Customer Success Manager

Job Description

Job Description

WHO WE ARE
Empowering Connections, Inspiring Possibility

SageNet is the single, accountable partner unifying connectivity and digital experiences for widely distributed enterprises. We design, deploy, manage, and monitor critical infrastructure across thousands of locations. Our U.S.-based Network Operations Centers operate 24/7, and our national field force delivers consistent outcomes from pilot to scale.

Trusted connections guide how we work and what we build. On the networking and digital side, it means reliable, secure, and visible systems that keep every store, every screen, and every customer connected. On the human side, it means transparent communication, collaborative problem solving, and long-term partnerships with our customers, teammates, and communities.

With a three-decade track record in managed services, SageNet boasts a long-term customer base that includes some of the nation’s largest retail, restaurant, c-store, and financial brands. Headquartered in Tulsa, SageNet has regional offices in Atlanta, Toronto, and Washington, D.C.

As a Customer Success Manager for Managed Network Services and Digital Experience, you will take ownership of ensuring customers achieve the highest level of success and satisfaction with SageNet’s network solutions and digital signage/experience products. You will serve as a trusted partner and customer advocate, building strong relationships, understanding customer goals, and proactively addressing needs throughout the customer lifecycle.

In this role, you will focus on customer satisfaction, revenue retention, and account growth while monitoring service performance, identifying risks, and coordinating across SageNet teams to deliver a consistent customer experience. You will also identify opportunities to expand customer relationships by connecting customer needs with additional SageNet solutions and capabilities.

Major duties and responsibilities:

• Own the customer relationship for managed network services and digital signage/experience solutions, ensuring seamless onboarding, implementation, and ongoing success.
• Work with clients to understand their specific needs related to network services, connectivity, and digital signage, tailoring solutions to deliver exceptional outcomes.
• Proactively engage with customers through regular check-ins, business reviews, and support to understand their business, goals, and needs.
• Advocate for the customer internally, working with technical, Product, and Support teams to resolve issues or challenges swiftly and improve processes for the future.
• Continuously gather customer feedback on their digital experiences and managed services, using insights to drive improvements in service delivery and satisfaction.
• Stay ahead of potential customer issues by regularly reviewing data and customer feedback, identifying red flags, and implementing strategies to minimize risks related to service adoption, contract compliance, customer satisfaction, and retention.
• Quickly identify solutions to challenges that arise, ensuring timely responses and resolutions that maintain customer satisfaction.
• Take full ownership of monthly revenue retention, focusing on reducing churn by addressing customer concerns and ensuring sustained value from network services and digital experiences.
• Identify opportunities for upselling and cross-selling additional services, such as upgraded network solutions, enhanced digital signage packages, or advanced features that align with customer goals.
• Partner with Sales teams to strategically expand existing accounts, ensuring alignment with customer needs and growth objectives.
• Monitor service performance metrics, including network uptime and signage engagement, to ensure customers are receiving optimal value and identify risks that could lead to churn.
• Partner with Sales, Finance, Service Delivery, and Support teams to validate and ensure accurate invoicing, pricing, and costing.
• Track and analyze customer usage of managed network services and digital signage, ensuring compliance with contractual terms and agreed-upon performance standards while identifying trends and opportunities for improvement.
• Conduct Quarterly Business Reviews (QBRs) to align customer goals with service delivery, ensure contractual obligations are met, and provide data-driven recommendations for improvement.
• Proactively manage customer contracts, ensuring timely renewals and working with Legal and Finance teams to address issues related to contract terms, billing, or payment schedules.
• Collaborate with technical teams to address performance issues and ensure high availability and reliability of network services and digital signage systems.
• Continuously refine and improve customer success processes, identifying opportunities to enhance onboarding, engagement, and service delivery.

WHO YOU ARE

You are a customer-focused relationship builder who takes ownership of the customer experience and is motivated by helping customers achieve meaningful results. You are comfortable navigating both business and technical conversations, using data and customer insights to identify needs, solve problems, and uncover opportunities for growth. You communicate effectively across teams, proactively address challenges, and thrive in a fast-paced environment where collaboration, accountability, and trusted relationships are key to success.

Required Qualifications

• 3+ years of experience in customer success, account management, client services, or a related customer-facing role.
• Demonstrated experience managing customer relationships and supporting customer satisfaction, retention, and account growth.
• Strong communication and relationship-building skills with the ability to effectively engage customers and internal stakeholders.
• Strong problem-solving skills with the ability to identify issues, coordinate resources, and drive solutions.
• Ability to interpret customer, operational, and service performance data to identify trends, risks, and opportunities.
• Ability to manage multiple customer relationships, priorities, and deadlines in a fast-paced environment.
• Proficiency with CRM systems and Microsoft Office applications, including Excel and PowerPoint.
• Strong sense of ownership and accountability with a customer-focused mindset.

Preferred Qualifications

• Bachelor’s degree in Business, Information Technology, or a related field.
• Experience in managed services, telecommunications, networking, digital signage, or another technology services environment.
• Working knowledge of managed network services, connectivity solutions, digital signage/experience platforms, and associated service performance metrics.
• Experience conducting customer business reviews and presenting performance data and recommendations to customers.
• Experience with Salesforce, SAP, ServiceNow, or Smartsheet.

WHERE YOU’LL WORK

Enjoy the flexibility of our hybrid work model. Our business casual working environment fosters collaboration and productivity.

• This position will report to the Tulsa, Oklahoma office and will be part of a collaborative, team-oriented environment.
• Productively work within SageNet’s hybrid work environment in accordance with the current Hybrid Work Policy.
• Work primarily in a professional office environment with regular use of computers, phones, video conferencing, and other standard office technology.
• Regularly collaborate with customers and internal teams through virtual meetings, phone calls, email, and in-person interactions.
• Maintain flexibility to support customer needs, meetings, escalations, and other business priorities as needed.
• Occasional travel may be required for customer meetings, business reviews, or other business needs.

PHYSICAL REQUIREMENTS

• Ability to remain in a stationary position, sitting or standing, for extended periods throughout the workday.
• Frequent use of hands and fingers for typing, operating a computer, and using standard office equipment.
• Ability to work on a computer and view digital screens for extended periods throughout the workday.
• Ability to communicate effectively with customers and colleagues through in-person, telephone, and virtual interactions.
• Ability to move throughout a professional office environment as needed to perform the essential functions of the position.
• Ability to perform the essential functions of the position with or without reasonable accommodation.

CLASSIFICATION*: Exempt/Salaried
POSITION TYPE: Full-time
TRAVEL REQUIREMENTS: Minimal travel, 5-10%
DIRECT REPORTS:   None
SAFETY SENSITIVE:  No

Ready to join a team that values trusted connections? Apply now!

Equal Opportunity Employer
SageNet is committed to a skills-first approach when it comes to hiring.  As such, we value merit, qualifications, and business needs when making employment decisions. It is the policy of SageNet to provide equal employment opportunity to all employees and applicants without regard to race, color, sex (including pregnancy, sexual orientation, and gender identity), age, religion, national origin, disability, genetic information, veteran or military status, marital status, or any other legally protected status. SageNet strictly prohibits and does not tolerate discrimination, harassment, or retaliation on the basis of any legally protected status.

SageNet will not discriminate against any employee or applicant because they are a disabled veteran, recently separated veteran, active-duty wartime or campaign badge veteran, or Armed Forces services medal veteran in regard to any position for which the employee or applicant is qualified. As a federal contractor, SageNet is committed to taking affirmative action to employ and advance in employment protected veterans, and to treat qualified individuals without discrimination based on their status as protected veterans in all employment practices.

SageNet will not discriminate against any employee or applicant because of physical or mental disability in regard to any position for which the employee or applicant is qualified. As a federal contractor, SageNet is committed to taking affirmative action to employ and advance individuals with disabilities, and to treat qualified individuals without discrimination on the basis of their physical or mental disability in all employment practices. If you have a disability or special need that requires accommodation, please let us know by contacting your HR representative or any member of management.

Legal Disclaimer
This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, and skills required. SageNet reserves the right to modify this job description at any time, with or without notice. Employment with SageNet is at-will, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice. SageNet will provide reasonable accommodations for qualified individuals with disabilities.

As a managed services provider, SageNet maintains a high level of information Security. SageNet has a published Information Security Policy and provides mandatory Security Awareness Training for all employees. SageNet requires that all employees adhere to published SageNet security policy, failure to do so may result in termination of employment. The SageNet security program is only as strong as our people and as such it is the responsibility of all employees to protect corporate and customer data following best practices and policies.