Cloud Customer Success Manager - Remote

Compensation: $150,000 - $165,000 / year

Department: Blue Mantis

Location: Remote

The Customer Success Manager, Channel Partner Portfolio is a senior individual contributor responsible for the strategic success, retention and expansion of Blue Mantis's most complex channel partner relationships, with an initial focus on a key national channel partner and the private equity-backed portfolio companies it serves. The role provides executive-level customer leadership, establishes scalable engagement and governance practices, and orchestrates cross-functional resources across Cloud, Security, Digital and Managed Services to drive measurable customer and commercial outcomes.

This role sits at the center of a three-way relationship between Blue Mantis, our channel partners, and their end customers. Some customers purchase cloud through our CSP program, while others contract directly and are supported through partner-led programs. Across both groups, the CSM’s mandate is the same: be a trusted and consistent presence, understand each customer’s business priorities, and widen Blue Mantis’s services footprint across Cloud, Security, Digital, and Managed Services.

The role is a hybrid of a Customer Success Manager and a Cloud Services Account Manager (CSAM). The Blue Mantis CSAM team continues to deliver Fin Ops analysis and recommendations, while the CSM understands cloud financial management, CSP billing, and Fin Ops readouts well enough to lead monthly business reviews with confidence, interpret the findings for business stakeholders, and connect them to opportunities for additional value.

The CSM is a generalist rather than a subject matter expert, bringing in the right Blue Mantis specialists as each customer’s needs emerges.

The CSM is sales-adjacent, listening for opportunities in every interaction and acting as a feedback loop to the Sales and Pre-Sales teams. Success is measured through Net Promoter Score (NPS), Net Retention, the number of partner customers actively engaged, services pipeline sourced or influenced, and growth in Blue Mantis services beyond CSP.

• Serves as the primary customer success contact for an assigned strategic channel partner and its end customers, delivering an exceptional client experience across every interaction
• Owns the customer success strategy and operating model for assigned strategic channel portfolios, establishing governance, engagement cadence, success measures and escalation frameworks.
• Collaborates effectively with subject matter experts and cross-functional teams to drive operational efficiency, consistency, and standardization.
• Partners with the Blue Mantis CSAM team to present Fin Ops and CSP findings, translating cost and consumption insights into business terms and clear next steps for client stakeholders.
• Develops executive-level relationships with channel partners and priority portfolio-company stakeholders, serving as a strategic advisor on technology, cloud optimization and services strategy.
• Leads Executive Business Reviews and strategic planning sessions with channel partners and their customers connecting customer business priorities to Blue Mantis capabilities and multi-year services roadmaps.
• Partners with Sales leadership to shape expansion strategy and materially influence qualified services pipeline across the portfolio, acting as a continuous feedback loop on customer needs
• Owns portfolio health, retention and expansion strategy, using NPS, Net Retention, consumption, service performance and pipeline indicators to identify risk and growth opportunities.
• Brings the right specialists into each customer conversation, such as Solution Architecture, Security, or Disaster Recovery and Business Continuity, rather than…