Customer Success Manager

Overview

The Customer Success Manager (CSM) at ISI serves as the customer relationship owner for a portfolio of managed services customers. This role is responsible for driving customer retention, renewal readiness, business review cadence, account health visibility, and overall customer alignment across ISI’s managed service offerings.

Unlike a traditional SaaS-focused CSM role, this position operates within a managed services environment where customer success is closely tied to service delivery coordination, issue trends, escalation management, contractual alignment, and long-term customer confidence in ISI as an ongoing service partner.

The CSM acts as a trusted advisor and internal quarterback for the customer account, ensuring the right internal teams are aligned to customer priorities and that customers understand the value ISI is delivering. This role requires strong communication, accountability, commercial awareness, and the ability to manage both day-to-day account health and more strategic conversations for higher-value customers.

• Customer Relationship Management
• Serve as the primary customer relationship owner for an assigned portfolio of managed services customers.
• Build strong working relationships with customer stakeholders and decision-makers.
• Maintain awareness of customer priorities, business changes, service concerns, and satisfaction drivers.
• Act as a consistent point of contact for account-level communication, follow-up, and coordination.

• Lead regular business reviews, success check-ins, and customer cadence calls.
• Translate operational service activity, project status, support trends, and service outcomes into customer-relevant business value.
• Ensure customer conversations go beyond ticket updates and include risk awareness, service alignment, and future planning.
• Support more strategic or enterprise-like customers with higher-touch engagement and executive-level communication where needed.

• Own renewal readiness and support renewal strategy for assigned accounts.
• Identify risks to customer retention early, including service friction, unresolved concerns, disengaged stakeholders, or contract-related concerns.
• Partner with leadership, finance, sales, and internal service teams to strengthen customer positioning ahead of renewal.
• Help ensure customers have a clear understanding of service scope, expectations, and value as renewal periods approach.

• Coordinate closely with Support, Engineering, PMO, Compliance, Cybersecurity, and other internal teams to deliver a unified customer experience.
• Escalate and help manage complex account issues that could impact service confidence, executive trust, or renewal posture.
• Bring the right subject matter experts into customer conversations when technical, project, compliance, or operational depth is required.
• Track action items, internal commitments, and follow-up responsibilities across teams.

• Monitor customer health using a combination of operational signals, engagement trends, escalation history, stakeholder participation, and renewal posture.
• Maintain accurate account documentation, notes, risk flags, customer updates, and next steps in internal systems.
• Identify patterns and recurring issues across the portfolio and communicate actionable insights to leadership.
• Contribute to the continuous improvement of ISI’s business review standards, customer success practices, segmentation model, and health/risk reporting.

• Identify opportunities for deeper alignment, broader service adoption, and cross-functional account growth where there is a clear customer need.
• Partner with sales and leadership to support expansion conversations involving managed services, compliance support, cybersecurity, or adjacent offerings.
• Help connect customer needs to the broader value ISI can provide across service lines.

• As part of your work at ISI, you will potentially have access to sensitive information from the federal government. Pursuant to applicable regulations, ISI requires that all candidates for this role present proof of U.S. citizenship before hire
• 3+ years of experience in Customer Success, Account Management, Account Coordination, or a similar customer-facing role.
• Experience managing recurring customer relationships, renewals, escalations, or service-based accounts in a B2B environment.
• Strong verbal and written communication skills, with the ability to build trust across both operational and leadership-level customer contacts.
• Strong organizational skills and ability to manage multiple accounts, priorities, and follow-up actions effectively.
• Ability to work cross-functionally and influence outcomes across teams without direct authority.

• Experience in an MSP, outsourced IT, managed services, or service-based technology environment.
• Experience supporting customers in…