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 to executive stakeholders. Serve as the primary advisor for a portfolio of top-tier accounts, developing executive-level relationships and maintaining deep understanding of customer business objectives, technology environments, and success metrics. Create and execute customer success plans that drive retention, satisfaction, adoption, and long-term partnership growth while proactively identifying risks and coordinating internal resources across Service Delivery, Professional Services, Security, Sales, and Project Management teams. Analyze customer health, service trends, and project performance to recommend improvements and align services with customer goals.
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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