Customer Success Manager - Managed Business Services
New
Remote, USFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- SalesforceAccount ManagementStakeholder managementCustomer SuccessSaaSGenerative AI
Requirements
- 5+ years of experience in Customer Success or Account Management
- Experience 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
- Excellent communication and stakeholder management skills
- Experience driving customer retention and satisfaction
- Experience with Gainsight and CRM tools like Salesforce
- Demonstrated experience using generative AI tools
- Bachelor’s degree
Responsibilities
- Serve as the primary point of contact for assigned managed services customers
- Develop and maintain customer success plans aligned to contracted services
- Lead regular customer touchpoints including QBRs and service reviews
- Partner with delivery, operations, and support teams to ensure high-quality execution
- Monitor service performance against SLAs and KPIs
- Coordinate escalations and ensure timely resolution of issues
- Drive adoption of managed services offerings
- Identify expansion and upsell opportunities
- Track and report on customer health and success outcomes
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