Customer Success Manager

About Itential

Itential is the leading platform for automation and orchestration within network and infrastructure domains. We enable enterprises and service providers to automate their operations through both deterministic and agentic orchestration — giving operators precise control where it is needed and intelligent automation where it is possible. Our platform — including FlowAI, FlowMCP, and our orchestration studio — is trusted by the world’s largest carriers, financial institutions, and enterprises to accelerate and de-risk their transformation journeys.

About The Role

Itential is seeking a Customer Success Manager to join our Customer Success Team. In this role, you will serve as a strategic partner and trusted technical advisor to some of the world’s largest network operators, guiding them through multi-year automation transformation journeys on the Itential platform. You will own the full customer lifecycle, from onboarding through adoption, expansion, and renewal, building deep relationships with executive and operational stakeholders and ensuring customers realize continuous, measurable value from their investment. As the voice of the customer, you will collaborate closely with Sales, Professional Services, Product, and Engineering to champion customer needs and drive a customer-centric culture at Itential.

What You Will Do

• Serve as the primary strategic partner and trusted advisor to customers throughout the full lifecycle, from onboarding and adoption through expansion and renewal, with stage-appropriate engagement at each phase
• Proactively establish, build, and maintain strong relationships with executive and operational stakeholders across each account, systematically capturing business objectives and ensuring customers achieve measurable value at every lifecycle stage
• Collaborate with Sales counterparts on account planning to align on customer objectives, identify expansion opportunities, and build a shared strategy for renewal and growth
• Proactively escalate and drive resolution of technical and relationship risks by coordinating across Product Support, Professional Services, Engineering, and Product Management, serving as the customer’s internal advocate
• Maintain accurate, up-to-date account data in Salesforce and JIRA, including health indicators, risk flags, open opportunities, and engagement history, to ensure full visibility across internal stakeholders
• Proactively drive customer enablement through structured onboarding activities and ongoing product adoption sessions, ensuring customers are advancing their maturity on the platform at each lifecycle stage
• Serve as the primary point of coordination between customers and internal teams, proactively communicating status, managing expectations, and ensuring follow-through on commitments
• Monitor accounts for changes in product usage, objectives, personnel, financial conditions, or competitor involvement that may affect the customer’s ongoing use or satisfaction with Itential’s products or services
• Introduce customers to new platform capabilities, features, and applications, drawing on cross-customer insights and product knowledge to surface what other organizations are building with Itential and how those patterns could apply to their environment
• Proactively deliver product roadmap updates, release highlights, and new feature guidance to customers, framing capabilities in the context of their specific automation goals to drive continued platform adoption
• Identify and qualify expansion opportunities, including new use cases, additional products, or broader platform adoption, and partner with Sales to progress them to commercial outcomes
• Lead Executive Business Reviews (EBRs) independently, including preparation, facilitation, and follow-through on documented outcomes
• Proactively manage at-risk accounts by identifying churn signals early, documenting root cause in Salesforce, and partnering with CS leadership on resolution strategies when needed

Requirements

• 3–5+ years in a Customer Success or customer-facing role, with at least 3 years of experience in a network, automation, or enterprise software environment
• Technical background in networking, network automation, or IT, gained through formal education or hands-on professional experience
• Demonstrated track record of driving product adoption and measurable customer outcomes in a B2B enterprise environment
• Exceptional ability to communicate, identify risks, and proactively drive resolutions
• Working knowledge of network automation concepts and technologies; familiarity with platforms such as the Itential Automation Platform (IAP), Ansible, Terraform, or Cisco NSO is strongly preferred. Ability to discuss integration patterns (ServiceNow, NETCONF/REST, Git-based workflows) and common automation use cases such as configuration compliance, change automation, and service provisioning
• Knowledge of IT key concepts (network management, infrastructure, software development, cloud computing, etc.)
• Strong time management, accountability, and personal organization
• Experience analyzing and optimizing existing processes in the Customer Success department
• Strong customer empathy and the ability to proactively surface and advocate for customer needs, translating feedback into actionable input for Product and Engineering
• Experience with the Microsoft Office Suite (Word, Excel, PowerPoint); Salesforce; JIRA; and Confluence
• Genuine enthusiasm for network automation and emerging technology, with the ability to translate complex concepts for audiences with varying levels of technical expertise

Physical Demands & Work Environment

• Physical Requirements: Sitting: Constantly (6-8 hours per day) for computer work, meetings, and customer calls
  Standing/Walking: Occasionally for team meetings and customer presentations
  Lifting: Occasionally lift/carry up to 15 pounds (project materials, equipment)
• Vision: Constantly use close vision for computer work, documentation, and reporting
  Hearing: Frequently for customer calls, team meetings, and stakeholder communications
  Communication: Constantly communicate with customers, engineering teams, and executive management
  Manual Dexterity: Constantly use hands/fingers for keyboard use and documentation
• Work Environment: Location: United States
  Noise Level: Typical office or home office environment with frequent meetings and calls
  Technology: Salesforce, JIRA, Confluence, Microsoft Office Suite (Word, Excel, PowerPoint), and video conferencing software