What are the responsibilities and job description for the Customer Success Manager position at All Lines Technology Inc?
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Position Overview We are seeking an experienced Customer Success Manager (CSM) to join our Customer Success organization. This strategic, customer-facing role is responsible for managing relationships with All Lines Technology's largest and most complex clients, serving as a trusted advisor who aligns technology investments with business objectives and drives long-term customer success. |
Job Summary
The Customer Success Manager partners with customer executives, IT leadership, and internal teams to identify opportunities, mitigate risks, improve customer outcomes, and strengthen strategic partnerships. A key responsibility of this role is leading Strategic Business Reviews (SBRs), delivering data-driven insights, technology recommendations, and actionable plans that support customer goals.
Success in this position requires strong business acumen, technical aptitude, executive presence, and a passion for building long-term customer relationships.
Key Responsibilities
Customer Success Manager (CSM)
- Serve as the primary strategic advisor for an assigned portfolio of top-tier and complex clients.
- Develop executive-level relationships and maintain a deep understanding of customer business objectives, technology environments, and success metrics.
- Lead Strategic Business Reviews (SBRs), presenting operational insights, technology trends, risks, opportunities, and strategic recommendations.
- Create and execute customer success plans that drive retention, satisfaction, adoption, and long-term partnership growth.
- Act as the voice of the customer by proactively identifying risks, addressing concerns, and coordinating internal resources to ensure successful outcomes.
- Collaborate with Service Delivery, Professional Services, Security, Sales, and Project Management teams to align services with customer goals.
- Analyze customer health, service trends, project performance, and business outcomes to recommend improvements and strategic initiatives.
- Support customer retention and growth through consultative planning and trusted-advisor relationships.
Required Qualifications
- Bachelor's Degree in Business, Information Technology, or a related field, or equivalent experience in lieu of a degree.
- Minimum of 3 years of customer service, customer success, account management, or IT-related experience required.
- Minimum of 2 years in a customer-facing role managing client relationships required.
- 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.
Preferred 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.
Compensation & Benefits
- Medical, dental, and vision insurance plans.
- Company-paid life insurance and long-term disability coverage.
- Optional supplemental benefits.
- Paid time off (PTO) starting in your first year of employment.
- Seven (7) paid holidays annually.
- 401(k) plan with safe harbor match, including both traditional and Roth options.
- Business casual office environment.
- Employee referral program with bonus opportunities.
-Direct Applicants Only - No Third-Party Recruiters-