3-5 years in Customer Success, Account Management, or Program Management within an MSP or MSSP environment.
Proven ability to manage mid-to-large accounts with complex service needs and multiple stakeholders.
Analytical thinker skilled at identifying trends and interpreting service metrics.
Demonstrated success in retention and growth initiatives (renewals, cross-sell, or upsell).
Excellent organizational skills for managing multiple customer engagements.
Responsibilities
Serve as the primary relationship manager and trusted advisor for assigned accounts.
Develop account plans that identify customer priorities, risks, and opportunities.
Connect service performance to customer business goals and lead business reviews.
Coordinate across internal teams to ensure seamless execution and proactive issue resolution.
Manage renewal timelines and participate in upsell or cross-sell conversations.
Monitor customer satisfaction and operational performance, addressing risks proactively.
Represent customer feedback internally to improve service experience.
Benefits
Comprehensive medical, dental, and vision insurance
Employer matched 401(k) plan
100% Short-Term/Long-Term Disability coverage, Life and AD&D coverage, and Critical illness coverage
Recognition and rewards, including performance bonuses and service awards
Competitive PTO policy
Community involvement and volunteer opportunities
Professional certification reimbursement for career development
Dedicated volunteer time while getting paid
Full Job Description
Title: Customer Success Account Manager (CSAM)
Location: Waltham, MA (Hybrid)
Position Summary:
You will own the strategic relationship and overall success of an assigned portfolio of customers. Acting as the customer's trusted advisor, the CSAM ensures alignment between business goals and service delivery outcomes, driving retention, satisfaction, and growth.
This role is ideal for a strong customer-facing professional ready to operate at a strategic level collaborating with executives, orchestrating internal delivery teams, and developing toward enterprise account ownership.
Responsibilities:
Strategic Relationship Ownership: Serve as the primary relationship manager and trusted advisor for assigned accounts, fostering long-term partnerships that drive measurable outcomes.
Account Planning & Growth: Develop account plans that identify customer priorities, risks, and opportunities for service optimization, renewal, and expansion.
Value Realization: Connect service performance and outcomes to customer business goals; lead business reviews to reinforce value and progress.
Service Orchestration: Coordinate across internal teams (Service Delivery, Security, Engineering, and Sales) to ensure seamless execution, SLA adherence, and proactive issue resolution.
Renewals & Growth: Manage renewal timelines, ensuring alignment between customer goals and services. Participate in upsell or cross-sell conversations to expand customer engagement and achieve assigned retention and revenue growth targets.
Health & Risk Management: Monitor customer satisfaction, usage, and operational performance; proactively address risk indicators and escalation points.
Customer Advocacy: Represent customer feedback internally to improve service experience, process efficiency, and product alignment.
Strategy & Activity Documentation: Accurately maintain account notes, health indicators, and renewal activities in Salesforce (or other CRM systems) to ensure visibility, data integrity, and collaboration.
3-5 years in Customer Success, Account Management, or Program Management within an MSP or MSSP environment.
Proven ability to manage mid-to-large accounts with complex service needs and multiple stakeholders.
Analytical and data-driven thinker skilled at identifying trends, interpreting service metrics, and building clear value stories that demonstrate ROI and business impact.
Demonstrated success in retention and growth initiatives (renewals, cross-sell, or upsell).
Excellent organizational skills with experience managing multiple customer engagements simultaneously.
Confident, proactive, and accountable: able to lead through influence and collaboration.
Preferred Skills
Familiarity with Microsoft 365, Azure, and cybersecurity or compliance frameworks.
Understanding of managed services delivery, SLAs, and IT service management fundamentals.
Experience preparing and leading Executive Business Reviews (EBRs).
Business strategy acumen and comfort discussing contract or pricing structures.
Perks & Benefits - What's in it for you?
Comprehensive medical, dental, and vision insurance
Employer matched 401(k) plan
100% Short-Term/Long-Term Disability coverage, Life and AD&D coverage, and Critical illness coverage
Recognition and rewards, including score-card performance bonus, and service award bonus
Competitive PTO policy
Community involvement and volunteer opportunities
Professional certification reimbursement for relevant career development
Give back while getting paid with dedicated volunteer time
