IT Customer Success Manager

Job description

The IT Customer Success Manager II is responsible for overseeing more complex client environments, demonstrating increased autonomy, strategic insight, and leadership within the client lifecycle. This role supports clients throughout their managed services & cyber security journey with a primary focus on client retention, satisfaction, and value realization. This role emphasizes day‑to‑day relationship management, ensuring clients experience a smooth and consistent journey while adopting Marco services effectively. CSMs collaborate closely with internal teams, assist with issue resolution, and proactively monitor client health to support long‑term retention. Success of this role is measured by managing to acceptable key KPIs. QUALIFICATIONS: - Assist with onboarding by reinforcing next steps, required resources, and success milestones. - Develop a deeper strategic understanding of client goals, maturity, and long‑term direction to guide proactive recommendations. - Document client updates, action items, and progress within internal systems with high accuracy. - Develop and maintain strong business relationships with mid-complex and strategic clients’ key decision makers and serve a...