Customer Success Manager

TSIA is the world's leading research and advisory firm for technology and services companies. They are seeking a Member Success Manager to manage member relationships and drive business outcomes through strategic advisory relationship management.

Responsibilities:

• Own a portfolio of 25–40 member accounts from onboarding through renewal and expansion
• Build multi-threaded relationships and drive gross retention and net expansion across your book
• Broker member access to TSIA research, benchmarks, and subject matter experts, and translate findings into action
• Use AI tools to prepare for calls, generate account intelligence, and build repeatable, scalable workflows
• Conduct executive business reviews that connect research to member priorities

Requirements:

• Experience managing a large portfolio of accounts (30+) with a track record of retention and expansion results
• Comfort and credibility engaging VP- and C-level executives as a peer
• Strong empathy and active listening skills, with the ability to turn what you hear into action
• A proactive, strategic problem-solver's mindset — you anticipate needs rather than just responding to them
• Genuine, hands-on fluency with AI tools in your daily workflow, not occasional or experimental use
• Excellent written and verbal communication skills, with the ability to distill complex ideas for an executive audience
• Strong organizational and prioritization skills to manage a high-volume, high-touch book of business
• Background in technology services, Customer Success or Sales is preferred