Modeln1mo ago

Customer Success Manager - Managed Business Services

United StatesRemoteRegular Full-Timemid

Customer Success ManagerCustomer Success

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Quick Summary

Overview

The Customer Success Manager (CSM) for Managed Business Services is the primary owner of the customer relationship post-implementation,

Technical Tools

Customer Success ManagerCustomer Success

The Customer Success Manager (CSM) for Managed Business Services is the primary owner of the customer relationship post-implementation, responsible for ensuring customers realize measurable value from our managed services offerings. This role blends strategic partnership, operational execution, and proactive service management to drive retention, satisfaction, and long-term growth.

Unlike traditional CS roles, this position requires a strong ability to orchestrate ongoing service delivery, manage expectations, and translate customer outcomes into clear success metrics. The CSM serves as the voice of the customer while ensuring commitments are met consistently and at scale.

Serve as the primary point of contact for assigned managed services customers, owning the overall relationship and success plan
Develop and maintain customer success plans aligned to contracted services, business objectives, and desired outcomes
Lead regular customer touchpoints (QBRs, monthly check-ins, service reviews) focused on value realization and performance
Act as a trusted advisor, helping customers optimize usage and outcomes from managed services

Partner closely with managed services delivery, operations, and support teams to ensure consistent, high-quality execution of managed services
Monitor service performance against SLAs, KPIs, and contractual commitments
Proactively identify risks to delivery, adoption, or satisfaction and drive mitigation plans

Coordinate escalations and ensure timely resolution of issues impacting customer experience

Drive adoption of managed services offerings and best practices to maximize customer outcomes
Identify expansion and upsell opportunities in partnership with Sales and Account Management (CS qualified leads)
Support renewal processes by demonstrating realized value and service performance
Advocate for customer needs internally to influence service enhancements and roadmap priorities

Track and report on customer health, service metrics, and success outcomes
Leverage customer feedback, usage data, and performance trends to drive continuous improvement
Contribute to the development of scalable processes, playbooks, and best practices for managed services CS
Maintain accurate customer records and activity tracking in CRM (e.g., Salesforce, Gainsight)

- 5+ years of experience in Customer Success or Account Management - preferably in a managed services or SaaS environment

Customers consistently meet or exceed contracted service outcomes
High renewal rates and strong customer advocacy
Proactive risk identification and resolution
Clear, repeatable success motions that scale across the managed services portfolio