Customer Success Manager

Description

Job Type

Full-time

See Your Future in Our Future. As an independent systems integrator, InflexionPoint, LLC specializes in process control, manufacturing intelligence, cyber security, and industrial networking. InflexionPoint provides services and solutions from initial requirements definition and system design through the implementation and commissioning of plant-wide systems. The cornerstone of our commitment to building long-term relationships with our customers is making every interaction an outstanding experience.

At each step we strive to create lasting relationships built on quality, service, and responsiveness.

InflexionPoint is currently looking for a Customer Success Manager. As the Customer Success Manager (CSM), you will be the relationship and outcomes owner for one or more managed services customer accounts. This role is responsible for the overall health of the account: ensuring service commitments are met, renewals are secured on time, and the customer's evolving needs are understood and addressed.

The CSM facilitates and coordinates technical support and acts as the primary point of contact for assigned accounts. The CSM is expected to drive contract renewals, perform resource planning, and customer reviews, and owns the support operations plan and reporting cadence for each client. This is a salaried exempt position that directly reports to the Manager of Customer Support.

• Own the overall customer relationship for assigned accounts, ensuring service commitments, contract terms, and business outcomes are consistently met.
• Act as the primary point of contact for assigned customers, managing communications, expectations, and service reviews.
• Maintain a deep understanding of each customer's environment, business priorities, and evolving support needs.

• Facilitate incident response for assigned accounts, coordinating triage, prioritization, escalation, and resolution with the technical support team, rather than performing hands‑on troubleshooting directly.
• Serve as the escalation point of contact for complex, recurring, or high‑impact issues, ensuring the right technical resources are engaged.
• Ensure timely, professional customer communication during incidents and follow through to closure.

• Lead and facilitate the RCA process for recurring or significant incidents, coordinating with the technical teams who perform the analysis.
• Own accountability for ensuring RCA’s are completed on time and to the required standard for qualifying incidents.
• Track corrective actions from RCA’s to closure and communicate outcomes and preventive steps back to the customer.

• Drive on‑time renewal of managed services agreements, support contracts, and software maintenance for assigned clients.
• Proactively engage both internal teams and customers ahead of renewal dates to avoid lapses and identify risk to retention.
• Partner with sales and operations teams to identify expansion or upsell opportunities within assigned accounts.

• Understand the resource needs of assigned accounts and coordinate resource assignments with delivery and support teams.
• Identify staffing or skills gaps that could affect service delivery and elevate as needed.
• Communicate and advocate for training required by support resources needed to effectively support customers.

• Conduct regular business and service reviews with assigned customers to understand their needs, evaluate satisfaction, and identify opportunities.
• Develop and maintain a Support Operations Plan with each assigned client, serving as a…