Customer Success Manager
On-site · Miami, Florida, United States
Job Summary
Customer Success Manager at Guardz owning a portfolio of MSP accounts post-sales from onboarding through renewal and expansion. Lead onboarding and business reviews, monitor adoption, use health scores and AI-generated insights to prioritize outreach and resolve at-risk accounts, and identify expansion opportunities with Sales. Pilot AI-enabled CS workflows and help build scalable playbooks and processes. Requires 5+ years in a B2B SaaS CS/Account Management role, proven book-of-business management, data-driven decision making, strong communication and presentation skills, and familiarity with MSPs/MSSPs or technology resellers; experience with CS platforms (Totango, ChurnZero, Gainsight) and AI tooling is a plus.
Required Qualifications
- 5+ years in Customer Success, Account Management, or a related post-sales role in B2B SaaS
- Proven ability to manage a book of business — driving retention, spotting expansion, and owning outcomes
- Comfort using data, dashboards, and customer signals to prioritize work and make decisions
- Strong written and verbal communication, with the ability to build trust with owners, technical leads, and decision-makers
- Strong presentation and facilitation skills across trainings, business reviews, and executive conversations
- High agency and follow-through: you close loops, keep commitments, and hold yourself accountable
- Experience with MSPs, MSSPs, channel partners, or technology resellers
- Hands-on use of AI tools as part of a CS workflow (Claude a plus)
- Familiarity with customer success platforms such as Totango, ChurnZero, or Gainsight
- Comfort with health scoring, churn-risk analysis, and customer journey mapping
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