Customer Success Account Manager

Title: Customer Success Account Manager (CSAM)

Location: Waltham, MA (Hybrid)

Position Summary:

You will own the strategic relationship and overall success of an assigned portfolio of customers. Acting as the customer’s trusted advisor, the CSAM ensures alignment between business goals and service delivery outcomes, driving retention, satisfaction, and growth.

This role is ideal for a strong customer-facing professional ready to operate at a strategic level collaborating with executives, orchestrating internal delivery teams, and developing toward enterprise account ownership.

Responsibilities:

• Strategic Relationship Ownership: Serve as the primary relationship manager and trusted advisor for assigned accounts, fostering long-term partnerships that drive measurable outcomes.
• Account Planning & Growth: Develop account plans that identify customer priorities, risks, and opportunities for service optimization, renewal, and expansion.
• Value Realization: Connect service performance and outcomes to customer business goals; lead business reviews to reinforce value and progress.
• Service Orchestration: Coordinate across internal teams (Service Delivery, Security, Engineering, and Sales) to ensure seamless execution, SLA adherence, and proactive issue resolution.
• Renewals & Growth: Manage renewal timelines, ensuring alignment between customer goals and services. Participate in upsell or cross-sell conversations to expand customer engagement and achieve assigned retention and revenue growth targets.
• Health & Risk Management: Monitor customer satisfaction, usage, and operational performance; proactively address risk indicators and escalation points.
• Customer Advocacy: Represent customer feedback internally to improve service experience, process efficiency, and product alignment.
• Strategy & Activity Documentation: Accurately maintain account notes, health indicators, and renewal activities in Salesforce (or other CRM systems) to ensure visibility, data integrity, and collaboration.

Required Education/Credentials/Qualifications/Skills:

• 3-5 years in Customer Success, Account Management, or Program Management within an MSP or MSSP environment.
• Proven ability to manage mid-to-large accounts with complex service needs and multiple stakeholders.
• Analytical and data-driven thinker skilled at identifying trends, interpreting service metrics, and building clear value stories that demonstrate ROI and business impact.
• Demonstrated success in retention and growth initiatives (renewals, cross-sell, or upsell).
• Excellent organizational skills with experience managing multiple customer engagements simultaneously.
• Confident, proactive, and accountable: able to lead through influence and collaboration.

Preferred Skills

• Familiarity with Microsoft 365, Azure, and cybersecurity or compliance frameworks.
• Understanding of managed services delivery, SLAs, and IT service management fundamentals.
• Experience preparing and leading Executive Business Reviews (EBRs).
• Business strategy acumen and comfort discussing contract or pricing structures.

Perks & Benefits - What’s in it for you?

• Comprehensive medical, dental, and vision insurance
• Employer matched 401(k) plan
• 100% Short-Term/Long-Term Disability coverage, Life and AD&D coverage, and Critical illness coverage
• Recognition and rewards, including score-card performance bonus, and service award bonus
• Competitive PTO policy
• Community involvement and volunteer opportunities
• Professional certification reimbursement for relevant career development
• Give back while getting paid with dedicated volunteer time

About Bulletproof

At Bulletproof, we help organizations stay secure, compliant, and future-ready through Microsoft-powered technology solutions and managed services. For more than 20 years, we've partnered with public sector organizations, regulated industries, and commercial businesses across North America to reduce risk, modernize operations, and drive measurable outcomes. As a trusted Microsoft solutions partner, we combine deep expertise in cybersecurity, cloud, compliance, and managed services with a people-first culture that values growth, innovation, and meaningful impact.

Equal Opportunity Statement:

Bulletproof is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Bulletproof is also committed to compliance with all fair employment practices regarding citizenship and immigration status.