Customer Success Manager

Overview

As a Customer Success Manager, you will own the technical relationship between the business and our customers after implementation. You will act as a trusted advisor—understanding their goals, resolving issues, and strengthening long‑term partnerships.

• Manage multiple high‑touch customer relationships and serve as the primary point of contact for all technical needs.
• Understand customer business and IT objectives and ensure solutions remain aligned.
• Drive issue resolution by coordinating with internal support teams and following standard processes.
• Communicate regularly with customers, set expectations, and prioritize work effectively.
• Build strong internal relationships with Service Owners, Systems Admins, and other teams.
• Maintain accurate documentation of customer environments, processes, and configurations.
• Track, manage, and escalate tickets to ensure timely resolutions and SLA compliance.
• Provide clear status updates, root‑cause analysis, and strategies to prevent recurring issues.
• Identify opportunities for service improvements, new technologies, or additional revenue within accounts.
• Mentor team members and contribute to continuous improvement.
• Ensure billing, ticket data, and account information remain accurate and up to date.
• Perform other related duties as needed.

This position offers a strong introduction to strategic customer management and technical relationship development. It provides a high‑visibility path into multiple areas, offering significant room for growth and skill development.

• 2+ years in technical account management with business customer support experience.
• Experience working with technical and sales teams.
• Familiarity with Salesforce or similar CRM systems.
• Strong communication, leadership, and customer service skills.

• Bachelor’s degree in Computer Science, Business, MIS, or related field.
• Experience with enterprise support tools, ticketing systems, or IT documentation.
• Technical knowledge of networking, virtualization, or IT service management.