Customer Success Manager (Managed Services)

TL;DR

Customer Success Manager (Managed Services): Driving customer retention and alignment across managed service offerings with an accent on service delivery coordination and escalation management. Focus on translating operational service activity into business value and managing long-term customer confidence.

Location: Hybrid; Must be a U.S. citizen

Salary: $80,000–$90,000

Company

Managed services provider specializing in IT infrastructure, cybersecurity, and compliance support.

What you will do

• Serve as the primary relationship owner for a portfolio of managed services customers.
• Lead regular business reviews and translate operational outcomes into customer-relevant business value.
• Own renewal readiness and identify retention risks including service friction or disengaged stakeholders.
• Coordinate with Support, Engineering, and Cybersecurity teams to deliver a unified customer experience.
• Monitor account health using operational signals and maintain detailed risk documentation.
• Identify opportunities for deeper service adoption and cross-functional account growth.

Requirements

• Must present proof of U.S. citizenship before hire.
• 3+ years of experience in Customer Success, Account Management, or similar B2B customer-facing roles.
• Proven experience managing recurring relationships, renewals, and escalations.
• Strong verbal and written communication skills for both operational and leadership levels.
• Ability to manage multiple accounts and priorities effectively.
• Ability to influence outcomes across cross-functional teams without direct authority.

Nice to have

• Experience working within an MSP or outsourced IT environment.
• Knowledge of M365, infrastructure, or cybersecurity services.
• Familiarity with compliance frameworks such as NIST or CMMC.
• Experience with CRM or service management platforms like Halo.

Culture & Benefits

• Competitive salary and benefits package.
• Hybrid work arrangement.
• Casual, friendly, and relaxed work environment.
• Encouragement and support for professional growth.