Customer Success Manager

Duties/Responsibilities

• Serve as the primary customer relationship owner for an assigned portfolio of managed services customers.
• Build strong working relationships with customer stakeholders and decision-makers.
• Maintain awareness of customer priorities, business changes, service concerns, and satisfaction drivers.
• Act as a consistent point of contact for account-level communication, follow-up, and coordination.
• Lead regular business reviews, success check-ins, and customer cadence calls.
• Translate operational service activity, project status, support trends, and service outcomes into customer-relevant business value.
• Ensure customer conversations go beyond ticket updates and include risk awareness, service alignment, and future planning.
• Support more strategic or enterprise-like customers with higher-touch engagement and executive-level communication where needed.
• Own renewal readiness and support renewal strategy for assigned accounts.
• Identify risks to customer retention early, including service friction, unresolved concerns, disengaged stakeholders, or contract-related concerns.
• Partner with leadership, finance, sales, and internal service teams to strengthen customer positioning ahead of renewal.
• Help ensure customers have a clear understanding of service scope, expectations, and value as renewal periods approach.
• Cross-functional Coordination
• Coordinate closely with Support, Engineering, PMO, Compliance, Cybersecurity, and other internal teams to deliver a unified customer experience.
• Escalate and help manage complex account issues that could impact service confidence, executive trust, or renewal posture.
• Bring the right subject matter experts into customer conversations when technical, project, compliance, or operational depth is required.
• Track action items, internal commitments, and follow-up responsibilities across teams.
• Customer Health and Account Visibility
• Monitor customer health using a combination of operational signals, engagement trends, escalation history, stakeholder participation, and renewal posture.
• Maintain accurate account documentation, notes, risk flags, customer updates, and next steps in internal systems.
• Identify patterns and recurring issues across the portfolio and communicate actionable insights to leadership.
• Contribute to the continuous improvement of ISI’s business review standards, customer success practices, segmentation model, and health/risk reporting.
• Growth and Expansion Support
• Identify opportunities for deeper alignment, broader service adoption, and cross-functional account growth where there is a clear customer need.
• Partner with sales and leadership to support expansion conversations involving managed services, compliance support, cybersecurity, or adjacent offerings.
• Help connect customer needs to the broader value ISI can provide across service lines.

Qualifications

• 3+ years of experience in Customer Success, Account Management, Account Coordination, or a similar customer-facing role.
• Experience managing recurring customer relationships, renewals, escalations, or service-based accounts in a B2B environment.
• Strong verbal and written communication skills, with the ability to build trust across both operational and leadership-level customer contacts.
• Strong organizational skills and ability to manage multiple accounts, priorities, and follow-up actions effectively.
• Ability to work cross-functionally and influence outcomes across teams without direct authority.

Preferred Qualifications

• Experience in an MSP, outsourced IT, managed services, or service-based technology environment.
• Experience supporting customers in environments involving IT support, M365, infrastructure, cybersecurity, or compliance-related services.
• Exposure to strategic or enterprise accounts, including executive business reviews and proactive renewal planning.
• Familiarity with compliance-related concepts such as NIST, CMMC, or audit-readiness support.
• Experience with CRM, ticketing, or service management platforms such as Halo or similar tools.

Pay

The salary range for this role is $85,000-$100,000, commensurate with experience.

Schedule

Hybrid

Benefits

• A competitive salary and benefits package
• A casual, friendly, and relaxed work environment
• Professional growth encouragement and support

About the Role

Industrial Security Integrators, LLC (“IsI”) is an equal opportunity employer committed to affirmative action and diversity in the workplace. It is the policy of IsI to provide Equal Employment Opportunities (EEO) to Employees and Applicants, without regard to race, color, religion, sex, age, marital status, citizenship status, national origin, sexual orientation, gender identity, veteran status or disability or any other factor protected by law and to provide advancement opportunities for minorities, women, disabled individuals, and veterans. IsI is stronger and more effective when our workforce includes highly qualified individuals with diverse backgrounds, cultures, and traditions.