Customer Success Manager

About the role

Soni is partnering with a growing professional services organization seeking a Customer Success Manager to own strategic customer relationships within a technical services environment. This person will be the primary client contact, manage escalations, lead service reviews, coordinate internal teams, and help drive retention and long-term account growth.

Responsibilities

• Own day-to-day customer relationships
• Serve as primary point of contact for assigned accounts
• Lead customer meetings, service reviews, and follow-up
• Coordinate internal teams around customer needs and escalations
• Drive issues through resolution and maintain strong communication
• Develop account plans, reporting, KPIs, and service expectations
• Support renewals, retention, and account growth
• Identify opportunities to improve the overall customer experience
• Travel to customer locations as needed

Requirements

• 5+ years of Customer Success, Account Management, Client Services, Professional Services, or related experience
• Experience supporting customers in a technical, industrial, engineering, or complex services environment
• Strong customer relationship and account ownership experience
• Experience managing escalations or challenging customer situations
• Strong communication, presentation, and executive presence
• Ability to coordinate cross-functional teams
• Strong ownership, urgency, and follow-through
• Comfortable traveling throughout the Northeast as needed

Skills

• Controls / automation industry exposure
• Power generation experience
• Industrial or manufacturing environment experience
• PLC, DCS, SCADA, or related controls exposure
• Rockwell, Schneider, Aveva, or similar platforms
• Managed services / support contract experience
• Six Sigma or process improvement background

Pay

$120,000 - $140,000