Customer Success Manager; CSM

Position: Customer Success Manager (CSM)
Position Summary:

At Gruve, Customer Success is the foundation of everything we do. We are seeking a dedicated and experienced  Customer Success Manager (CSM)  to serve as a trusted advisor to our clients. The CSM will focus on maximizing customer satisfaction and retention, driving service value realization across Cyber Security, Infrastructure, AI/ML, and Customer Experience service portfolios. The ideal candidate will have strong relationship-building skills, a strategic mindset, and a track record of managing enterprise clients in the IT services domain.

Key Responsibilities:

Customer Relationship Management   Build strategic and trusted relationships with key customer stakeholders.
Serve as the single point of contact for customers across the entire post-sales lifecycle.
Conduct Quarterly Business Reviews (QBRs) to showcase service outcomes and align on future priorities.
Customer Success & Growth   Own the customer journey from onboarding through ongoing service delivery.
Identify expansion opportunities and collaborate with Sales to position additional services.
Monitor service adoption and ensure customers realize full value from Gruve offerings.
Operational Excellence   Actively track and monitor service performance metrics, usage data, and customer satisfaction.
Partner with Delivery and Technical teams to resolve escalations and ensure timely issue resolution.
Drive continuous improvement in service experience through data-driven insights.
Advocacy & Engagement   Drive customer advocacy by identifying referenceable clients and securing testimonials/case studies.
Champion the voice of the customer internally to influence service improvements.
Internal Collaboration   Collaborate cross-functionally with Sales, Delivery, Product, and Support teams to deliver a unified customer experience.
Help optimize internal customer success processes, playbooks, and engagement models.

Required Qualifications:

Bachelor's degree in Business, Technology, or a related field.
8+ years of experience in a Customer Success Manager or Account Manager role, preferably in IT Services or SaaS.
Proven success in managing strategic enterprise customers with a global footprint.
Strong knowledge of cyber security and networking services (e.g., Cisco Secure Firewall, ISE, SD-Access).
Exceptional verbal and written communication skills.
Proficient in CRM and Customer Success platforms.

Preferred Qualifications:

PMP certification is a plus.

Experience with Q  planning and execution.
Familiarity with customer health scoring and success metrics frameworks.
Ability to manage cross-functional stakeholders in fast-paced environments.

Soft Skills:

Strong interpersonal and collaboration skills
Analytical and solution-oriented mindset
High level of accountability and ownership
Strategic thinking with attention to detail
Adaptable and resilient under pressure