Customer Success Manager; Strategic Accounts

We are seeking a Customer Success Manager (CSM) to own and grow relationships with our top 30–40 high‑value customers. This role is critical to ensuring customer satisfaction, retention, and long‑term success. This role will reside under the Sales and Marketing arm of System Innovators.

As the primary point of contact for strategic customers, you will act as a trusted advisor, internal advocate, and first line of defense for customer needs. You will work closely with Sales, Client Services, and Technical teams to ensure customers receive value, issues are addressed quickly, and opportunities for growth are identified.

This is a highly visible role with direct exposure to leadership and customers.

• Own day‑to‑day relationships for a portfolio of 30–40 strategic accounts
• Serve as the primary customer contact for questions, concerns, and escalations
• Build strong, trusted relationships with customer stakeholders

• Schedule, prepare, and lead regular Business Reviews with assigned customers
• Ensure a minimum of 25% of assigned customers are engaged through Business Reviews annually
• Identify customer goals, risks, and opportunities during reviews

• Act as the first line of defense for incoming customer issues
• Triage tickets and coordinate internally with Client Services and Technical teams
• Ensure issues are tracked, communicated, and resolved effectively

• Monitor account health and proactively address churn risk
• Support renewals and identify expansion or upsell opportunities
• Partner with Sales leadership on account strategy and handoffs

• Communicate customer feedback and trends to internal teams
• Maintain accurate account notes and activity tracking
• Help improve customer-facing processes and documentation

• High customer satisfaction and retention rates
• Consistent completion of Business Reviews
• Clear visibility into customer health and risks
• Strong internal coordination and follow-through
• Customers feel supported, informed, and confident in the partnership

• 2–5 years of experience in Customer Success, Account Management, or Inside Sales
• Strong communication and relationship-building skills
• Highly organized with strong follow-through
• Comfortable working with both business and technical stakeholders
• Experience managing multiple accounts simultaneously
• SaaS or technology services experience preferred