Customer Success Manager

Role Overview

• Assist in developing success plans and strategies for customers, with a focus on supporting long-term relationships and reducing customer churn.
• Perform follow-up tasks as part of marketing campaigns, helping to ensure customer engagement and satisfaction.
• Aim for high customer satisfaction scores, making sure customers are referenceable and receive annual NPS scores of >8.
• Monitor customer agreements and help manage change requests and approvals as needed.
• Maintain customer information and activity in CRM tools like Salesforce, ensuring accurate record-keeping and adherence to defined procedures.
• Identify opportunities to expand product and service usage with existing customers and provide support in managing these opportunities.
• Ensure customer contact information is updated and kept current in Salesforce and ConnectWise.
• Organize monthly check-ins with regional service teams to align client needs and gather valuable feedback.
• Collaborate with Marketing to develop customer appreciation initiatives and engagement activities.
• Act as a customer advocate by collaborating with cross-functional teams such as Marketing, Sales, Product, Service, Finance, and Engineering to enhance processes and improve customer satisfaction and retention.
• Assist with special projects as requested by leadership.

Requirements

• Associate’s degree in management, Information Technology, Computer Science or commensurate experience required.
• 1 year of experience in customer success, sales, or consulting capacity.
• Familiarity with IT services such as Microsoft O365, Cloud, or Network Security is helpful; additional training will be provided.
• Basic knowledge of CRM systems like Salesforce, ConnectWise, or Microsoft Dynamics is advantageous.
• Solid understanding of cybersecurity or managed IT services, and how they relate to helping solve SMB, mid-market, and enterprise frustrations.
• Experience working cross-functionally with an account team including both Account Managers and SMEs, providing account management support to assigned projects and service teams.
• Ability to work in a team environment and demonstrate leadership, presentation, and planning ability, as well as verbal and written communication skills.
• Business acumen; translating business requirements into related solutions.
• Flexible and able to remain calm in times of stress while managing multiple priorities at one time.
• Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations.
• Sound problem-solving technique with ability and persistence to generate options and select the best solution.
• Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders.
• Ability to communicate effectively with customers and various levels of management both verbally and in written form.
• Ability to manage multiple sales opportunities in a fast-paced environment.
• Team player mentality and willingness to share knowledge with others.

Tech Stack

• Cloud
• Cyber Security

Benefits

• Enjoy a fun and engaging work environment, where we prioritize ensuring a good work-life balance.
• Competitive wages and benefits, attracting and retaining the best staff for our clients.
• Take advantage of opportunities for personal and professional development, empowering you to advance your career.