Job Description

Technical Customer Success Lead - FitAI

JOB SUMMARY:

The Customer Success Manager (CSM) plays a key role in supporting Aetrex’s FitAI product within the technology division. This position is responsible for managing customer integration, software deployment, and client engagement to ensure long-term success and satisfaction. Reporting to the Director of Data Engineering, the CSM coordinates cross-functional efforts between clients and internal teams, monitors project timelines, and ensures smooth rollout of software solutions. This is a highly autonomous and relationship-focused role that combines technical knowledge with excellent organizational and interpersonal skills. This position also requires some travel as needed to scan shoes under the FitAI program.

MAJOR DUTIES AND RESPONSIBILITIES:

· Serve as the primary point of contact for customers using FitAI

· Travel as needed to client locations for SmartLast shoe scanning

· Coordinate onboarding and integration of technology with new clients

· Track and report on project progress, timelines, and customer-specific goals

· Maintain internal records, organize tasks, and assign responsibilities for technical delivery

· Analyze customer data to monitor adoption and engagement

· Assist with software testing, deployment, and ongoing client support

· Conduct proactive outreach to ensure consistent engagement with all accounts

· Support the internal team by communicating client needs, feedback, and performance insights

SKILLS/QUALIFICATIONS:

· Organized and independent work style with strong attention to detail

· Advanced skills in Excel for managing large datasets and CSV files

· Strong communication and interpersonal skills for managing external relationships

· Experience with workflow/project management tools like Notion or Salesforce

Nice to have:

Proficient in SQL for querying and analyzing customer data

Familiarity with Tableau for data visualization

Basic understanding of Python and databases preferred for cross-team collaboration

EDUCATION AND/OR EXPERIENCE:

· Associate’s degree required; Bachelor’s degree preferred

· 5+ years of experience in customer success, project management, or related roles

· Prior experience managing SaaS clients or software deployment projects is a plus

· Understanding of client lifecycle management and KPIs preferred

Benefits:

• Very competitive compensation and comprehensive benefits package.
• Comprehensive benefits package including health insurance, dental/vision coverage, 20 PTO (Paid Time Off) days each calendar year, 401(k) with a Company Match, Early Friday Hours Year Round, Medical, Dental, and Vision Insurance, Flexible Spending Account, HRA and Short-term/Long-term disability insurance, Life Insurance, Volunteer Days, Onsite Gym, Weekly Yoga Class, monthly team building events, free EV charging stations, and more!
• A career path and a growth opportunity with a global leader in comfort and wellness footwear and foot scanning technology.

Company is an Equal Opportunity Employer.

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