Customer Success Manager

About the role

This is a full-time onsite role in Tampa, Florida.

What You’ll Do

• Support the Customer Lifecycle
• Manage a portfolio of customers through onboarding, ongoing service delivery, renewals, and service expansions.
• Cook up Customer Onboarding & Enhancements
• Support the on-time activation of customer services, including implementations and enhancements, by coordinating with internal delivery teams.
• Execute contract renewals and assist with service expansion opportunities, including coordinating pricing, documentation, and internal approvals.
• Identify Growth Opportunities
• Recognize opportunities to expand customer relationships through additional services, optimizations, or solution enhancements aligned with customer needs.
• Lead Customer Communication & Reporting
• Contribute to customer reporting, periodic business reviews, and satisfaction surveys to support value-based conversations.
• Assist in Risk Awareness & Continuous Improvement
• Absorb identification of delivery risks, gather information, and contribute to process improvements that enhance Customer Success outcomes.
• Participate in Pre-Sales for Existing Customers
• Support pre-sales opportunity reviews for expansion opportunities to gain familiarity with proposed solutions and delivery requirements.

What You Bring

• You’re customer-focused and growth-minded, with an interest in renewals and add-on sales.
• You have a solid foundation in cybersecurity or IT services.
• You’re organized, detail-oriented, and comfortable managing multiple priorities.
• You collaborate well across Sales, Engineering, and Operations.
• You’re confident participating in commercial and value-based customer conversations.

Core Skills & Attributes

• A customer-first mindset with attention to detail
• Strong time-management and prioritization skills
• Ability to work independently and collaboratively
• High integrity, adaptability, and sound judgment

Qualifications

• Bachelor’s degree or equivalent experience in Cybersecurity, IT, or a related field
• 3–5 years of experience in Customer Success, Account Management, or a technical customer-facing role
• Experience in a Managed Services or Managed Security Services (MSSP) environment preferred
• Understanding of the “as-a-service” delivery model
• Strong communication, organization, and problem-solving skills

Benefits

At Digital Hands, employees enjoy competitive compensation and benefits, training opportunities, personal skills development, and opportunities for professional advancement across the organization.