Manager, Customer Success
On-siteCranberry Township, Pennsylvania, United States
Job Summary
Lead Strategic Business Reviews (SBRs) for All Lines Technology's largest and most complex clients, presenting operational insights, technology trends, risks, and strategic recommendations. Serve as the primary advisor by developing executive-level relationships, creating success plans to drive retention and growth, and proactively mitigating risks through consultative planning. Collaborate with Service Delivery, Professional Services, Security, Sales, and Project Management teams to align services with customer goals while analyzing health metrics and business outcomes. Requires a Bachelor's degree and five years of customer success or IT experience, with strong technical acumen in cloud, cybersecurity, and networking.
Required Qualifications
- Bachelor's Degree in Business, Information Technology, or a related field, or equivalent experience in lieu of a degree
- Minimum of 5 years of customer service, customer success, account management, or IT-related experience
- Minimum of 3 years in a customer-facing role managing client relationships
- Strong technical acumen and the ability to discuss infrastructure, cloud, cybersecurity, networking, and managed IT services
- Experience presenting to executive stakeholders and facilitating business discussions
- Excellent communication, organizational, analytical, and problem-solving skills
Desired Qualifications
- Experience working within an MSP, technology consulting, or IT services organization
- ITIL, Customer Success, Project Management, or related certifications
- Experience with CRM, ConnectWise PSA, reporting, and business intelligence platforms
- Proven success managing strategic client relationships with enterprise or mid-market organizations
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