CUSTOMER SUCCESS MANAGER

Job Description

Job Description

The Customer Success Manager ensures customers achieve successful outcomes by coordinating the delivery of APCOs programs, services, and solutions across all internal departments. Collaborate with internal teams to guide customers from onboarding through adoption, ensuring that all deliverables, milestones, and service commitments are met.

Essential Job Tasks:

• Develop and maintain Joint Success Plans that align customer objectives with APCOs offerings.
• Monitor customer progress and usage of APCO solutions, identify obstacles to adoption, and activate internal resources to ensure timely value realization.
• Conduct regular check-ins and business reviews to communicate performance, measure results, and plan ongoing support tailored to the customers operational needs.
• Serve as the primary liaison for customer questions, concerns, and escalations. Work with department heads to resolve service issues, remove barriers, and ensure a consistent, coordinated customer experience.
• Document customer feedback and communicate insights back to the appropriate APCO departments to inform product improvements, training needs, and service enhancements.
• Partner with Sales and internal stakeholders to identify expansion opportunities that support both customer goals and APCOs revenue objectives. Maintain accurate records of customer engagement in the CRM and generate reports.
• Support the development of standardized Customer Success processes, playbooks, and templates.
• Participate in continuous improvement initiatives to enhance the customer experience.

Minimum Qualifications:
Minimum three years of customer success, account management, project management, or customer service experience
Experience supporting customers in a service-oriented, training, technology, or publicsector environment preferred
Bachelors degree preferred