Customer Success Manager

Netsurit is a global Managed Services Provider focused on helping businesses innovate and secure their operations through technology. They are seeking a Customer Success Manager who will act as a trusted advisor to clients, facilitating AI-driven business transformations and ensuring customer satisfaction and retention.

Responsibilities:

• Own a portfolio of Innovate customers
• Build trusted executive-level relationships
• Act as the primary customer advocate
• Drive customer satisfaction and retention
• Coordinate and participate in AI Strategy Sprint engagements
• Help customers identify and prioritize AI opportunities
• Facilitate executive workshops
• Assist with roadmap and business case development
• Manage multiple concurrent customer engagements
• Coordinate with Netsurit's PMO office
• Drive accountability across internal and customer teams
• Escalate risks before they become issues
• Identify expansion opportunities
• Drive Secure AI adoption
• Support Build, Run, Operate, and Protect opportunities
• Contribute to renewals and customer growth
• Present to executives and leadership teams
• Communicate clearly and confidently
• Manage expectations professionally
• Navigate difficult conversations with diplomacy and firmness

Requirements:

• Must overlap with US Eastern Time business hours
• Travel Required
• Experience in Customer Success
• Experience in Digital Transformation
• Experience in Program Management
• Experience in Consulting
• Experience in Strategic Account Management
• Experience in Technology Services
• Experience in AI Adoption Programs
• Highly organized
• Commercially aware
• Customer obsessed
• Comfortable with executives
• A strong communicator
• Curious about AI
• Hungry for growth
• Able to manage ambiguity
• Willing to challenge constructively
• Focused on outcomes rather than activity
• Experience in MSP, SaaS, Consulting, Microsoft, or AI-related environments