Customer Success Manager – Managed Business Services
Job Description:
- Serve as the primary point of contact for assigned managed services customers, owning the overall relationship and success plan
- Develop and maintain customer success plans aligned to contracted services, business objectives, and desired outcomes
- Lead regular customer touchpoints (QBRs, monthly check-ins, service reviews) focused on value realization and performance
- Act as a trusted advisor, helping customers optimize usage and outcomes from managed services
- Partner closely with managed services delivery, operations, and support teams to ensure consistent, high-quality execution of managed services
- Monitor service performance against SLAs, KPIs, and contractual commitments
- Proactively identify risks to delivery, adoption, or satisfaction and drive mitigation plans
- Coordinate escalations and ensure timely resolution of issues impacting customer experience
- Drive adoption of managed services offerings and best practices to maximize customer outcomes
- Identify expansion and upsell opportunities in partnership with Sales and Account Management (CS qualified leads)
- Support renewal processes by demonstrating realized value and service performance
- Advocate for customer needs internally to influence service enhancements and roadmap priorities
- Track and report on customer health, service metrics, and success outcomes
- Leverage customer feedback, usage data, and performance trends to drive continuous improvement
- Contribute to the development of scalable processes, playbooks, and best practices for managed services CS
- Maintain accurate customer records and activity tracking in CRM (e.g., Salesforce, Gainsight)
Requirements:
- 5+ years of experience in Customer Success or Account Management - preferably in a managed services or SaaS environment
- Strong understanding of SLAs, service metrics, and operational delivery models
- Proven ability to manage multiple customers and priorities in a fast-paced environment
- Excellent communication and stakeholder management skills, including executive-level engagement
- Experience driving customer retention and satisfaction through proactive engagement
- Experience with Gainsight platform and CRM tools (preferably Salesforce)
- Demonstrated experience using generative AI tools (e.g., ChatGPT, Copilot, Claude, Gemini) to improve productivity, decision‑making, or problem solving in a professional or personal context.
- Bachelor’s degree required
Benefits:
- Unlimited PTO for salaried employees – because flexibility fuels success
- Comprehensive medical, dental, and vision coverage
- Health Savings & Flexible Spending Accounts
- 401(k) with company match to invest in your future
- Volunteer Time Off (VTO) to give back to causes you care about
- Life and pet insurance for peace of mind
- Employee Assistance & Mental Health Programs
- Charitable giving opportunities
- Professional coaching and career development
- …and much more.
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