Note: The job is a remote job and is open to candidates in USA. CBTS partners with mid-market and enterprise clients across North America to deliver technology solutions that move their businesses forward. The Customer Success Manager owns a portfolio of enterprise accounts, serving as a trusted post-sale advisor while driving adoption, satisfaction, retention, and growth. The role develops success plans, monitors account health, coordinates issue resolution, and identifies expansion opportunities.
Responsibilities
- Serve as the primary post-sale point of contact and trusted advisor for a portfolio of enterprise accounts
- Develop and execute tailored success plans that align CBTS solutions to each client's KPIs and business outcomes
- Lead regular cadence calls, executive business reviews (EBRs), and on-site visits to demonstrate value and deepen relationships
- Monitor account health dashboards, proactively flag risk indicators, and partner with Sales and Support on mitigation strategies
- Drive net revenue retention by identifying expansion opportunities and collaborating with Account Executives on upsell and cross-sell
- Advocate for clients internally, coordinating cross-functional resolution of escalated service issues
- Keep CRM records accurate and current, including interaction logs, renewal milestones, and opportunity pipeline data
Skills
- CRM Platforms (Salesforce or equivalent)
- Customer Communication & Correspondence
- Renewal & Retention Management
- Microsoft Office / M365 Suite
- Account Planning & Success Plan Development
- Customer Success Platforms
- Data Analysis / Reporting
- IT Services & Managed Services
Benefits
- Certain positions may also be eligible for additional compensation such as discretionary merit increases, bonuses, or sales-based variable compensation in accordance with applicable plans and role requirements.
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