The Customer Success Manager (CSM) is responsible for delivering transformational outcomes that drive measurable, long-term value for customers. The CSM acts as a steward, advocate, and thought partner, ensuring every customer's journey is frictionless, impactful, and aligned with their business goals. The ultimate objective is to create Raving Fans and facilitate expansion opportunities that drive revenue and strategic growth
We are seeking a CSM who thrives in the business world, is comfortable liaising with executive talent, and understands business operations and strategy. The ideal candidate will be a cross-functional operator, strategic thinker, and relationship builder, helping our customers unlock value and remain engaged, happy, and thriving
We have made Customer Success a cornerstone of our strategy and an engine for future growth. This is an exciting opportunity to join a dynamic team and help shape that success
HIGHEST PRIORITY COMPETENCIES:
Business Acumen: Comfortable operating in complex business environments and understanding business operations, financial drivers, and strategic priorities
Executive Liaison Experience: Proven ability to build relationships and communicate effectively with executive talent, including C-suite and senior leadership
Strategic Mindset: Demonstrated experience in developing and executing big-picture strategies that drive customer value and business growth
KEY RESPONSIBILITIES:
Owns the strategic relationship and customer health, serving as the primary business relationship owner for assigned customers and ensuring continuity by connecting the dots across functions
Develop and execute outcome-driven success plans with measurable KPIs
Facilitate seamless transitions from sales to delivery (and back to sales), closing any gap between expectation and execution
Foster strategic engagement throughout the customer lifecycle, focusing on outcomes, innovation, and roadmap alignment
Lead customer touchpoints including onboarding and kick-off meetings, QBRs + service reviews, scope alignments, feedback loops/regular check-ins, and proactive outreach
Proactively manage risk by flagging at-risk accounts and collaborate with internal stakeholders to create mitigation plans
Collaborate cross-functionally with Sales, Solution Architects, Professional Services, and Managed Services teams to ensure a unified customer experience and smooth handoffs across lifecycle stages
Maintain accurate reporting on customer health, engagement metrics, and satisfaction scores (CSAT/NPS)
Gather and act on customer feedback, driving continuous improvement in processes, tools, and service delivery
Ensure customer-centric visibility and transparency within the organization by implementing, maintaining, and updating HubSpot and other CS tools/dashboards
QUALIFICATIONS, SKILLS AND RELEVANT EXPERIENCE:
Successful track record in customer success, engagement, account management, or related roles in enterprise software or business services
Deep understanding of customer needs and pain points
Strong relationship-building, communication, negotiation, and strategic thinking skills
Adept at listening, leading with empathy, and maintaining a people-first approach to business to turn challenging situations into positive outcomes
Creative problem solver who uses data to drive decision-making
Skilled at driving alignment across teams, with proven experience collaborating cross-functionally and managing multiple priorities
Equally at ease defining long-term vision and rolling up your sleeves to tackle the details that bring it to life
Highly organized, self-motivated, and thrives in an independent setting
Is a team player, likes to have fun at work, doesn't take themselves too seriously, and has a positive attitude
Demonstrated experience in tracking and reporting on customer success metrics
Familiarity with CRM and customer success tools (e.g., HubSpot); bonus for experience scaling and implementing new CS tools
ABOUT US:
We are a leader in enterprise software and managed services. We're building something special—a customer-first ERP services company that doesn't just implement systems but helps businesses actually use them to grow
THE CULTURE CODE:
We are maniacal about our mission
We strive to solve for the customer
We are radically transparent
We believe in autonomy, not autocracy
We are unreasonably picky about our people
We invest in individual mastery and market value
We constantly question the status quo
WHY JOIN?
Work directly with executive leadership and strategic customers
Influence business outcomes and drive measurable impact
Be part of a collaborative, growth-oriented team dedicated to customer success
We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.
req26-00340
Numbers & Facts
Location
Raleigh, NC
Salary
$110,000–$130,000 Per Year
Skills
Alliance/Partner Managementunmatched
Architectural Servicesunmatched
Business Growthunmatched
Business Operationsunmatched
Business Servicesunmatched
Business Skillsunmatched
Business Strategyunmatched
Communication Skillsunmatched
Continuous Improvementunmatched
Cross-Functionalunmatched
Customer Experienceunmatched
Customer Relationship Management (CRM)unmatched
Customer Support/Serviceunmatched
Customer/Client Researchunmatched
Diversityunmatched
ERP (Enterprise Resource Planning)unmatched
Enterprise Applicationsunmatched
Leadershipunmatched
Metricsunmatched
Multitaskingunmatched
Needs Assessmentunmatched
Negotiation Skillsunmatched
Onboardingunmatched
Organizational Skillsunmatched
Performance Metricsunmatched
Problem Solving Skillsunmatched
Process Improvementunmatched
Professional Servicesunmatched
Reporting Dashboardsunmatched
Revenue Growthunmatched
Riskunmatched
Risk Managementunmatched
Salesunmatched
Sales Closing Skillsunmatched
Sales Managementunmatched
Service Deliveryunmatched
Solution Salesunmatched
Team Lead/Managerunmatched
Team Playerunmatched
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