Customer Success Manager

CBTS is seeking a Customer Success Manager to serve as a trusted advisor to a portfolio of enterprise clients. In this role, you will own the post-sale customer relationship and help clients maximize the value of their CBTS solutions and services.

You will partner closely with customers and internal teams to drive adoption, strengthen relationships, improve satisfaction and retention, identify opportunities for growth, and ensure clients achieve measurable business outcomes.

The ideal candidate is a relationship-focused professional with experience managing enterprise customers, navigating complex technology environments, and partnering across Sales, Technical Support, Solutions Engineering, and other internal teams.

• Manage a portfolio of enterprise accounts, serving as the primary post-sale point of contact and trusted advisor.
• Build strong relationships with customer stakeholders and develop a deep understanding of their business objectives, priorities, and technology needs.
• Develop and execute customer success plans that align CBTS solutions and services with client goals and measurable business outcomes.
• Lead recurring customer meetings, executive business reviews (EBRs), and strategic account discussions.
• Monitor customer health, satisfaction, adoption, and engagement to proactively identify potential risks.
• Develop and coordinate strategies to address customer concerns, service challenges, and potential retention risks.
• Act as the voice of the customer internally, coordinating with Sales, Technical Support, Solutions Engineering, Finance/Billing, and other teams to resolve issues and deliver a strong customer experience.
• Partner with Account Executives to identify opportunities for account growth, including upsell and cross-sell opportunities across CBTS solutions and services.
• Support customer retention and renewal efforts by ensuring clients continue to recognize value from their partnership with CBTS.
• Maintain accurate customer records, interactions, renewal milestones, account activity, and opportunities within the CRM.
• Provide customer insights and feedback to internal teams to help improve services, processes, and the overall client experience.

• Bachelor's degree in Business, Communications, Information Technology, or a related field, or equivalent combination of education and relevant professional experience.
• 8+ years of relevant experience in Customer Success, Account Management, Client Services, Technology Consulting, or a similar client-facing role.
• Experience managing relationships with enterprise or complex customer accounts.
• Demonstrated ability to build trusted relationships with client stakeholders and serve as a strategic advisor.
• Experience developing account plans, customer success plans, or similar client strategies.
• Strong understanding of customer retention, renewals, adoption, and relationship management.
• Ability to identify customer needs and partner with Sales teams on account expansion opportunities.
• Experience managing escalations and coordinating cross-functional teams to resolve customer issues.
• Strong written and verbal communication, presentation, and executive relationship-management skills.
• Strong problem-solving skills with a proactive and ownership-driven approach.
• Experience working with CRM platforms such as Salesforce or a comparable system.
• Proficiency with Microsoft Office/Microsoft 365.

• Experience with in IT services, managed services, cloud, networking, cybersecurity, or technology solutions.
• Experience working with Customer Success platforms and customer health metrics.
• Experience using data and reporting to identify trends, risks, and opportunities within customer accounts.
• Experience conducting Executive Business Reviews (EBRs) or similar strategic customer meetings.
• Strong commercial and financial acumen with an understanding of account growth and revenue retention.

• Success in this role means customers see you as a trusted partner—not simply a point of contact.
• Build strong, lasting relationships with enterprise customers.
• Increase customer satisfaction and engagement.
• Proactively identify and resolve customer risks.
• Ensure customers understand and realize the value of their CBTS solutions.
• Support strong renewal and retention outcomes.
• Identify opportunities to expand CBTS's relationship with existing customers.
• Maintain accurate and actionable account information in the CRM.
• Effectively coordinate internal teams to…