Customer Success Manager
Job in
Columbus, Franklin County, Ohio, 43224, USA
Listed on 2026-10-09
Listing for:
CBTS
Full Time
position Listed on 2026-10-09
Job specializations:
-
Business
Customer Success Management, Client Relationship Management, CRM Systems & Management
Job Description & How to Apply Below
- Serve as the primary post-sale point of contact and trusted advisor for your enterprise clients
- Develop and execute tailored success plans that align CBTS solutions to client KPIs and drive measurable business outcomes
- Lead regular cadence calls, executive business reviews (EBRs), and on-site visits to assess satisfaction, demonstrate value, and deepen relationships
- Monitor account health dashboards, identify risk indicators early, and carry out mitigation plans with Sales and Support
- Drive net revenue retention by identifying expansion opportunities and partnering with Account Executives on upsell and cross-sell within established accounts
- Coordinate cross-functional resolution of escalated service issues, acting as the client's advocate within CBTS
- Keep CRM records accurate and current, including interaction logs, renewal milestones, and opportunity pipeline data
- Bachelor's degree in Business, Communications, or Information Technology, or an MBA/Master's degree
- 8+ years of relevant experience [VERIFY: the JD also lists 12-15 years with a bachelor's and 9-12 years with a master's, and this is a Band SS / Level SS1 role. Confirm the experience requirement before posting.]
- CRM platforms (Salesforce or equivalent)
- Customer communication and correspondence
- Renewal and retention management
- Microsoft Office / M365
- Account planning and success plan development
- Client relationship management, problem solving, and commercial and financial knowledge
- Customer success platforms
- Data analysis and reporting
- IT services and managed services experience
- Change management and stakeholder management
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