Customer Success Manager

Customer Success Manager

Location: WFH
Shift: 10:00 PM – 7:00 AM (Night Shift)

About the Role

We are looking for an experienced Customer Success Manager (CSM) to join our fast-growing Managed Services Provider (MSP).

The Customer Success Manager serves as the primary strategic relationship owner for an assigned portfolio of managed services customers. This role is responsible for ensuring customers achieve measurable business outcomes through the effective adoption, utilization, and optimization of their managed IT services.

You will work closely with customers, Service Delivery, Operations, Sales, and Executive Leadership to align technology solutions with business objectives, strengthen customer relationships, improve retention, identify growth opportunities, and ensure accounts operate effectively and profitably.

The ideal candidate is a strategic relationship builder with strong business and technology acumen who can confidently engage with executive stakeholders while understanding the operational and financial aspects of managed services.

Key Responsibilities

Customer Relationship Management

• Serve as the primary strategic point of contact for assigned customer accounts.
• Build trusted relationships with executive stakeholders, business leaders, and IT decision-makers.
• Develop a strong understanding of each customer's business objectives, challenges, technology environment, and priorities.
• Conduct regular customer meetings, Quarterly Business Reviews (QBRs), and strategic planning sessions.
• Ensure customers understand and realize the full value of their managed services investment.
• Act as a trusted advisor by connecting technology recommendations to measurable business outcomes.

Customer Success & Retention

• Monitor customer health, engagement, satisfaction, and service performance.
• Proactively identify and mitigate risks that may impact customer satisfaction, retention, or renewals.
• Develop and execute customer success plans aligned with customer objectives.
• Manage customer escalations and coordinate with internal teams to drive timely resolution.
• Drive high levels of customer satisfaction, retention, and contract renewal.
• Identify opportunities for continuous service improvement and increased customer value.
• Act as the voice of the customer across the organization.

Account Profitability & Financial Management

• Monitor the financial health and profitability of assigned customer accounts.
• Identify accounts operating outside target profitability levels and develop improvement plans.
• Partner with Service Delivery and Operations to address scope creep, excessive support consumption, and service inefficiencies.
• Recommend service realignment, contract adjustments, automation, and technology improvements that benefit both the customer and the business.
• Participate in pricing reviews, service packaging discussions, and contract renewals.
• Balance customer outcomes with the company's operational and financial objectives.

Revenue Growth & Account Expansion

• Identify opportunities for additional managed services, professional services, and technology solutions.
• Partner with Account Executives and Sales teams on upsell, cross-sell, and renewal opportunities.
• Understand customer business needs and translate them into appropriate solution recommendations.
• Support business case development and strategic solution planning.
• Build long-term account strategies that support both customer growth and recurring revenue growth.

Strategic Technology Planning

• Collaborate with customers to develop and maintain technology roadmaps.

• Provide business-focused guidance on areas such as:

  • Cybersecurity
  • Cloud strategy
  • Infrastructure modernization
  • Business continuity and disaster recovery
  • Compliance and risk management
  • Digital transformation

• Identify opportunities to improve operational efficiency, reduce business risk, and support customer growth.

• Stay informed about relevant technology trends, emerging solutions, and industry best practices.

• Facilitate strategic discussions that connect technology investments to measurable business outcomes.

Cross-Functional Collaboration

• Partner closely with:

  • Managed Service Delivery
  • Professional Services
  • Operations
  • Sales and Account Management
  • Executive Leadership

• Drive alignment between customer expectations and internal service delivery capabilities.

• Coordinate cross-functional teams to address customer priorities and escalations.

• Foster a culture of customer advocacy, accountability, and continuous improvement.

Qualifications & Experience

Required

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
• 8+ years of experience in Customer Success, Account Management, Service Delivery, Managed Services, Technology Consulting, or a related customer-facing leadership role.
• Proven experience managing customer relationships at the executive and decision-maker level.
• Demonstrated success in driving customer retention, renewals, satisfaction, account growth, and profitability.
• Strong understanding of managed services delivery models, SLAs, recurring revenue businesses, and customer lifecycle management.
• Experience conducting executive business reviews, QBRs, strategic planning sessions, and technology roadmap discussions.
• Strong business, analytical, financial, and problem-solving skills.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Ability to manage multiple customer relationships, priorities, and escalations simultaneously.
• Strong understanding of customer success, account management, and service delivery best practices.

Technology Knowledge & Exposure

• Strong working knowledge and practical exposure to at least one of the following technology areas:

  • Enterprise Networking
  • Cybersecurity
  • Enterprise Storage (SAN, NAS, Software-Defined Storage)
  • Virtualization (VMware, Nutanix, Hyper-V)
  • Hyperconverged Infrastructure (VxRail, Nutanix, PowerFlex)
  • Database Technologies (Oracle, Microsoft SQL Server, PostgreSQL)
  • Cloud and Infrastructure Technologies

• Ability to understand technical environments, discuss technology solutions with customers and internal technical teams, and translate technical concepts into business value and customer outcomes.

• Hands-on engineering experience is not required, but candidates should be comfortable engaging in technical discussions and understanding how managed IT services support customer business objectives.

Preferred Qualifications

• Experience managing a portfolio of mid-market or enterprise customers.
• Experience with recurring revenue, renewals, account profitability, and customer expansion.
• Familiarity with PSA and CRM platforms such as ConnectWise, Autotask, ServiceNow, Salesforce, HubSpot, or similar systems.
• Knowledge of ITIL service management principles.
• Experience with customer health scoring, KPI development, service delivery governance, gross margin management, SLA performance, recurring revenue optimization, and continuous service improvement.
• Relevant certifications such as ITIL, AWS, Azure, Cisco, Microsoft, CompTIA, or Customer Success certifications are a plus.

What Success Looks Like

Success in this role will be measured by your ability to:

• Build strong, trusted relationships with customers and executive stakeholders.
• Maintain high customer satisfaction and retention.
• Drive successful contract renewals.
• Identify and support account expansion opportunities.
• Improve customer adoption and realization of managed services value.
• Maintain healthy and profitable customer accounts.
• Proactively identify risks and resolve customer issues.
• Develop strategic technology plans aligned with customer business objectives.
• Strengthen collaboration between customers and internal service delivery teams.

Why Join Us?

This is an opportunity to play a strategic role in a growing Managed Services organization, where you will have a direct impact on customer outcomes, long-term relationships, and business growth.

If you are a customer-focused technology professional who can think strategically, communicate with executives, understand technical environments, and drive measurable business outcomes, we'd love to hear from you.