Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary strategic partner and trusted advisor to clients throughout the entire lifecycle, from onboarding and adoption to expansion and renewal, with engagement tailored to each phase.

• Proactively develop, strengthen, and sustain robust relationships with executive and operational stakeholders across accounts, systematically capturing business objectives and ensuring clients derive measurable value at every stage of the lifecycle.

• Collaborate with Sales counterparts on account planning to align customer objectives, pinpoint expansion opportunities, and devise a unified strategy for renewal and growth.

• Actively escalate and manage the resolution of technical and relationship risks by coordinating with Product Support, Professional Services, Engineering, and Product Management, serving as the internal advocate for the customer.

• Keep accurate and current account data in Salesforce and JIRA, including health indicators, risk flags, open opportunities, and engagement history, to ensure complete visibility for internal stakeholders.

• Drive customer enablement through structured onboarding initiatives and ongoing product adoption sessions, ensuring customers progress in their maturity on the platform at every lifecycle stage.

• Serve as the primary coordination point between customers and internal teams, proactively communicating status updates, managing expectations, and ensuring follow-through on commitments.

• Monitor accounts for shifts in product usage, objectives, personnel, financial conditions, or competitor activities that may influence the customer’s ongoing use or satisfaction with Itential’s products or services.

• Familiarize customers with new platform capabilities, features, and applications, leveraging insights from other customers and product knowledge to highlight what other organizations are achieving with Itential and how those insights can be relevant to their environment.

• Proactively provide customers with product roadmap updates, release highlights, and new feature guidance, framing these capabilities in the context of their specific automation goals to encourage ongoing platform adoption.

• Identify and evaluate expansion opportunities, including new use cases, additional products, or broader platform adoption, and collaborate with Sales to advance these opportunities towards commercial outcomes.

• Independently conduct Executive Business Reviews (EBRs), including preparation, facilitation, and follow-up on documented outcomes.

• Proactively manage at-risk accounts by recognizing churn signals early, documenting root causes in Salesforce, and collaborating with Customer Success leadership on resolution strategies as needed.

⛳️ Requirements

• 3–5+ years in a Customer Success or customer-facing role, with a minimum of 3 years of experience in a network, automation, or enterprise software context.

• A technical background in networking, network automation, or IT, acquired through formal education or hands-on professional experience.

• Proven record of driving product adoption and achieving measurable customer outcomes in a B2B enterprise setting.

• Ability to establish rapport with customer champions and colleagues in a remote working environment.

• Exceptional communication skills, with a talent for identifying risks and proactively driving resolutions.

• Working knowledge of network automation concepts and technologies; familiarity with platforms such as the Itential Automation Platform (IAP), Ansible, Terraform, or Cisco NSO is highly preferred.

• Capability to discuss integration patterns (ServiceNow, NETCONF/REST, Git-based workflows) and common automation use cases such as configuration compliance, change automation, and service provisioning.

• Understanding of key IT concepts (network management, infrastructure, software development, cloud computing, etc.).

• Strong time management, accountability, and personal organizational skills.

• Experience in analyzing and optimizing existing processes within the Customer Success department.

• Strong customer empathy with the ability to proactively identify and advocate for customer needs, translating feedback into actionable recommendations for Product and Engineering.

• Proficiency with the Microsoft Office Suite (Word, Excel, PowerPoint); Salesforce; JIRA; and Confluence.

• A genuine enthusiasm for network automation and emerging technologies, with the ability to explain complex concepts to audiences of varying technical expertise.

🏝️ Benefits

• Up to 25% travel for customer meetings, Executive Business Reviews, and industry events.

• Standard business hours with flexibility to accommodate different customer time zones.