Customer Success Manager (IT)

We are looking for an experienced and dynamic Customer Success Manager to head our customer success team. This role is pivotal in driving customer satisfaction, retention, and growth by leading a team of success managers and ensuring our clients achieve maximum value from our IT solutions. The ideal candidate combines strong leadership skills with deep technical and business acumen.
Key Responsibilities
1. Leadership & Team Management
Lead, mentor, and develop a team of Customer Success Managers.
Establish best practices, processes, and KPIs for customer success.
Foster a culture of accountability, collaboration, and continuous improvement.
Track and drive activities to achieve financial KPIs.
2. Strategic Customer Engagement
Oversee onboarding, adoption, and retention strategies for key accounts.
Build executive-level relationships with clients to ensure long-term success.
Act as an escalation point for complex customer issues.
3. Customer Success Strategy
Define and implement scalable customer success frameworks.
Collaborate with delivery teams to align customer needs with company goals.
Drive initiatives to improve customer satisfaction scores and increase customer spending.
4. Revenue Growth & Retention
Identify opportunities for upselling and cross-selling service offerings.
Follow through with renewals and expansion deals.
Monitor account health and proactively mitigate churn risks.
5. Data-Driven Insights
Analyze customer usage data and feedback to inform service improvements and identify upsell opportunities.
Provide regular reports to senior leadership on customer success metrics.
Use insights to refine strategies and enhance customer experience.
What You'll Need
5+ years of experience in customer success, account management, or IT consulting, with at least 2 years in a leadership role.
Strong understanding of managed services, End User Computing solutions and financial P&L concepts.
Proven track record of managing teams and driving customer retention.
Excellent communication, negotiation, and stakeholder management skills.
Proficiency with Excel, CRM and ITSM platforms.
Desired Attributes
Visionary leader with a customer-first mindset.
Analytical thinker who leverages data to drive decisions.
Skilled at balancing strategic planning with hands-on execution.
Collaborative and adaptable in a fast-paced IT environment.

Employment type
Full-time

Work arrangement
No