Job Description:

At XTIUM, we don't just build IT solutions-we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You'll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you're passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we're looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you're ready to contribute and help shape the future, XTIUM is the place for you.

About the Team:

The Customer Success organization is a strategic pillar of XTIUM, accountable for ensuring our customers achieve meaningful business outcomes through our digital transformation solutions. We build trusted, executive-level partnerships that drive long-term value, loyalty, and advocacy.

Our team blends strategic insight with tactical execution to ensure customers fully realize the value of their services while continuously educating them on emerging technologies and innovative approaches to solving business challenges. By delivering consistent, outcome-focused experiences, we embed customer value and outcomes into every aspect of how XTIUM operates.

About the Role:

The Sr. Customer Success Manager (CSM) is an experienced, consultative, customer-facing professional responsible for customer satisfaction, retention, referenceability, and growth across a portfolio of large and complex managed accounts. Serving as the primary relationship owner and escalation point, the CSM acts as a dedicated liaison between XTIUM and its customers, ensuring alignment between business objectives and service delivery.

The CSM maintains proactive, strategic engagement to understand each customer's business and technology priorities, ensuring XTIUM services are effectively utilized and deliver measurable outcomes. Through a combination of technical acumen and business insight, the CSM provides recommendations that expand service adoption, increase contract value, and solve client-specific challenges.

This role supports multiple customers with varying levels of complexity and partners closely with Sales, Service Delivery, Operations, and Finance to deliver a consistent, high-quality client experience. By blending strategic oversight with tactical execution, the CSM builds long-term, trusted relationships that drive customer success, loyalty, and growth.

Job Responsibilities:

• Own the overall client relationship and serve as the primary point of contact for assigned accounts, ensuring accountability and clear escalation paths
• Cultivate strong executive relationships and identify opportunities for account growth and renewal.
• Establish and maintain a structured communication cadence with customers, internal teams, and partners ensuring smooth operations and timely deliverables (status calls, service reviews, SBRs)
• Drive revenue retention and growth by identifying expansion, upsell, and cross-sell opportunities in partnership with Sales
• Maintain deep understanding of customer contracts (MSAs, SLAs, SOWs) to ensure delivery aligns with commitments and financial expectations
• Lead service and strategic business reviews, articulating value delivered, risks, and forward-looking recommendations
• Leverage internal health, risk, and usage metrics to proactively identify issues and drive corrective actions
• Coordinate cross-functional teams to resolve issues, improve service quality, and deliver against customer outcomes
• Partner with Finance and Operations to ensure billing accuracy, inventory alignment, and invoice integrity
• Act as the "voice of the customer" internally, advocating for service improvements and operational maturity
• Lead service reviews and ensure XTIUM delivers or exceeds on all contractual obligations.
• Address customer inquiries, resolve issues promptly, and collaborate with internal teams to ensure satisfaction.

Job Qualifications:

• Strong leadership, technical, operations, business, and financial acumen to navigate conversations with customers to solve business challenges.
• Demonstrated strong experience in Customer Success, Service Delivery, Account Management, and Solution Sales (Minimum 4+ years of relevant experience).
• Passion for quality customer service, acting as an advocate internally for the customer and externally for XTIUM.
• Strong aptitude for working independently and with technical and non-technical teams to achieve customer satisfaction outcomes and service growth.
• Excellent communication skills, including written, verbal, and interpersonal, with the ability to communicate effectively with individuals at all seniority levels, including C-level executives.
• Proven ability to build and maintain strong relationships with clients and manage complex accounts.
• Technical proficiency with cloud, IT services, and related technologies; able to engage in meaningful conversations about technical solutions.
• Demonstrated problem-solving skills, with the ability to handle challenging situations and find effective solutions quickly.
• Strong organizational skills with the ability to manage multiple priorities and accounts simultaneously.
• Relevant certifications such as Certified Customer Success Manager (CCSM), ITIL, PMP, or other industry-related credentials preferred.

The salary range for this position is $100,000 - $125,000/base salary. Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies, experience, and location. We offer a competitive benefits package with Med/Dental/FSA/401(k)/Flexible Paid Time Off.

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