Job Description:
• Serve as the primary point of contact for assigned managed services customers, owning the overall relationship and success plan
• Develop and maintain customer success plans aligned to contracted services, business objectives, and desired outcomes
• Lead regular customer touchpoints (QBRs, monthly check-ins, service reviews) focused on value realization and performance
• Act as a trusted advisor, helping customers optimize usage and outcomes from managed services
• Partner closely with managed services delivery, operations, and support teams to ensure consistent, high-quality execution of managed services
• Monitor service performance against SLAs, KPIs, and contractual commitments
• Proactively identify risks to delivery, adoption, or satisfaction and drive mitigation plans
• Coordinate escalations and ensure timely resolution of issues impacting customer experience
• Drive adoption of managed services offerings and best practices to maximize customer outcomes
• Identify expansion and upsell opportunities in partnership with Sales and Account Management (CS qualified leads)
• Support renewal processes by demonstrating realized value and service performance
• Advocate for customer needs internally to influence service enhancements and roadmap priorities
• Track and report on customer health, service metrics, and success outcomes
• Leverage customer feedback, usage data, and performance trends to drive continuous improvement
• Contribute to the development of scalable processes, playbooks, and best practices for managed services CS
• Maintain accurate customer records and activity tracking in CRM (e.g., Salesforce, Gainsight)
Requirements:
• 5+ years of experience in Customer Success or Account Management - preferably in a managed services or SaaS environment
• Strong understanding of SLAs, service metrics, and operational delivery models
• Proven ability to manage multiple customers and priorities in a fast-paced environment
• Excellent communication and stakeholder management skills, including executive-level engagement
• Experience driving customer retention and satisfaction through proactive engagement
• Experience with Gainsight platform and CRM tools (preferably Salesforce)
• Demonstrated experience using generative AI tools (e.g., ChatGPT, Copilot, Claude, Gemini) to improve productivity, decision‑making, or problem solving in a professional or personal context.
• Bachelor’s degree required
Benefits:
• Unlimited PTO for salaried employees – because flexibility fuels success
• Comprehensive medical, dental, and vision coverage
• Health Savings & Flexible Spending Accounts
• 401(k) with company match to invest in your future
• Volunteer Time Off (VTO) to give back to causes you care about
• Life and pet insurance for peace of mind
• Employee Assistance & Mental Health Programs
• Charitable giving opportunities
• Professional coaching and career development
• …and much more.