Customer Success Manager

Job Summary

Leading a team of Customer Success Managers, the full-time Manager of Customer Success will be responsible for driving customer adoption, retention, and satisfaction for small and medium-sized businesses using managed Microsoft 365 and CMMC Ready Suite solutions, while working in a hybrid environment from locations including Herndon, VA, and Cincinnati, OH.

Key responsibilities:

• Lead, hire, onboard, and develop the SMB Customer Success team, setting clear goals and performance expectations
• Design and implement the SMB customer engagement model, including account segmentation and outreach strategies to enhance customer satisfaction and retention
• Establish consistent success plans and lifecycle programs, utilizing customer data to refine engagement and adoption initiatives

Required qualifications:

• 5+ years of experience in customer success, account management, or related roles, with at least 2 years in a direct people management capacity
• Proven track record of improving adoption, retention, and customer experience for SMB customers
• Experience in building scalable customer lifecycle processes and engagement programs
• Familiarity with Microsoft 365 collaboration tools and foundational concepts in secure information sharing
• Strong communication and cross-functional leadership skills, with the ability to convey technical topics to non-technical audiences