Customer Success Manager - Managed Business Services

Job description

The Customer Success Manager (CSM) for Managed Business Services is the primary owner of the customer relationship post-implementation, responsible for ensuring customers realize measurable value from our managed services offerings. This role blends strategic partnership, operational execution, and proactive service management to drive retention, satisfaction, and long-term growth. Unlike traditional CS roles, this position requires a strong ability to orchestrate ongoing service delivery, manage expectations, and translate customer outcomes into clear success metrics. The CSM serves as the voice of the customer while ensuring commitments are met consistently and at scale. Key Responsibilities: Customer Value & Relationship Management - Serve as the primary point of contact for assigned managed services customers, owning the overall relationship and success plan - Develop and maintain customer success plans aligned to contracted services, business objectives, and desired outcomes - Lead regular customer touchpoints (QBRs, monthly check-ins, service reviews) focused on value realization and performance - Act as a trusted advisor, helping customers optimize usage and outcomes from ma...