Customer Success Manager

About the role

The Customer Success Manager (CSM) at InflexionPoint, LLC is responsible for the overall health of the account, ensuring service commitments are met, renewals are secured on time, and the customer's evolving needs are understood and addressed. This role involves facilitating and coordinating technical support, acting as the primary point of contact for assigned accounts, driving contract renewals, performing resource planning, and conducting customer reviews.

Responsibilities

• Own the overall customer relationship for assigned accounts, ensuring service commitments, contract terms, and business outcomes are consistently met.
• Act as the primary point of contact for assigned customers, managing communications, expectations, and service reviews.
• Maintain a deep understanding of each customer's environment, business priorities, and evolving support needs.
• Facilitate incident response for assigned accounts, coordinating triage, prioritization, escalation, and resolution with the technical support team.
• Serve as the escalation point of contact for complex, recurring, or high-impact issues, ensuring the right technical resources are engaged.
• Lead and facilitate the RCA process for recurring or significant incidents, coordinating with the technical teams who perform the analysis.
• Own accountability for ensuring RCA’s are completed on time and to the required standard for qualifying incidents.
• Track corrective actions from RCA’s to closure and communicate outcomes and preventive steps back to the customer.
• Drive on-time renewal of managed services agreements, support contracts, and software maintenance for assigned clients.
• Proactively engage both internal teams and customers ahead of renewal dates to avoid lapses and identify risk to retention.
• Partner with sales and operations teams to identify expansion or upsell opportunities within assigned accounts.
• Understand the resource needs of assigned accounts and coordinate resource assignments with delivery and support teams.
• Identify staffing or skills gaps that could affect service delivery and escalate as needed.
• Communicate and advocate for training required by support resources required to effectively support customers.
• Conduct regular business and service reviews with assigned customers to understand their needs, evaluate satisfaction, and identify opportunities.
• Develop and maintain a Support Operations Plan with each assigned client, serving as a support run book that captures KPIs, support processes, escalation paths, and service level targets.
• Keep the Support Operations Plan current as the account and customer needs evolve.
• Define reporting requirements collaboratively with each customer and deliver agreed-upon reports to the customer on a monthly basis.
• Ensure accurate and complete documentation of incidents, resolutions, customer environments, runbooks, and known issues.
• Ensure the support team follows managed services workflows, ticketing standards, and tooling requirements to maintain data quality and reporting integrity.
• Drive usage of KMS and ensure documentation for assigned accounts is available and accurate.
• Lead onboarding and transition of new managed services customers into steady-state support operations.
• Collaborate with operations, engineering, controls, networking, cybersecurity, and delivery teams to resolve issues and improve service outcomes.
• Identify service inefficiencies, recurring non-covered work, or scope creep and escalate to the Manager of Customer Support.
• Contribute to continuous improvement initiatives, including tooling enhancements, playbooks, and support standards.
• Demonstrate ownership, accountability, and customer leadership consistent with future senior or multi-account responsibilities.
• Mentor team members on customer success practices and share knowledge across the customer success team.
• Actively develop account management and service leadership skills in preparation for expanded responsibility.

Requirements

• 5+ years of experience in customer success, account management, or technical service delivery within industrial, manufacturing, or enterprise IT/OT environments.
• Working knowledge of networking, industrial control systems, virtualization, server platforms, and enterprise infrastructure sufficient to facilitate technical conversations, without requiring hands-on troubleshooting expertise.
• Experience managing contract renewals, managed services agreements, or software maintenance agreements is strongly preferred.
• Excellent communication and relationship-management skills, with the ability to manage customer interactions in time-sensitive or high-pressure situations.
• Six-Sigma Green Belt Certification.
• Familiarity with industrial platforms such as Rockwell, Schneider, Aveva, and similar systems is a plus.
• Demonstrated ability to lead cross-functional processes (such as RCA’s) without direct authority, an ownership mindset, and interest in growing into service leadership roles.
• Comfortable working with ticketing systems, monitoring tools, and operational workflows.

Qualifications

• Must be able to sit and/or stand for prolonged hours consistent with the average workday; to operate a computer and other office equipment, including but not limited to computer, printer, etc.
• Must be able to climb stairs and/or ladders; must be able to stoop, kneel, crouch and/or crawl; must be able to move, transport, position, place, install, remove and/or replace various types of equipment; must be able to lift 50-70 lbs. unassisted.

Benefits

InflexionPoint offers a supportive and engaging work environment that demonstrates our commitment to our employees. Our employees receive competitive salary, performance-based advancement, paid time off (PTO), health benefits and 401(k) with employer match, as well as other great incentives.

Pay

$120,000 - $140,000 per year