What are the responsibilities and job description for the Customer Success Manager position at Assured Data Protection?
Location: Herndon, VA (3 days per week in-office)
Position: Customer Success Manager
Job Type: Full-time
Assured Data Protection is a global leader in data backup and disaster recovery managed services, specializing in safeguarding against data loss and downtime in the event of a disaster, cyber, or ransomware attack. Our fully managed services include immutable backup, disaster recovery, and cyber resiliency to protect data on-premises and in the cloud, with 24/7/365 expert support.
We offer a flexible, consumption-based model to grow with your business, making data protection cost-effective and scalable. Our purpose-built software provides industry-leading monitoring and reporting capabilities to provide actionable insights into your data protection strategy. Our global data centers ensure data sovereignty, meeting your organization’s compliance requirements. A dedicated team is always available to recover your data and minimize disruption in the event of a disaster.
Job Summary
The Customer Success Manager (CSM) owns the post-sale relationship and is responsible for driving customer satisfaction, adoption, and long-term success by ensuring customers realize the full value of Assured’s solutions. The CSM manages a portfolio of customer accounts, serves as the primary point of contact for inquiries and support needs, proactively monitors account health through regular customer touchpoints and Quarterly Service Reviews (QSRs), The CSM cultivates long-term, trusted customer relationships while identifying opportunities for growth and expansion
Key Responsibilities
Position: Customer Success Manager
Job Type: Full-time
Assured Data Protection is a global leader in data backup and disaster recovery managed services, specializing in safeguarding against data loss and downtime in the event of a disaster, cyber, or ransomware attack. Our fully managed services include immutable backup, disaster recovery, and cyber resiliency to protect data on-premises and in the cloud, with 24/7/365 expert support.
We offer a flexible, consumption-based model to grow with your business, making data protection cost-effective and scalable. Our purpose-built software provides industry-leading monitoring and reporting capabilities to provide actionable insights into your data protection strategy. Our global data centers ensure data sovereignty, meeting your organization’s compliance requirements. A dedicated team is always available to recover your data and minimize disruption in the event of a disaster.
Job Summary
The Customer Success Manager (CSM) owns the post-sale relationship and is responsible for driving customer satisfaction, adoption, and long-term success by ensuring customers realize the full value of Assured’s solutions. The CSM manages a portfolio of customer accounts, serves as the primary point of contact for inquiries and support needs, proactively monitors account health through regular customer touchpoints and Quarterly Service Reviews (QSRs), The CSM cultivates long-term, trusted customer relationships while identifying opportunities for growth and expansion
Key Responsibilities
- Build and maintain strong relationships with your customers while ensuring their needs are being met in a timely manner.
- Conduct regular Service Reviews to identify potential issues, understand customers current and future plans, and discover opportunities for upselling services that align with the customers’ needs.
- Monitor accounts and proactively address any issues, escalating as needed, while also surfacing opportunities for improvement.
- Resolve complex customer problems or disputes in a professional manner.
- Support proactive marketing campaigns to keep customers informed about product updates and best practices.
- Keep records and documentation of customer interactions.
- Bachelor’s degree
- 2-5 years of experience in customer success, account management, or a strategic customer-facing role (preferably in SaaS or technical industry).
- Strong verbal and written communication skills, strategic planning, and project management
- Strong analytical, problem-solving, and conflict-resolution abilities.
- Proficiency with CRM systems (e.g., ChurnZero, HubSpot, or Salesforce)
- Analytical and process-oriented mindset
- Ability to work effectively across multiple departments in a deadline-driven environment
- Active team player, self-starter, who can quickly adjust priorities
- Ability to learn new software tools on the job
- Understanding of subscription business models
- Experience in Customer Success or Customer Support
- Competitive salary and performance-based incentives.
- Comprehensive benefits package, including health, dental, and vision insurance.
- 401K program with company matching.
- A dynamic, inclusive, and collaborative work environment.
- Hybrid work schedule requires an in-office presence with remote work flexibility.