomy and manage competing priorities across a large account portfolio

Desired But Not Required

Experience with industrial IoT, manufacturing, or device-centric businesses
Background in a company with a hardware or physical product component
Familiarity with the Particle platform or similar connected device ecosystems
Experience building or contributing to CS playbooks, health scoring models, or onboarding programs

What Success Looks Like

In your first 1–3 months

Develop a strong understanding of the Particle platform, customer segments, and the CS operating model
Shadow experienced CSMs on customer calls, EBRs, and renewal motions
Build relationships with your initial account portfolio and establish a regular communication cadence
Learn how to navigate internal tools, CRM, and the commercial processes that support the CSM role

In your first 3–6 months

Own your full account portfolio independently: health monitoring, check-ins, and renewals
Deliver your first Executive Business Reviews with confidence
Identify and formally log at least one expansion opportunity across your accounts
Partner with TAMs and SAs on at least one technically complex account engagement

Within your first year

Achieve or exceed NRR and GRR targets across your portfolio
Complete EBRs on cadence for all accounts, with measurable improvements in customer
satisfaction and engagement
Source qualified expansion leads that contribute to new ARR pipeline
Contribute to a CS playbook or operational improvement that benefits the broader team
Become a trusted commercial partner to your accounts and a go-to internal voice on customer needs

Who Thrives in This Role

The people who succeed in this role tend to share a few traits:

Relationship builders – You earn trust quickly and maintain it over time across diverse
stakeholders
Commercially minded – You think about retention and growth as naturally as you think about customer happiness
Operationally excellent – You stay organized across a complex portfolio and nothing falls
through the cracks
Curious learners – You enjoy diving into new industries and developing fluency in technical domains
Customer advocates – You genuinely care about customer outcomes and represent their
interests internally with conviction

You Might Be a Fit If…

You’ve owned enterprise renewals end-to-end and understand what drives retention at the commercial and relationship level
You enjoy being both a strategic advisor and a hands-on operator within the same week
You’re comfortable navigating ambiguity — accounts don’t always follow a script and you adapt quickly
You like translating complex platform capabilities into clear business value for non-technical executives
You get excited about learning how IoT products work and how customers build with them
You enjoy collaborating with technical teammates and can hold your own in conversations about platform architecture, device fleets, and connectivity

If you enjoy building lasting customer relationships, driving meaningful business outcomes, and helping innovative companies scale their connected products — we’d love to hear from you.

*Please note that we are unable to provide visa sponsorship for this position. This includes, but is not limited to, work visas, employment-based visas, or residency sponsorship. Candidates must have valid work authorization in the United States at the time of application. Visa applications of any kind will not be considered.

Digi International offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.

The anticipated base pay range for this position is $72,000 - 112,500. Pay ranges are determined by role, job level and primary job location. The range displayed reflects the reasonable range we anticipate paying for this position and reflects the cost of labor within several U.S. geographic markets. The specific salary offered within the range will depend on various factors including, but not limited to the candidate’s relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each position. Pay ranges are typically reviewed and updated annually.

At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.

Digi International

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