Customer Success Manager

Location: New York

CBTS is looking for an experienced Customer Success Manager to manage and grow relationships with our enterprise customers. In this role, you will serve as a trusted advisor and primary post-sale point of contact, helping clients maximize the value of their CBTS solutions while driving customer satisfaction, retention, and growth.

You will build strong relationships with key stakeholders, develop customer success plans aligned to business objectives, identify potential risks and opportunities, and partner closely with Sales and internal delivery teams to ensure an exceptional customer experience.

This is an ideal opportunity for a customer-focused professional with experience managing enterprise technology accounts, particularly within IT services, managed services, cloud, networking, cybersecurity, or infrastructure environments.

What You'll Do

• Own a portfolio of enterprise customer accounts and serve as a trusted post-sale advisor and primary point of contact.
• Develop and execute customized customer success plans aligned with client business goals, KPIs, and desired outcomes.
• Build strong relationships with customer stakeholders at multiple levels, including executive leadership.
• Conduct regular customer cadence calls, Executive Business Reviews (EBRs), and onsite meetings to assess satisfaction, demonstrate value, and strengthen relationships.
• Monitor customer health, engagement, satisfaction, and other account indicators to proactively identify risks and opportunities.
• Develop and execute strategies to address customer concerns and mitigate potential retention or churn risks.
• Drive customer retention and net revenue retention by identifying opportunities to expand the relationship.
• Partner with Account Executives to identify and support upsell and cross-sell opportunities within existing accounts.
• Act as the customer's advocate within CBTS by coordinating the resolution of escalated service issues and ensuring timely, effective outcomes.
• Collaborate cross-functionally with Sales, Technical Support, Solutions Engineering, Finance/Billing, and other internal teams to deliver a seamless customer experience.
• Maintain accurate and timely customer information in Salesforce or other CRM systems, including customer interactions, account plans, renewal milestones, risks, and opportunity information.
• Track and communicate customer success metrics, satisfaction levels, and account health.
• Proactively identify ways CBTS can better support customers and improve their overall experience and business outcomes.

Required Qualifications

• Bachelor's degree in Business, Communications, Information Technology, or a related field;
  Master's degree or MBA is a plus.
• 8+ years of relevant experience in Customer Success, Account Management, Client Relationship Management, or a related customer-facing role.
• Demonstrated experience managing enterprise-level B2B customers.
• Experience building and maintaining long-term customer relationships.
• Strong understanding of customer retention, renewals, and account growth strategies.
• Experience identifying and supporting upsell and cross-sell opportunities.
• Proven ability to manage complex customer issues and coordinate cross-functional teams toward resolution.
• Strong presentation and communication skills, including experience engaging with executive-level stakeholders.
• Experience using Salesforce or another CRM platform to manage customer relationships, account activity, renewals, and opportunities.
• Strong problem-solving, organizational, and relationship-management skills.
• Commercial awareness and an understanding of account financials, renewals, and revenue growth.

Preferred Qualifications

• Experience with in IT services, managed services, cloud, networking, cybersecurity, telecommunications, or technology infrastructure.
• Experience with customer success platforms and account health dashboards.
• Experience analyzing customer data and reporting on account performance.
• Experience developing formal customer success or account plans.
• Experience managing Executive Business Reviews with enterprise customers.
• Experience working within a technology services or MSP environment.

What Success Looks Like

• Success in this role means customers see you as a trusted partner-not simply a point of contact.
• Build strong, lasting relationships with enterprise customers.
• Increase customer satisfaction and engagement.
• Proactively identify and resolve customer risks.
• Ensure customers understand and realize the value of their CBTS solutions.
• Support strong renewal and retention outcomes.
• Identify opportunities to expand CBTS's relationship with existing customers.
• Maintain accurate and actionable account information in the CRM.
• Effectively coordinate internal teams to resolve customer issues.

Key Performance Indicators

• Your performance will be measured through metrics such as:
• Customer onboarding completion within established timelines
• Customer satisfaction (CSAT)
• Customer retention and account health
• CRM data accuracy and completeness
• Responsiveness to customer…