Customer Success Manager

Responsibilities Serve as the primary post-sale point of contact and trusted advisor for your enterprise clients Develop and execute tailored success plans that align CBTS solutions to client KPIs and drive measurable business outcomes Lead regular cadence calls, executive business reviews (EBRs), and on-site visits to assess satisfaction, demonstrate value, and deepen relationships Monitor account health dashboards, identify risk indicators early, and carry out mitigation plans with Sales and Support Drive net revenue retention by identifying expansion opportunities and partnering with Account Executives on upsell and cross-sell within established accounts Coordinate cross-functional resolution of escalated service issues, acting as the client's advocate within CBTS Keep CRM records accurate and current, including interaction logs, renewal milestones, and opportunity pipeline data Qualifications Bachelor's degree in Business, Communications, or Information Technology, or an MBA/Master's degree 8+ years of relevant experience [VERIFY: the JD also lists 12-15 years with a bachelor's and 9-12 years with a master's, and this is a Band SS / Level SS1 role. Confirm the experience requirement before posting.] CRM platforms (Salesforce or equivalent) Customer communication and correspondence Renewal and retention management Microsoft Office / M365 Account planning and success plan development Client relationship management, problem solving, and commercial and financial knowledge Customer success platforms Data analysis and reporting IT services and managed services experience Change management and stakeholder management #J-18808-Ljbffr CBTS