Customer Success Manager

Customer Success Manager For Managed Network Services And Digital Experience

Empowering Connections, Inspiring Possibility

Sage Net is the single, accountable partner unifying connectivity and digital experiences for widely distributed enterprises. We design, deploy, manage, and monitor critical infrastructure across thousands of locations. Our U.S.

-based Network Operations Centers operate 24/7, and our national field force delivers consistent outcomes from pilot to scale.

Trusted connections guide how we work and what we build. On the networking and digital side, it means reliable, secure, and visible systems that keep every store, every screen, and every customer connected. On the human side, it means transparent communication, collaborative problem solving, and long-term partnerships with our customers, teammates, and communities.

With a three-decade track record in managed services, Sage Net boasts a long-term customer base that includes some of the nation's largest retail, restaurant, c-store, and financial brands. Headquartered in Tulsa, Sage Net has regional offices in Atlanta, Toronto, and Washington, D.C.

As a Customer Success Manager for Managed Network Services and Digital Experience, you will take ownership of ensuring customers achieve the highest level of success and satisfaction with Sage Net's network solutions and digital signage/experience products. You will serve as a trusted partner and customer advocate, building strong relationships, understanding customer goals, and proactively addressing needs throughout the customer lifecycle.

In this role, you will focus on customer satisfaction, revenue retention, and account growth while monitoring service performance, identifying risks, and coordinating across Sage Net teams to deliver a consistent customer experience. You will also identify opportunities to expand customer relationships by connecting customer needs with additional Sage Net solutions and capabilities.

Major duties and responsibilities:

• Own the customer relationship for managed network services and digital signage/experience solutions, ensuring seamless onboarding, implementation, and ongoing success.
• Work with clients to understand their specific needs related to network services, connectivity, and digital signage, tailoring solutions to deliver exceptional outcomes.
• Proactively engage with customers through regular check-ins, business reviews, and support to understand their business, goals, and needs.
• Advocate for the customer internally, working with technical, Product, and Support teams to resolve issues or challenges swiftly and improve processes for the future.
• Continuously gather customer feedback on their digital experiences and managed services, using insights to drive improvements in service delivery and satisfaction.
• Stay ahead of potential customer issues by regularly reviewing data and customer feedback, identifying red flags, and implementing strategies to minimize risks related to service adoption, contract compliance, customer satisfaction, and retention.
• Quickly identify solutions to challenges that arise, ensuring timely responses and resolutions that maintain customer satisfaction.
• Take full ownership of monthly revenue retention, focusing on reducing churn by addressing customer concerns and ensuring sustained value from network services and digital experiences.
• Identify opportunities for upselling and cross-selling additional services, such as upgraded network solutions, enhanced digital signage packages, or advanced features that align with customer goals.
• Partner with Sales teams to strategically expand existing accounts, ensuring alignment with customer needs and growth objectives.
• Monitor service performance metrics, including network uptime and signage engagement, to ensure customers are receiving optimal value and identify risks that could lead to churn.
• Partner with Sales, Finance, Service Delivery, and Support teams to validate and ensure accurate invoicing, pricing, and costing.
• Track and analyze customer usage of managed network services and digital signage, ensuring compliance with contractual terms and agreed-upon performance standards while identifying trends and opportunities for improvement.
• Conduct Quarterly Business Reviews (QBRs) to align customer goals with service delivery, ensure contractual obligations are met, and provide data-driven recommendations for improvement.
• Proactively manage customer contracts, ensuring timely renewals and working with Legal and Finance…