Customer Success Manager

Job Responsibilities

• Build relationships with assigned clients, which includes being involved in any customer calls, ranging from onboarding calls, quarterly review calls and more.
• Establish a trusted and strategic advisor relationship to help drive high levels of customer satisfaction.
• Maintain and implement customer success strategies and best practices by utilizing regular “check-ins” for consistent communication.
• Serve as escalation point for client issues, and work to involve any necessary departments and management teams as needed.
• Communicate effectively with both internal and external senior level management to understand client needs, maximize retention and growth, and communicate learnings.
• Help maintain accurate documentation including creating a runbook for each change order, specific self-help guides, important documents and contacts.
• Stay informed on the customer account details and work to ensure contact information and other pertinent details are updated accordingly.
• Audit account services to ensure billing and details are on point, open tickets as needed for any adjustments.
• Provide access to online billing portal and answer questions regarding billing amounts and service inquiries.

Qualifications

• 2 – 5 years of experience as a Customer Service Manager, Customer Service Representative or Customer Service-related role.
• Familiarity with Microsoft applications (Outlook, Teams, Excel, Word, SharePoint).
• Experience working with ticketing systems (ConnectWise preferred).
• Preferred Qualifications: Experience at a Managed IT Services Provider (MSP) preferred.
• Strong organizational and time management skills.

Pay

Base salary $75,000 - $80,000

Schedule

Hybrid

Benefits

• Comprehensive health, dental, and vision coverage
• 401(k) with company match
• Generous PTO and flexible work environment
• Engaging company events supporting work-life balance
• Volunteer and donation opportunities to support the community