Customer Success Manager

CBTS partners with mid-market and enterprise clients across North America to deliver technology solutions that move their business forward. The Customer Success Manager will manage enterprise accounts as a trusted post-sale advisor, driving adoption, satisfaction, retention, and growth through success planning, proactive engagement, and cross-functional collaboration.

Responsibilities:

• Serve as the primary post-sale point of contact and trusted advisor for a portfolio of enterprise accounts
• Develop and execute tailored success plans that align CBTS solutions to each client's KPIs and business outcomes
• Lead regular cadence calls, executive business reviews (EBRs), and on-site visits to demonstrate value and deepen relationships
• Monitor account health dashboards, proactively flag risk indicators, and partner with Sales and Support on mitigation strategies
• Drive net revenue retention by identifying expansion opportunities and collaborating with Account Executives on upsell and cross-sell
• Advocate for clients internally, coordinating cross-functional resolution of escalated service issues
• Keep CRM records accurate and current, including interaction logs, renewal milestones, and opportunity pipeline data
• Customer onboarding completion within target timelines
• Customer satisfaction (CSAT) scores across supported accounts
• CRM data accuracy and completeness
• Responsiveness to customer inquiries
• Turnaround on internal escalation support

Requirements:

• CRM Platforms (Salesforce or equivalent)
• Customer Communication & Correspondence
• Renewal & Retention Management
• Microsoft Office / M365 Suite
• Account Planning & Success Plan Development
• Customer Success Platforms
• Data Analysis / Reporting
• IT Services & Managed Services