Kognitiv Spark is a leading provider of secure, enterprise-grade augmented reality (AR) and remote collaboration software. Our platform enables frontline workers to perform complex tasks more safely, efficiently, and collaboratively across industries including defence, manufacturing, aerospace, energy, and utilities. Role Overview The Customer Success Manager (CSM) is responsible for driving customer adoption, value realization, retention, and expansion across a portfolio of enterprise customers. The CSM serves as the primary post-sales relationship owner and trusted advisor, partnering closely with customers to ensure successful onboarding, measurable outcomes, and long-term success with the Kognitiv Spark platform. Customer Onboarding & Adoption Lead customer onboarding from sales handoff through go-live Develop and manage customer success plans aligned to customer goals and KPIs Drive product adoption through training, enablement, and best-practice guidance Relationship Management Serve as the primary point of contact and trusted advisor for assigned accounts Build strong relationships with technical, operational, and executive stakeholders Conduct regular business reviews to demonstrate value and progress against objectives Retention & Expansion Proactively identify and mitigate risks to customer satisfaction and renewal Support renewal conversations by clearly articulating ROI and customer impact Identify expansion opportunities (additional licenses, users, or use cases) and partner with Sales to execute Customer Advocacy & Feedback Gather customer feedback and translate insights into actionable internal recommendations Advocate for customer needs while balancing scalability and product strategy Support customer references, case studies, and success stories Cross-Functional Collaboration Partner closely with Sales, Product, Engineering, and Support teams to ensure a cohesive customer experience Contribute to the development and scaling of Customer Success processes, playbooks, and metrics Required Qualifications 3–6 years of experience in Customer Success, Account Management, or related roles Experience managing enterprise or mid-market B2B SaaS customers Strong communication skills with the ability to engage technical and non-technical stakeholders Proven ability to manage multiple accounts and priorities in a fast-paced environment Comfort working with technical or emerging technology products Preferred Qualifications Experience with AR/VR/AI, mixed reality, or industrial software platforms Experience supporting customers in regulated or security-focused industries (e.g., defense, manufacturing, energy) Familiarity with customer success metrics, usage analytics, and renewal forecasting Experience working in a startup or scaling SaaS environment Customer retention and renewal rates (NRR) Product adoption and usage growth Time-to-value and onboarding success Customer satisfaction (CSAT / NPS) Expansion and upsell contribution Work on cutting-edge mixed reality technology with real-world impact Collaborate with a mission-driven, innovative team Influence how Customer Success scales in a growing organization Competitive compensation, benefits, and flexible remote work