Customer Success Manager

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

📋 Description

• Drive growth, enhance customer retention, foster loyalty, and boost engagement within the existing customer base.

• Formulate customer success strategies and plans aimed at building long-term relationships and minimizing churn.

• Execute follow-up tasks for marketing initiatives to promote customer engagement and satisfaction.

• Strive for high customer satisfaction ratings, ensuring customers are referenceable and achieving annual NPS scores exceeding 8.

• Oversee customer agreements and assist in managing change requests and approvals.

• Keep precise records of customer information and activities in Salesforce and ConnectWise.

• Spot opportunities to enhance existing customers’ utilization of products and services.

• Coordinate monthly check-ins with regional service teams to align client requirements and collect feedback.

• Work together with Marketing on initiatives for customer appreciation and engagement.

• Represent the customers' interests by collaborating with Marketing, Sales, Product, Service, Finance, and Engineering teams.

• Support special projects as requested by leadership.

• Organize and prioritize a significant volume of customer activities and requests.

• Travel 10-20% of the time.

⛳️ Requirements

• An Associate’s degree in management, Information Technology, Computer Science, or equivalent experience is required.

• A minimum of 1 year of experience in a customer success, sales, or consulting role.

• Familiarity with IT services such as Microsoft O365, Cloud, or Network Security is beneficial; further training will be provided.

• Basic knowledge of CRM systems like Salesforce, ConnectWise, or Microsoft Dynamics is a plus.

• A solid grasp of cybersecurity or managed IT services and their relevance to SMB, mid-market, and enterprise needs.

• Experience collaborating cross-functionally with an account team, including Account Managers and Subject Matter Experts (SMEs).

• Proven ability to exhibit leadership, presentation, planning, verbal, and written communication skills.

• Strong business acumen with the capacity to translate business needs into relevant solutions.

• Ability to maintain composure under stress while juggling multiple priorities.

• Excellent oral and written communication skills with the capability to manage difficult conversations.

• Problem-solving skills to generate options and select optimal solutions.

• Ability to cultivate trust-based relationships and cooperate with internal and external stakeholders.

• Proficient in communicating effectively with customers and various management levels.

• Capacity to handle multiple sales opportunities in a fast-paced setting.

• Team-oriented mindset with a willingness to share knowledge.

🏝️ Benefits

• Competitive compensation and benefits.

• Opportunities for professional development and career advancement.

• A collaborative, growth-oriented work environment.

• 10-20% travel is required.