The Customer Success Manager partners with customer executives, IT leadership, and internal teams to identify opportunities, mitigate risks, improve customer outcomes, and strengthen strategic partnerships. A key responsibility of this role is leading Strategic Business Reviews (SBRs), delivering data-driven insights, technology recommendations, and actionable plans that support customer goals.

Success in this position requires strong business acumen, technical aptitude, executive presence, and a passion for building long-term customer relationships.

Customer Success Manager (CSM)

• Serve as the primary strategic advisor for an assigned portfolio of top-tier and complex clients.

• Develop executive-level relationships and maintain a deep understanding of customer business objectives, technology environments, and success metrics.

• Lead Strategic Business Reviews (SBRs), presenting operational insights, technology trends, risks, opportunities, and strategic recommendations.

• Create and execute customer success plans that drive retention, satisfaction, adoption, and long-term partnership growth.

• Act as the voice of the customer by proactively identifying risks, addressing concerns, and coordinating internal resources to ensure successful outcomes.

• Collaborate with Service Delivery, Professional Services, Security, Sales, and Project Management teams to align services with customer goals.

• Analyze customer health, service trends, project performance, and business outcomes to recommend improvements and strategic initiatives.

• Support customer retention and growth through consultative planning and trusted-advisor relationships.