Note: The job is a remote job and is open to candidates in USA. XTIUM provides digital transformation solutions and managed IT services focused on helping customers achieve meaningful business outcomes. The Senior Customer Success Manager owns relationships across large and complex managed accounts, driving customer satisfaction, retention, referenceability, and growth through strategic engagement, service oversight, and cross-functional collaboration.
Responsibilities
- Own the overall client relationship and serve as the primary point of contact for assigned accounts, ensuring accountability and clear escalation paths
- Cultivate strong executive relationships and identify opportunities for account growth and renewal
- Establish and maintain a structured communication cadence with customers, internal teams, and partners ensuring smooth operations and timely deliverables (status calls, service reviews, SBRs)
- Drive revenue retention and growth by identifying expansion, upsell, and cross-sell opportunities in partnership with Sales
- Maintain deep understanding of customer contracts (MSAs, SLAs, SOWs) to ensure delivery aligns with commitments and financial expectations
- Lead service and strategic business reviews, articulating value delivered, risks, and forward-looking recommendations
- Leverage internal health, risk, and usage metrics to proactively identify issues and drive corrective actions
- Coordinate cross-functional teams to resolve issues, improve service quality, and deliver against customer outcomes
- Partner with Finance and Operations to ensure billing accuracy, inventory alignment, and invoice integrity
- Act as the “voice of the customer” internally, advocating for service improvements and operational maturity
- Lead service reviews and ensure XTIUM delivers or exceeds on all contractual obligations
- Address customer inquiries, resolve issues promptly, and collaborate with internal teams to ensure satisfaction
Skills
- Strong leadership, technical, operations, business, and financial acumen to navigate conversations with customers to solve business challenges
- Demonstrated strong experience in Customer Success, Service Delivery, Account Management, and Solution Sales (Minimum 4+ years of relevant experience)
- Passion for quality customer service, acting as an advocate internally for the customer and externally for XTIUM
- Strong aptitude for working independently and with technical and non-technical teams to achieve customer satisfaction outcomes and service growth
- Excellent communication skills, including written, verbal, and interpersonal, with the ability to communicate effectively with individuals at all seniority levels, including C-level executives
- Proven ability to build and maintain strong relationships with clients and manage complex accounts
- Technical proficiency with cloud, IT services, and related technologies; able to engage in meaningful conversations about technical solutions
- Demonstrated problem-solving skills, with the ability to handle challenging situations and find effective solutions quickly
- Strong organizational skills with the ability to manage multiple priorities and accounts simultaneously
- Relevant certifications such as Certified Customer Success Manager (CCSM), ITIL, PMP, or other industry-related credentials preferred
Benefits
- Medical coverage
- Dental coverage
- Flexible Spending Account (FSA)
- 401(k)
- Flexible Paid Time Off
Company Overview