Customer Success Manager

SUMMARY OF POSITION

Through team leadership and outstanding communication regarding what matters to our customers, this role will inspire Customer Success across all of Netrio. The Customer Success Manager directly contributes to client improvement, resulting in higher client retention and team/company growth.

RESPONSIBILITIES

• Data
• Provide reporting on current and past results, renewals, upsell forecasts, and client technology
• Track leading indicators of customer health, churn, customer adoption, renewals, and upsell opportunities
• Provide actionable, fact-based research and insight that align with objections, goals, and business decisions
• Process
• Determine the timing and content of appropriate touch points for CSMs throughout the customer journey to drive optimal adoption and retention
• Detect early signals of at-risk renewals, design actions to address them, and provide paths to escalations when needed
• Identify areas for upsell and cross-selling opportunities
• Cross Functional Coordination
• Ensure clear and consistent communication channels are established between Managed IT, Cyber teams
• Coordinate cross functional processes that help meet renewal and upsell targets which include processes for CSMs to:
• Relay customer feedback
• Align with support team on resolution of major cases
• Provide feedback to Marketing on the readiness of our customers
• Help the Professional Services team overcome delays in implementation
• Manage expectations and be able to say “no”
• Maintain multiple projects and report status to team, stakeholders, customers, and leadership team
• Manage tradeoffs and be able to advise on the impact of changes in features, schedules and scope and how that impacts cost, delivery, and project objectives. Invoke change orders as needed
• Create and maintain comprehensive process documentation

SKILLS & QUALIFICATIONS

• Exceptional creative and critical thinking capabilities
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong empathy for customers paired with a passion for driving growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and data-driven mindset
• Demonstrated desire for continuous self-improvement and learning
• Excellent communication and presentation skills
• Expert knowledge across Netrio's service offerings
• 3 to 5 years previous experience in a Customer Success or sales role

PREFERRED EXPERIENCE

• Demonstrated knowledge of Managed Service Provider roles and themes
• Demonstrated technology experience/familiarity with:
• Microsoft solutions including: Azure, M365, Intune, ASR, Teams, and SharePoint
• Server technology including: Windows, Linux
• Networking technology including: Cisco, PaloAlto

Pay Range

The pay range for this role is: 60,000 - 90,000 USD per year (Golden Valley, MN)

About Netrio

Netrio is a leading MSP in North America, specializing in IT solutions for mid-market to enterprise customers. We serve over 1,000 clients across industries with services including managed IT, cybersecurity, cloud, connectivity, voice, and custom application development.