Cloud Customer Success Manager - Remote US Only

Blue Mantis is hiring a Customer Success Manager to lead the strategic success, retention, and expansion of channel partner relationships and their end customers. The role establishes portfolio governance, leads executive customer engagements, coordinates cross-functional services, and identifies opportunities to grow services across Cloud, Security, Digital, and Managed Services.

Responsibilities:

• Serves as the primary customer success contact for an assigned strategic channel partner and its end customers, delivering an exceptional client experience across every interaction
• Owns the customer success strategy and operating model for assigned strategic channel portfolios, establishing governance, engagement cadence, success measures and escalation frameworks
• Collaborates effectively with subject matter experts and cross-functional teams to drive operational efficiency, consistency, and standardization
• Partners with the Blue Mantis CSAM team to present FinOps and CSP findings, translating cost and consumption insights into business terms and clear next steps for client stakeholders
• Develops executive-level relationships with channel partners and priority portfolio-company stakeholders, serving as a strategic advisor on technology, cloud optimization and services strategy
• Leads Executive Business Reviews and strategic planning sessions with channel partners and their customers connecting customer business priorities to Blue Mantis capabilities and multi-year services roadmaps
• Partners with Sales leadership to shape expansion strategy and materially influence qualified services pipeline across the portfolio, acting as a continuous feedback loop on customer needs
• Owns portfolio health, retention and expansion strategy, using NPS, Net Retention, consumption, service performance and pipeline indicators to identify risk and growth opportunities
• Brings the right specialists into each customer conversation, such as Solution Architecture, Security, or Disaster Recovery and Business Continuity, rather than relying on specialists to attend every review
• Manages the partner rules of engagement, including relationship ownership and the different engagement models for CSP and non-CSP customers
• Serves as a key liaison across Sales, Pre-Sales, Solution Architecture, the CSAM team, Technical Support, and Operations to provide a seamless end-to-end customer experience
• Manages and coordinates customer escalations, partnering with internal teams and stakeholders to address service delivery, quality, and customer experience concerns
• Proactively engages clients to understand emerging and evolving business requirements and coordinates with internal stakeholders to develop solutions for new or expanded services
• Collaborates closely with channel partner account teams to develop and execute account plans for each portfolio company, aligning business priorities and opportunities with Blue Mantis services to strengthen customer satisfaction, retention, and growth
• Influences without direct authority, mobilizing internal teams and partners to deliver high-quality results in a fast-paced environment
• Maintains current knowledge of industry trends and evolving technologies across Cloud, Security, Digital, and FinOps, including Microsoft CSP programs and licensing
• Evaluates business and operational processes and partners with support and operations teams to identify and implement continuous improvement opportunities

Requirements:

• Minimum of five years of experience in Customer Success Management, Service Delivery Management, Account Management, or a comparable client-facing role, including at least three years with or within a Managed Services Provider (MSP)
• Experience working in a channel, partner, or distributor model, including managing relationships where a partner sits between the service provider and the end customer
• Working knowledge of FinOps principles and cloud financial management, sufficient to understand and present CSP and FinOps readouts to business stakeholders
• Strong analytical, problem-solving, and business judgment skills, including the ability to interpret financial and operational data, assess complex situations, and translate findings into practical recommendations
• Strong business acumen and strategic thinking, with the ability to understand client objectives, identify priorities, and align services with business needs
• Demonstrated experience partnering with clients to develop business solutions, both during steady-state operations and through escalations or complex service issues
• Proven experience optimizing workflows, identifying operational efficiencies, and implementing process improvements
• Familiarity with Microsoft Cloud Solution Provider (CSP) programs, Microsoft licensing, and the Azure and Microsoft 365 ecosystem
• Strong interpersonal, communication, and presentation skills, with the executive presence to lead business reviews and engage colleagues, clients, and stakeholders at all levels
• Demonstrated ability to prioritize initiatives, manage competing demands, and operate effectively in a fast-paced environment
• Proven track record of growing client accounts through consultative, value-based conversations that uncover new services opportunities
• A bachelor's degree in Business, Technology, or a related field
• FinOps Certified Practitioner, ITIL Foundation, or Microsoft fundamentals certifications (such as AZ-900 or MS-900)
• experience supporting private equity–backed companies or multi-entity customer portfolios