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Customer Success Manager
Job in
Mineral, Louisa County, Virginia, 23117, USA
Listed on 2026-08-27
Listing for:
CBTS
Full Time
position Listed on 2026-08-27
Job specializations:
-
Sales
Client Relationship Management, Customer Success Management, Account Manager, CRM Systems & Management
Job Description & How to Apply Below
- Lead regular cadence calls, executive business reviews (EBRs), and on-site visits to demonstrate value and deepen relationships.
- Monitor account health, identify risk indicators early, and execute proactive retention strategies in partnership with Sales and Support.
- Drive net revenue retention by spotting and collaborating on upsell and cross-sell opportunities within your existing accounts.
- Coordinate cross-functional escalation resolution — acting as the client's internal champion to deliver timely, effective outcomes.
- Keep CRM records current and accurate: interaction logs, renewal milestones, and opportunity pipeline data.
- Bachelor's degree in Business, Communications, Information Technology, or related field; MBA or Master's preferred.
- 8+ years of relevant experience in customer success, account management, or client-facing roles.
- Proficiency with CRM platforms (Salesforce or equivalent) and Microsoft 365 / M365 Suite.
- Strong track record in renewal and retention management, including success plan development.
- Excellent client communication skills — written, verbal, and executive-level presentation.
- Solid commercial and financial acumen; able to connect technology value to client business goals.
- Experience with customer success platforms (Gainsight, Totango, Churn Zero, or similar).
- Background in IT services, managed services, or technology solutions environments.
- Comfort with data analysis and reporting to support account health storytelling.
- Client relationship management — you build trust at every level of an organization.
- Ownership mentality — you treat your accounts like your own business.
- Proactive problem-solving — you see issues before they become escalations.
- Collaboration — you work across Sales, Support, and Solutions to get things done for clients.
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