Sr. Customer Success Manager

Senior Customer Success Manager

At XTIUM, we don't just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You'll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you're passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we're looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you're ready to contribute and help shape the future, XTIUM is the place for you.

The Customer Success team is all about turning customers into evangelists. We not only focus on ensuring our customers effectively use their services with us to the best of their abilities, but we also strive to educate them on emerging technologies and strategies to solve business problems through IT services. We are the face of XTIUM and the liaison to the customer. We blend strategic and tactical needs to create productive relationships.

The Senior Customer Success Manager (CSM) is an experienced, consultative, and technical professional responsible for customer satisfaction, retention, reference ability, and growth of multiple large and complex accounts. The CSM will serve as a dedicated point of contact for select Customers, ensuring their success and satisfaction with our services. This individual maintains proactive customer engagements to understand business and technology challenges and makes proactive recommendations that expand XTIUM's services and solutions, increase contract value, and solve business challenges. The CSM will support multiple customers with varying requirements, ensuring long-standing, positive Customer relationships.

Job Responsibilities:

• Develop and execute a communication cadence with partners, customers, and vendors, ensuring smooth operations and timely deliverables.
• Drive revenue growth by identifying sales opportunities and expanding business relationships.
• Utilize internal health measurement tools and analytics to ensure account transparency and performance.
• Monitor customer usage and engagement to increase product adoption and maximize value.
• Collaborate with internal teams to ensure accurate inventory, billing, and invoice integrity.
• Maintain deep knowledge of customer contracts (MSAs, SLAs) to ensure delivery meets or exceeds expectations.
• Lead service reviews and ensure XTIUM delivers or exceeds on all contractual obligations.
• Understand customer needs and align XTIUM resources to drive growth and expansion opportunities.
• Cultivate strong executive relationships and identify opportunities for account growth and renewal.
• Address customer inquiries, resolve issues promptly, and collaborate with internal teams to ensure satisfaction.

Job Qualifications:

• Strong leadership, technical, operations, business, and financial acumen to navigate conversations with customers to solve business challenges.
• Demonstrated advanced experience in Customer Success, Service Delivery, Account Management, and Solution Sales (7+ years of relevant experience).
• Passion for quality customer service, acting as an advocate internally for the customer and externally for XTIUM.
• Strong aptitude for working independently and with technical and non-technical teams to achieve customer satisfaction outcomes and service growth.
• Excellent communication skills, including written, verbal, and interpersonal, with the ability to communicate effectively with individuals at all seniority levels, including C-level executives.
• Proven ability to build and maintain strong relationships with top-tier clients and manage complex accounts.
• Experience in negotiating contracts, renewals, and managing high-value accounts.
• Technical proficiency with cloud, IT services, and related technologies; able to engage in meaningful conversations about technical solutions.
• Demonstrated problem-solving skills, with the ability to handle challenging situations and find effective solutions quickly.
• Strong organizational skills with the ability to manage multiple priorities and accounts simultaneously.
• Bachelor's degree in Business, Technology, or a related field (Master's degree preferred).
• Relevant certifications such as Certified Customer Success Manager (CCSM), ITIL, PMP, or other industry-related credentials preferred.

The salary range for this position is $100,000 - $125,000/base salary annually. Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies, experience, and location. We offer a competitive benefits package with Med/Dental/FSA/401(k)/Flexible Paid Time Off.

XTIUM is an equal opportunity employer.