Customer Success Manager

Netrio is a leading MSP in North America, specializing in IT solutions for mid-market to enterprise customers. We serve over 1,000 clients across industries with services including managed IT, cybersecurity, cloud, connectivity, voice, and custom application development.

At Netrio, our people are at the heart of everything we do. Guided by our core values—Empathy, Partnership, Integrity, Accountability, and Innovation—we foster a culture where collaboration and trust drive real impact. We believe in listening first, delivering on our promises, and pushing the boundaries of what’s possible with technology. If you’re passionate about making a difference and want to be part of a team that grows together and leads with purpose, we invite you to explore our open opportunities and join us on our mission.

SUMMARY OF POSITION

Through team leadership and outstanding communication regarding what matters to our customers, this role will inspire Customer Success across all of Netrio. The Customer Success Manager directly contributes to client improvement, resulting in higher client retention and team/company growth.

Your concise, relevant, and clear communication across Netrio teams including Cybersecurity and Managed Services ensure continuity of services, an improved customer experience, and a coordination of data driven metrics. Consistent action plan execution and fearless communications increase client loyalty, set the entire team up for success, and allow business leaders to focus on the strategy and vision of the team. The Customer Success Manager will be empowered to challenge the status quo, acting as both a team player and as someone who can work independently.

RESPONSIBILITIES

Data

• Provide reporting on current and past results, renewals, upsell forecasts, and client technology
• Track leading indicators of customer health, churn, customer adoption, renewals, and upsell opportunities.
• Provide actionable, fact-based research and insight that align with objections, goals, and business decisions

Process

• Determine the timing and content of appropriate touch points for CSMs throughout the customer journey to drive optimal adoption and retention.
• Detect early signals of at-risk renewals, design actions to address them, and provide paths to escalations when needed.
• Identify areas for upsell and cross-selling opportunities

Cross Functional Coordination

• Ensure clear and consistent communication channels are established between Managed IT, Cyber teams.
• Coordinate cross functional processes that help meet renewal and upsell targets which include processes for CSMs to:
• Relay customer feedback
• Align with support team on resolution of major cases
• Provide feedback to Marketing on the readiness of our customers
• Help the Professional Services team overcome delays in implementation.
• Manage expectations and be able to say “no”.
• Monitor multiple projects and report status to team, stakeholders, customers, and leadership team.
• Manage tradeoffs and be able to advise on the impact of changes in features, schedules and scope and how that impacts cost, delivery, and project objectives. Invoke change orders as needed.
• Perform risk management to minimize project risks.
• Create and maintain comprehensive process documentation.

SKILLS & QUALIFICATIONS

• Exceptional creative and critical thinking capabilities
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong empathy for customers paired with a passion for driving growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and data-driven mindset
• Demonstrated desire for continuous self-improvement and learning
• Excellent communication and presentation skills
• Expert knowledge across Netrio's service offerings
• 3 to 5 years previous experience in a Customer Success or sales role

PREFERRED EXPERIENCE

• Demonstrated knowledge of Managed Service Provider roles and themes
• Demonstrated technology experience/familiarity with:
• Microsoft solutions including: Azure, M365, Intune, ASR, Teams, and SharePoint
• Server technology including: Windows, Linux
• Networking technology including: Cisco, PaloAlto