WHAT YOU'LL DOAs the Manager of Customer Success, you will lead a team of Customer Success Managers (CSMs) while also maintaining a portfolio of strategic customer accounts. This is a working manager role that requires balancing team leadership with direct customer engagement to drive satisfaction, retention, and growth. You will oversee day-to-day team operations, support high-impact accounts, and implement strategies that enhance customer experience. The ideal candidate brings a passion for customer advocacy, a hands-on leadership style, and a focus on process optimization to deliver exceptional outcomes and long-term business success.
- Lead, mentor, and coach a team of Customer Success Managers (CSMs), fostering accountability, collaboration, and continuous learning
- Maintain direct ownership of a select number of high-impact customer accounts, ensuring strategic alignment and value delivery
- Monitor performance and KPIs, ensuring adherence to customer success best practices
- Support hiring, onboarding, and development of CSMs
- Act as the primary escalation point for complex customer issues
- Oversee the customer journey for network and digital signage services
- Develop strong relationships with key customer stakeholders
- Review Strategic Business Reviews (SBRs) and address customer needs proactively
- Assist in executing retention strategies and reducing churn
- Monitor customer health metrics and mitigate risks
- Support contract renewals, billing accuracy, and service-level compliance
- Develop tailored onboarding plans for new customers
- Conduct hands-on training for customer tools and escalation paths
- Identify and address onboarding challenges
- Track onboarding KPIs to measure success
- Implement scalable processes for customer success and engagement
- Track and analyze metrics like churn, CSAT, NPS, and revenue retention
- Utilize CRM and service tools (Salesforce, ServiceNow, Smartsheet, SAP, etc.) for operations and reporting
- Contribute to initiatives aligned with corporate customer experience goals
WHO YOU AREYou are a customer-focused leader who knows how to balance people leadership with hands-on customer engagement. You build strong relationships, develop high-performing teams, and bring a proactive approach to solving problems and improving the customer experience. You are comfortable navigating complex customer needs, using data to guide decisions, and partnering across teams to drive retention, satisfaction, and long-term success.
Key Qualifications- Bachelor's degree in business, IT, or related field (or equivalent experience)
- Proven experience in customer success, account management, or service delivery, with demonstrated leadership experience or readiness to step into a people leadership role
- Strong understanding of network solutions, digital signage, and managed services
- Excellent interpersonal and communication skills with a customer-first mindset
- Proficiency in CRM/service tools: Salesforce, ServiceNow, Smartsheet, SAP, Microsoft 365
- Ability to succeed in fast-paced, high-growth environments
Key Competencies- Leadership and team development skills
- Customer-centric mindset with long-term relationship focus
- Strategic problem solving and proactive execution
- Data-driven decision-making using performance analytics
- Commercial awareness to support customer retention and growth
- Hands-on leadership style with the ability to coach while actively managing customer outcomes
WHERE YOU'LL WORKEnjoy the flexibility of our hybrid work model. Our business casual working environment fosters collaboration, productivity, and innovation. As a Manager, Customer Success, you will lead both remote and in-office team members, with the flexibility and adaptability to support strategic priorities across departments and customer engagements.
- Work Environment: Flexible work environment aligned with departmental and organizational policies
- Collaboration Tools: Microsoft Teams and other digital platforms are used to support internal and external communication
- Travel: Occasional U.S. travel may be required for customer meetings, team development, or company initiatives
Physical Requirements- Ability to sit or stand for extended periods of time
- Frequent use of hands and fingers for typing and computer use
- Frequent visual focus when reviewing documents, reports, dashboards, and other information on a computer screen
- Ability to communicate effectively in person, by phone, and through virtual meeting platforms
- Ability to occasionally lift and carry up to 20 pounds
- Ability to travel occasionally, including air travel, as required
CLASSIFICATION: Exempt/Salaried
POSITION TYPE: Full-Time
TRAVEL REQUIREMENTS: Occasional
DIRECT REPORTS: Customer Success Managers
SAFETY SENSITIVE: No
Ready to join a team that values trusted connections? Apply now! 
