Customer Success Manager

Atlantic-IT is a modern technology partner dedicated to helping businesses thrive in today’s digital landscape. We deliver comprehensive IT support, robust cybersecurity, scalable cloud solutions, AI enablement, and advanced Microsoft 365 services. Since opening in 2007, our customer-first approach ensures that organizations not only stay secure and efficient but also optimize IT costs without compromising quality. Whether you’re looking to strengthen your infrastructure, embrace innovation, or streamline operations, Atlantic-IT provides the expertise and solutions to keep your business ahead.

The Customer Success Manager (CSM) plays a critical role in strengthening client relationships, driving retention and growth, and serving as a trusted advisor to key decision-makers such as CFOs, Controllers, C-suite executives, and IT Directors. The CSM will lead initiatives such as upselling, conducting review meetings, Quarterly Business Reviews (QBRs), and consistently demonstrating value to clients through our products and services.

• Conduct comprehensive reviews of service tickets and identify new opportunities.
• Monitor email interactions and manage warranty and service renewals.
• Collaborate with Sales and Service teams to deliver a seamless client experience.
• Oversee customer orders and accurately enter ticket information into the Service Management platform.
• Perform general office tasks and proactively follow up with clients to ensure satisfaction and resolve outstanding issues.
• Consistently exceed service level agreements and client goals.

• Financial and analytical thinking approach to business.
• Technical fluency and comfort with modern tech stacks.
• Strong multitasking ability and adaptability in a fast-paced environment.
• Energetic, proactive, and detail-oriented mindset.
• Ability to work effectively with diverse groups, including clients, team members, and partners.

• Reporting/dashboard tools (Power BI, Bright Gauge, Tableau)
• Renewal/warranty portals
• Collaboration tools (Teams, Slack)

• 3+ years of experience managing a book of business in a B2B environment
• Experience in an MSP or IT services environment
• Experience in client negotiations around retention and/or renewal of service
• Experience leading Quarterly Business Reviews (QBRs) including performance metrics and roadmap discussions
• Knowledge of a CRM or PSA system daily (Salesforce, Hub Spot, Connect Wise, etc.)
• Ability to travel locally up to 25–50% as needed

• Experience conducting client technology roadmap discussions tied to budget planning
• Experience partnering with sales during renewal or upsell conversations
• Experience managing escalated client situations

This position offers the chance to work with wonderful people on cutting-edge projects. The company also offers virtually limitless growth opportunities, as well as very competitive compensation and outstanding benefits that include:

• Company paid short/long-term disability
• Educational assistance
• Employee assistance program
• Adoption assistance

Our company celebrates diversity and is committed to creating an inclusive environment for all employees.