Customer Success Manager

Job Description

Job Description

Role Summary

ASD is seeking a strategic and process-driven Customer Success Manager (CSM) to guide, maintain, and pursue profitable growth for our client contracts. In this role, you will act as the bridge between ASD’s internal operations and our clients, ensuring transparency, high-quality service delivery, and consistent engagement. You will be responsible not only for client satisfaction and retention but also for identifying opportunities to expand services and drive revenue.

The ideal candidate possesses a balance of "soft skills"—such as empathy and conflict resolution—and operational rigor, utilizing tools like ServiceNow to manage workflows from procurement to invoicing.

Salary: $55,000 - $65,000

Key Responsibilities

1. Client Relationship Management & Onboarding

• Onboarding Strategy: Lead the full onboarding lifecycle for new clients, including account setup, scope agreement, and formal Kickoff Meetings to establish goals and communication channels.

• Transparency of Work: Maintain open, consistent communication with clients regarding project progress, challenges, and timelines.

• Expectation Management: Clearly define service agreements, response times, and resolution processes, proactively adjusting expectations when necessary.

2. Work Management & Operations

• Lifecycle Management: Oversee the structured workflow for client tasks: Receiving work → Procurement → Scheduling → System management → Invoicing → Closing.

• Issue Ownership: Act as the primary escalation point for client issues, ensuring efficient resolution and documenting all actions within ServiceNow.

• Team Management & Growth – Training, mentoring, and performance tracking.

• Dashboard Hygiene: Manage performance dashboards to ensure tickets are processed timely and contracts remain profitable.

3. Growth & Profitability

• Contract Expansion: Monitor contract health and identify opportunities to implement new services or expand existing agreements to drive revenue growth.

• Strategic Partnership: Collaborate with Account Managers to present business plans and additional value-add services to satisfied clients.

• SOP Development: Build and implement standard operating procedures (SOPs) for new commitments to ensure smooth service rollout.

4. Team Leadership & Internal Collaboration

• Cross-Functional Engagement: Liaise effectively with Sales Reps, NSS, Project Managers (PMs), Engineering Teams, and Accounts Payable to ensure cohesive service delivery.

• Coaching & Mentoring: Conduct regular 1:1 coaching, training sessions, and daily huddles to develop team members’ soft skills and technical proficiency.

• Performance Tracking: Utilize Scorecards and Key Performance Values (KPV) to track team success, including response times and resolution efficiency.

Key Performance Values (KPV)

Success in this role is measured by:

• Client Satisfaction Ratings: High retention and positive feedback.

• Contract Growth: Increased revenue from existing client contracts.

• Internal Efficiency: Adherence to response and resolution time metrics.

• Operational Excellence: Accuracy in scope definition and "Transparency of Work."

Qualifications & Skills

Technical & Operational Skills:

• Candidates must possess a Bachelor’s degree or higher. 

• An equivalent combination of relevant education and professional experience may be considered.

• Strong history and positive experience leading and growing successful teams of varied sizes.

• Proficiency in ServiceNow (CRM) for ticketing and account management.

• Experience with Work Management Processes (Procurement, Invoicing, Scheduling).

• Ability to interpret data from performance dashboards and financial reports.

• Familiarity with collaboration tools (Microsoft Teams, Zoom, Google Chat).

Soft Skills (Essential):

• Communication: Expert-level email etiquette, active listening, and verbal clarity.

• Conflict Resolution: Ability to de-escalate difficult conversations and manage client disputes with diplomacy.

• Problem-Solving: Proactive critical thinking with the ability to assess urgency and make decisions under pressure.