Manager, Customer Success

WHO WE ARE

Empowering Connections, Inspiring Possibility

Sage Net is a leading managed services provider specializing in connectivity, digital signage and cybersecurity. The company connects, manages and protects technologies and devices across widely distributed enterprises. Sage Net’s people, processes and technologies, coupled with its collaborative approach, empowers customers to achieve their core business objectives.

The company offers world-class service and support via its US-based 24/7/365 Network Operations Centers (NOCs) and Security Operations Centers (SOCs), geographically diverse teleports, a central National Logistics Center, multiple data centers, and a nationwide field service organization.

What makes Sage Net unique is its Why:
Sage Net is passionate about Trusted Connections. This is a two-fold calling. First, the company creates trusted, reliable and secure technological connections for its customers. Second, and perhaps even more importantly, Sage Net works tirelessly to build trusted human connections with its customers, partners and communities. The company believes that by creating, discovering and nurturing these trusted connections, Sage Net enhances the world that connects us all.

With a three-decade track record in managed services, Sage Net boasts a long-term customer base that includes the nation’s largest retail, financial, healthcare, utilities and energy organizations. Sage Net manages communications for more than 430,000 endpoints. Headquartered in Tulsa, Sage Net has regional offices in Atlanta, Toronto and Washington, D.C.

As the Manager of Customer Success, you will lead a team of Customer Success Managers (CSMs) while also maintaining a portfolio of strategic customer accounts. This is a working manager role that requires balancing team leadership with direct customer engagement to drive satisfaction, retention, and growth. You will oversee day-to-day team operations, support high-impact accounts, and implement strategies that enhance customer experience.

The ideal candidate brings a passion for customer advocacy, a hands-on leadership style, and a focus on process optimization to deliver exceptional outcomes and long-term business success.

• Lead, mentor, and coach a team of Customer Success Managers (CSMs), fostering accountability, collaboration, and continuous learning
• Maintain direct ownership of a select number of high-impact customer accounts, ensuring strategic alignment and value delivery
• Monitor performance and KPIs, ensuring adherence to customer success best practices
• Support hiring, onboarding, and development of CSMs
• Act as the primary escalation point for complex customer issues
• Oversee the customer journey for network and digital signage services
• Develop strong relationships with key customer stakeholders
• Review Strategic Business Reviews (SBRs) and address customer needs proactively
• Assist in executing retention strategies and reducing churn
• Monitor customer health metrics and mitigate risks
• Support contract renewals, billing accuracy, and service-level compliance
• Develop tailored onboarding plans for new customers
• Conduct hands-on training for customer tools and escalation paths
• Identify and address onboarding challenges
• Track onboarding KPIs to measure success
• Implement scalable processes for customer success and engagement
• Track and analyze metrics like churn, CSAT, NPS, and revenue retention
• Utilize CRM and service tools (Salesforce, Service Now, Smartsheet, SAP, etc.) for operations and reporting
• Contribute to initiatives aligned with corporate customer experience goals

You are a customer-focused leader who knows how to balance people leadership with hands-on customer engagement. You build strong relationships, develop…