What are the responsibilities and job description for the Customer Success Manager position at AGS?
Role Overview
As a Customer Success Manager, you will manage a portfolio of strategic customer accounts and partner closely with an Account Executive and a Systems Engineer (SE) to ensure successful deployment, adoption, and long‑term value realization of our solutions. You will act as a trusted advisor, deeply understanding customer goals, proactively guiding them through their journey, and driving strong advocacy and expansion opportunities.
You will also help shape the future of Customer Success by identifying improvement areas, building scalable frameworks, and contributing to the evolution of processes and best practices.
This role is based in our Coppell Headquarters, with occasional customer travel as needed.
Key Responsibilities
• Serve as the primary point of contact for assigned customers, ensuring a seamless and high‑quality experience throughout their lifecycle.
• Build and maintain strong relationships with stakeholders from C‑level executives to technical SMEs and project managers.
• Provide proactive guidance to help customers maximize the value of our products and achieve their business objectives.
• Ensure technical support issues are properly managed and resolved in partnership with Support and SE teams.
• Conduct regular check‑ins, QBRs, and strategic reviews to track progress against customer goals.
• Collaborate cross‑functionally with Sales, R&D, Marketing, and Support to deliver a cohesive customer experience.
• Operate independently with a proactive, self‑sufficient approach while meeting performance metrics and runbook expectations.
• Identify upsell and cross‑sell opportunities across product modules and user expansion.
• Monitor customer usage and engagement, providing insights and recommendations to drive deeper adoption.
• Manage onboarding, training, and enablement programs tailored to various user personas.
• Address and resolve customer issues quickly and effectively.
• Collect, analyze, and manage customer feedback and feature requests to support continuous product improvement.
• Identify renewal risks early and collaborate internally to develop and execute remediation plans.
Qualifications
• Bachelor’s degree in Computer Science, Business, or a related field.
• 2–10 years of experience in Customer Success, Account Management, Service Delivery, or similar roles within the software industry.
• Experience operating in a high‑touch or mid‑touch model (typically fewer than 20 accounts per CSM).
• Strong project management skills, including project planning and stakeholder reporting.
• Understanding of cybersecurity principles.
• Excellent interpersonal and communication skills with the ability to build trust and rapport.
• Strong analytical and problem‑solving abilities.
• Ability to manage multiple customers and projects simultaneously.
• Highly proactive, results‑oriented mindset with exceptional follow‑through and attention to detail.
•Ability to work both independently and collaboratively.
• Proficiency with CRM tools such as Salesforce
Salary : $130,000 - $144,000