Purpose and Scope
The Customer Success Manager (CSM) is responsible for ensuring customers receive ongoing value from our managed services. This role acts as the primary relationship manager for assigned clients, helping align IT services with business goals while maintaining high levels of satisfaction and retention.
The CSM serves as a liaison between clients and internal technical teams to ensure service delivery meets expectations; issues are addressed proactively, and opportunities for improvement are identified.
This role also leads Quarterly Business Reviews (QBRs) and coordinates customer-wide communications, including service updates, maintenance notices, and important operational changes.
Responsibilities
Customer Relationship Management
- Serve as the primary relationship manager for assigned managed service clients.
- Develop strong, trusted relationships with client stakeholders and leadership.
- Ensure customers understand the services they receive and the value delivered.
- Monitor client satisfaction and address concerns proactively.
- Work alongside the Service Desk Manager and Account Managers to prepare and build out Quarterly Business Reviews for assigned clients.
- Design and develop Quarterly Business Review presentations using PowerPoint, highlighting key service performance and strategic insights.
- Plan, prepare, and lead Quarterly Business Reviews (QBRs) with client stakeholders.
- Present service performance metrics including ticket trends, response times, uptime, SLA adherence, and overall service performance.
- Review completed projects, upcoming initiatives, and service improvement opportunities.
- Identify risks, service gaps, recurring issues, or optimization of opportunities within the client environment.
- Document action items, recommendations, and follow-up tasks, coordinating with internal teams to ensure completion.
- Own and coordinate client communication during service incidents, ensuring timely updates, clear messaging, and proper follow-up with affected stakeholders.
- Partner with technical teams to ensure incident updates and resolutions are communicated clearly to clients.
- Coordinate customer-wide communications such as maintenance notifications, service updates, and operational changes.
- Help drive client retention, contract renewals, and expansion opportunities by identifying areas where additional services or improvements can benefit the client.
- Work alongside Account Managers and leadership to identify growth opportunities within existing customer environments.
- Provide insights from client interactions that may lead to service improvements or additional managed services offerings.
- Report significant service issues, risks, or team performance concerns to the Service Delivery Manager in a timely manner.
Quarterly Business Reviews (QBRs)
- Work alongside the Service Desk Manager and Account Managers to prepare and build out Quarterly Business Reviews for assigned clients.
- Design and develop Quarterly Business Review presentations using PowerPoint, highlighting key service performance and strategic insights.
- Plan, prepare, and lead Quarterly Business Reviews (QBRs) with client stakeholders.
- Present service performance metrics including ticket trends, response times, uptime, SLA adherence, and overall service performance.
- Review completed projects, upcoming initiatives, and service improvement opportunities.
- Identify risks, service gaps, recurring issues, or optimization of opportunities within the client environment.
- Document action items, recommendations, and follow-up tasks, coordinating with internal teams to ensure completion.
Customer Communication & Incident Coordination
- Own and coordinate client communication during service incidents, ensuring timely updates, clear messaging, and proper follow-up with affected stakeholders.
- Partner with technical teams to ensure incident updates and resolutions are communicated clearly to clients.
- Coordinate customer-wide communications such as maintenance notifications, service updates, and operational changes.
- Help drive client retention, contract renewals, and expansion opportunities by identifying areas where additional services or improvements can benefit the client.
- Work alongside Account Managers and leadership to identify growth opportunities within existing customer environments.
- Provide insights from client interactions that may lead to service improvements or additional managed services offerings.
- Report significant service issues, risks, or team performance concerns to the Service Delivery Manager in a timely manner.
Account Growth & Retention
- Help drive client retention, contract renewals, and expansion opportunities by identifying areas where additional services or improvements can benefit the client.
- Work alongside Account Managers and leadership to identify growth opportunities within existing customer environments.
- Provide insights from client interactions that may lead to service improvements or additional managed services offerings.
- Report significant service issues, risks, or team performance concerns to the Service Delivery Manager in a timely manner.
This job description does not list all duties of the job. You may be asked by management to perform other duties.
Management has the right to revise this job description at any time. This job description does not constitute a contract for employment.
