Customer Success Manager
Atlantic-IT.net is a growing managed IT services provider delivering IT support, cybersecurity, cloud, infrastructure, AI enablement, and strategic technology solutions to businesses across the region. We partner with organizations to improve operational efficiency, strengthen security, modernize technology environments, and help teams use technology more effectively to support business growth.
Position Overview
The Customer Success Manager (CSM) plays a critical role in strengthening client relationships, driving retention and growth, and serving as a trusted advisor to key decision-makers such as CFOs, Controllers, C-suite executives, and IT Directors. The CSM will lead initiatives such as upselling, conducting review meetings, Quarterly Business Reviews (QBRs), and consistently demonstrating value to clients through our products and services.
Responsibilities
· Conduct comprehensive reviews of service tickets and identify new opportunities.
· Monitor email interactions and manage warranty and service renewals.
· Collaborate with Sales and Service teams to deliver a seamless client experience.
· Oversee customer orders and accurately enter ticket information into the Service Management platform.
· Perform general office tasks and proactively follow up with clients to ensure satisfaction and resolve outstanding issues.
· Consistently exceed service level agreements and client goals.
Knowledge, Skills, and Abilities
· Financial and analytical thinking approach to business.
· Technical fluency and comfort with modern tech stacks.
· Strong multitasking ability and adaptability in a fast-paced environment.
· Energetic, proactive, and detail-oriented mindset.
· Ability to work effectively with diverse groups, including clients, team members, and partners.
Technical Environment
· CRM
· Ticketing system
· Reporting/dashboard tools (Power BI, BrightGauge, Tableau)
· Microsoft 365 apps
· Renewal/warranty portals
· Quoting Tools
· Collaboration tools (Teams, Slack)
Qualifications
· Bachelor’s degree in business, marketing, communications, or a related field is preferred.
· Experience working in an MSP or IT services environment is required.
· 3+ years managing a book of business in a B2B environment is required.
· Experience working on client retention and/or renewals is required.
· Experience leading Quarterly Business Reviews (QBRs) including performance metrics and roadmap discussions is required.
· Experience with a CRM or PSA system (Salesforce, HubSpot, ConnectWise, etc.) is required.
· Experienceconducting client technology roadmap discussions tied to budget planning is preferred.
· Experience partnering with sales during renewal or up-selling conversations is preferred.
· Experience managing escalated client situations is required.
· Strong relationship-building skills are required.
· Excellent written and verbal communication skills are required.
· Proficiency in Microsoft Office Suite (Excel, Word, Outlook, Teams) is required.
· Basic understanding of digital marketing and SEO principles is preferred.
· Familiarity with Google Analytics or similar platforms is preferred.
· Comfortable using AI-powered tools (e.g., generative AI, automation, or analytics assistants) to enhance productivity, customer insights, communication, and decision-making; willingness to adopt new AI-driven technologies as they evolve.
Pay: $65,000.00 - $95,000.00 per year
Benefits:
- Health insurance
- Life insurance
- On-site gym
- Paid time off
Work Location: In person
