What are the responsibilities and job description for the Customer Success Manager position at All Lines Technology?
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.
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.
Responsibilities Include
- 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.