Customer Success Manager - Monogoto : Job Details

Customer Success Manager | Full Time | US/Hybrid

About the Company

Monogoto was founded by a team of highly experienced telecommunications, cellular and security experts. Backed by a group of well-known and highly engaged investors and strategic partners, its growing, dynamic and diverse team operates globally from Silicon Valley, USA and Tel-Aviv, Israel.

Monogoto's IoT cellular cloud network enables innovation and flexibility for services that drive a more connected world. Our rapidly expanding 5G IoT connectivity service provides seamless, accessible and cost-effective device connectivity that scales developers' requirements.

Today Monogoto connects millions of devices in over 160 countries and 500 networks across multiple verticals such as from point of sale, manufacturing, healthcare, fleet management, micromobility, retail and so much more.

Monogoto is seeking a Customer Success Manager with a strong background in networking to support our customers in deploying and optimizing our cellular IoT solutions. This role requires a blend of technical expertise and excellent communication skills to ensure customer success, from onboarding to ongoing support.

Responsibilities

• Onboard and support customers in deploying IoT devices, ensuring smooth network connectivity.
• Troubleshoot IoT connectivity issues (e.g., TCP/IP, DNS, VPN, NAT) and perform packet analysis using tools like Wireshark.
• Train customers on Monogoto's backend and API usage to maximize their use of the platform.
• Configure network preferences and enable features such as reverse access for IoT devices using the Monogoto admin portal.
• Provide regular account reviews, monitor network health metrics, and proactively resolve issues.
• Collaborate with internal teams to resolve escalated problems and ensure customer satisfaction.

Qualifications

• Strong knowledge of networking (TCP/IP, DNS, VPN, NAT) and experience with packet analysis using tools like Wireshark.
• Experience with API integration, cloud networking, and troubleshooting IoT device connectivity.
• Ability to create clear technical documentation and provide effective customer training.

• Experience with cellular technologies (LTE-M, NB-IoT, CAT-M1) and IoT device connectivity troubleshooting.
• Familiarity with cloud-based IoT platforms and networking.
• Automation and basic scripting knowledge for network diagnostics.
• Associate's or Bachelor's Degree
• Fluent English, excellent customer-facing and communication skills (verbal and written)
• 1-2 years of experience in customer support field
• Experience with Zendesk - advantage
• Experience with Kibana - advantage
• Creating/using API or scripts - advantage
• Have experience using helpdesk software
• Have experience in IoT or telecommunications industries
• Have experience in creating user guides or tutorial videos
• Ability to manage time efficiently and work with minimal supervision
• Basic skills with picture/video editing software
• Good Microsoft excel skills

Compensation:

The compensation offered for this position will depend on qualifications, experience and work location.

The offered compensation also includes the following benefits:

• Competitive Health Benefits (medical, dental and vision coverage)
• Flexible Time Off
• Wellness Programs
• Discounted Perks
• 401(k) benefits
• Equity (stock options)



Monogoto is proud to be an Equal Employment Opportunity and Affirmative Action employer. We believe in order to thrive, businesses need a diverse team and leadership. We welcome every race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics.