Aqueduct Technologies is seeking a Customer Success Manager (CSM) to serve as the trusted advisor for a portfolio of strategic Managed Services customers. The CSM is responsible for building executive relationships, ensuring customers realize measurable business value, driving service adoption, and leading operational governance throughout the customer lifecycle.
Working closely with Sales, Client Technical Advisors, Professional Services, NOC, EUS, and leadership, the CSM plays a critical role in customer retention, satisfaction, and long-term growth.
Core Responsibilities:- Serve as the primary customer advocate and strategic advisor for assigned accounts.
- Lead customer onboarding, service transitions, and ongoing adoption of Managed Services.
- Conduct Monthly Service Reviews (MSRs) and Quarterly Partnership Reviews (QPRs) that demonstrate business value through operational metrics, trends, recommendations, and strategic planning.
- Develop and maintain customer-specific Standard Operating Procedures (SOPs), governance documentation, communication plans, and operational runbooks.
- Monitor customer health, identify risks, and proactively drive continuous service improvement initiatives.
- Analyze service performance and operational data to deliver executive-level reporting and actionable recommendations.
- Collaborate across Sales, Service Delivery, Engineering, and Leadership to ensure a consistent, high-quality customer experience.
- Identify opportunities to expand customer value through additional services and strategic technology initiatives.
Required Skills and Qualifications:- 3-7 years of Customer Success, Account Management, Technical Account Management, Managed Services, or client-facing consulting experience.
- Experience managing multiple customer relationships in an MSP, IT Services, SaaS, or technology environment.
- Strong executive communication and presentation skills with the ability to translate technical concepts into business outcomes.
- Experience leading business reviews and demonstrating customer value through metrics and operational insights.
- Proven ability to create and maintain SOPs, customer documentation, and governance processes.
- Strong analytical, organizational, and project management skills.
- Experience with Salesforce, ConnectWise, BrightGauge, Microsoft Office, or similar CRM and reporting platforms.
Preferred Qualifications:- ITIL v4 Foundation or Customer Success certification.
- Experience with business intelligence tools.
- Knowledge of cloud, cybersecurity, networking, infrastructure, and managed services.
