This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

This role involves owning outcomes and serving as the single point of accountability for the success of our Customer Success Managers and their customer base.

• Act as a conduit of success for the Customer Success team.
• Refine and continually improve customer relationships, retention, and their experience through meaningful process improvements.
• Manage the execution of onboarding, corrective action plans, technology rollouts, environment builds, and other technical projects.
• Use existing playbooks to manage project workflows and refine them as improvements are identified.
• Identify issues early, propose mitigation paths, and escalate with clarity.
• Create meaningful relationships across customer organizations to ensure depth and stability in the account.
• Conduct structured quarterly business reviews, track KPIs, and communicate outcomes, progress, and risks.
• Use internal dashboards and available data to guide priorities.
• Monitor health indicators and expand account value by identifying upsell opportunities and ensuring contract renewals.
• Lead, support, and hold team members accountable to deadlines and standards.

Qualifications

• A minimum of 10 years of experience leading a Customer Success/Service team in a tech-focused environment (MSP-preferred).
• Deep knowledge and understanding of IT systems and platforms.
• Experience providing end-user technical support.

Requirements

• Execution-driven: You don’t pass problems along; you fix them.
• Organized & disciplined: You structure your day, know your metrics, and guide internal teams with clarity.
• Customer-focused: You know how to speak to business leaders and ensure our services and team drive real customer value.
• Accountable: You take full ownership of customer outcomes and internal execution, even when it’s messy.
• Proactive communicator: You see risk coming and address it early.
• Process-oriented but flexible: You follow the playbook but look for ways to improve and scale it.

Benefits

• Strengthen customer relationships with the authority to make things happen.
• Work at the heart of compliance, cybersecurity, and managed IT for mission-critical clients.
• Join and lead a team that values ownership, urgency, and accountability.
• Access to a complete set of tools and data.
• Work remotely in a high-performance culture.
• Be measured on execution, retention, and customer impact.

Work Environment

• A virtual work environment.
• Approximately 20% travel to customer sites and industry events.