Customer Success Manager - Managed Business Services

The Customer Success Manager (CSM) for Managed Business Services is the primary owner of the customer relationship post-implementation, responsible for ensuring customers realize measurable value from our managed services offerings. This role blends strategic partnership, operational execution, and proactive service management to drive retention, satisfaction, and long-term growth.   Unlike traditional CS roles, this position requires a strong ability to orchestrate ongoing service delivery, manage expectations, and translate customer outcomes into clear success metrics. The CSM serves as the voice of the customer while ensuring commitments are met consistently and at scale.  Key Responsibilities:

Customer Value & Relationship Management

• 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

Service Delivery Oversight

• 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

Adoption, Retention & Growth

• 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

Data, Reporting & Continuous Improvement

• 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)

Qualifications

• • 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

  What Success Looks Like in This Role

  • Customers consistently meet or exceed contracted service outcomes
  • High renewal rates and strong customer advocacy
  • Proactive risk identification and resolution
  • Clear, repeatable success motions that scale across the managed services portfolio