Customer Success Manager

About the role

CBTS is seeking a Customer Success Manager to serve as a trusted advisor to a portfolio of enterprise clients. In this role, you will own the post-sale customer relationship and help clients maximize the value of their CBTS solutions and services. You will partner closely with customers and internal teams to drive adoption, strengthen relationships, improve satisfaction and retention, identify opportunities for growth, and ensure clients achieve measurable business outcomes. CBTS is a technology services company specializing in cloud, networking, cybersecurity, and managed and professional services. We combine the stability and resources of an established enterprise with an entrepreneurial mindset. You'll join a collaborative, growth-focused environment where you'll have opportunities to build meaningful customer relationships, expand your technology expertise, and grow professionally. At CBTS, we believe in investing in our people and creating an environment where collaboration, innovation, ownership, and continuous development are encouraged.

Responsibilities

• Manage a portfolio of enterprise accounts, serving as the primary post-sale point of contact and trusted advisor.
• Build strong relationships with customer stakeholders and develop a deep understanding of their business objectives, priorities, and technology needs.
• Develop and execute customer success plans that align CBTS solutions and services with client goals and measurable business outcomes.
• Lead recurring customer meetings, executive business reviews (EBRs), and strategic account discussions.
• Monitor customer health, satisfaction, adoption, and engagement to proactively identify potential risks.
• Develop and coordinate strategies to address customer concerns, service challenges, and potential retention risks.
• Act as the voice of the customer internally, coordinating with Sales, Technical Support, Solutions Engineering, Finance/Billing, and other teams to resolve issues and deliver a strong customer experience.
• Partner with Account Executives to identify opportunities for account growth, including upsell and cross-sell opportunities across CBTS solutions and services.
• Support customer retention and renewal efforts by ensuring clients continue to recognize value from their partnership with CBTS.
• Maintain accurate customer records, interactions, renewal milestones, account activity, and opportunities within the CRM.
• Provide customer insights and feedback to internal teams to help improve services, processes, and the overall client experience.

Requirements

Required Qualifications

• Bachelor's degree in Business, Communications, Information Technology, or a related field, or equivalent combination of education and relevant professional experience.
• 8+ years of relevant experience in Customer Success, Account Management, Client Services, Technology Consulting, or a similar client-facing role.
• Experience managing relationships with enterprise or complex customer accounts.
• Demonstrated ability to build trusted relationships with client stakeholders and serve as a strategic advisor.
• Experience developing account plans, customer success plans, or similar