Customer Success Manager

Job Description

Job Description

People Driven Technology, Inc is a fast-growing, family-owned technology integrator delivering innovative IT outcomes across the Midwest. With decades of combined experience in business, technology, and engineering, we focus on creating simple, scalable outcomes for our customers. Guided by values of integrity, passion, and teamwork, we prioritize the success of our customers over revenue, building lasting relationships with both customers and strategic partners.

The Customer Success Manager (CSM) is a passionate and results-driven individual that thrives on serving clients in a fast-paced environment. As a CSM, you will be assigned to larger clients to foster client advocacy and organization in service delivery. The CSM positions themselves as the relationship lead and as the client’s business partner. Along with driving an exceptional service experience, the CSM is tightly aligned with both the Account Executive and the delivery Engineers in adoption of purchased products and expansion of technology use cases.

• Develop and maintain strong, long-lasting client relationships by becoming a trusted advocate to a dedicated portfolio of clients.
• Be the primary owner of your client's hardware and software lifecycle.
• Monitor scheduled and unplanned support requests to adhere to contracted SLAs, escalating where required.
• Collaborate with clients to define and track key performance metrics and ensure they are meeting their overall business objectives.
• Leverage knowledge of each client account to develop and maintain account-specific Success Plans.
• Identify and drive technology adoption initiatives applicable to your client's use case.
• Provide regular updates, reporting, and periodic business reviews to clients and PDT leadership on customer success outcomes and engagement.
• Identify and address any potential issues or risks that may impact client satisfaction or retention.
• Work closely with internal teams including Professional Services, Engineering, and Support to ensure customer satisfaction and retention.
• Coordinate with Sales and Architects on increasing business opportunities within the account base.
• Perform other duties, as assigned.

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Finds joy in cultivating relationships with clients as an extension of their team.
• Must be self-directed and self-motivated to deliver exceptional client outcomes.
• Ability to turn ambiguity into action.
• Proven ability to manage multiple projects at a time while paying strict attention to details.
• Ability to work in a fast-paced and dynamic environment.
• Ability to collaborate in a cohesive team environment.
• Familiarity with ConnectWise PSA or similar PSA platform.
• Relevant exposure to the IT services industry.
• Bachelor's degree in a related field or equivalent work experience.
• 3+ years’ experience in a customer success, project management, or related role.
• PMP certification preferred, but not required.

• Comprehensive medical, dental, and vision plans for you and your dependents.
• 401(k) Retirement Plan with Employer Match, Health Savings Account, Life Insurance, and Long-Term Disability.
• Competitive compensation.
• Collaborative and welcoming office culture.
• Work-life balance and unlimited paid time off.

Recruitment Agency Notification

People Driven Technology, Inc does not accept unsolicited agency resumes. Do not forward resumes to our careers email address, People Driven employees, or any other company location. People Driven Technology, Inc is not responsible for any fees related to unsolicited resumes.

Equal Opportunity Employer

People Driven Technology, Inc is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All hiring decisions are based on merit, qualifications, and our business needs.

People Driven Technology, Inc is dedicated to working with and providing reasonable accommodations to individuals with disabilities. If you need reasonable accommodations because of a disability for any part of the employment process, please contact the recruiter and let us know the nature of your request and your contact information.