Customer Success Manager

Job Purpose

As a Customer Success Manager at Centerlogic you will play a key role in ensuring high levels of customer satisfaction and retention. This role acts as the primary point of contact post-sales ensuring the delivery of exceptional IT services aligned with client goals. You will partner with service delivery teams, manage client communications, and proactively identify opportunities for improvement and growth.

Key Responsibilities

Client Relationship Management:

• Lead the customer journey post sale from onboarding through adoption, retention and expansion
• Build strong relationships with stakeholders to ensure satisfaction and trust
• Conduct regular check-ins, QBRs (Quarterly Business Reviews), and performance reviews
• Manage client expectations and ensure alignment with service commitments.

Service Delivery Oversite:

• Collaborate with Sales, Support, Procurement and Service Teams to ensure a seamless customer experience
• Drive customer retention and satisfaction metrics such at NPS and CSAT
• Assist with escalation and help coordinate technical resources when needed
• Oversee and monitor all open projects ensuring that we are meeting deadlines

Communication:

· Serve as the first point of contact between our clients and service teams

· Keep our clients informed of the status of their services request and what the expected resolution time might be.

· Monitor customer health scores, usage analytics, and feedback to proactively address risks and identify opportunities for growth

· Act as the voice of our clients within the organization, advocating for their needs and leading team improvement

Qualifications:

· High school diploma or equivalent; bachelor’s degree in information technology or related field is a plus

· 3-5 years of experience in customer success, account management, or service delivery role within an MSP or software company

· Ability to work independently as well as part of a team

· Strong interpersonal, communication and relationship building skills

· Aptitude for problem solving with a customer first mindset

• Excellent communication and relationship-building skills, with the ability to engage both technical and non-technical stakeholders.
• Strong organizational skills and ability to manage multiple client relationships simultaneously.

Deliverables and Metrics:

· Demonstrates a commitment to providing exceptional customer service

· Maintain regular business reviews

· Collaborate effectively with others to achieve customer satisfaction and company goals

· Continuous learning and professional development

· Adherence to all administrative tasks being complete and submitted on time.

· Team Collaboration – Participate in team meetings and contribute to team initiatives 

· Track and share customer success stories or outcomes

· Provide Quarterly customer success reports

· Gather customer feedback for product or service improvement

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Internet reimbursement
• Paid time off
• Vision insurance

Work Location: In person

Salary : $65,000