Customer Success Manager

Position Overview

We are seeking an experienced Customer Success Manager (CSM) to join our Customer Success organization. This strategic, customer-facing role is responsible for managing relationships with All Lines Technology's largest and most complex clients, serving as a trusted advisor who aligns technology investments with business objectives and drives long-term customer success.

The Customer Success Manager partners with customer executives, IT leadership, and internal teams to identify opportunities, mitigate risks, improve customer outcomes, and strengthen strategic partnerships. A key responsibility of this role is leading Strategic Business Reviews (SBRs), delivering data-driven insights, technology recommendations, and actionable plans that support customer goals.

Success in this position requires strong business acumen, technical aptitude, executive presence, and a passion for building long-term customer relationships.

• Serve as the primary strategic advisor for an assigned portfolio of top-tier and complex clients.

• Develop executive-level relationships and maintain a deep understanding of customer business objectives, technology environments, and success metrics.

• Lead Strategic Business Reviews (SBRs), presenting operational insights, technology trends, risks, opportunities, and strategic recommendations.

• Create and execute customer success plans that drive retention, satisfaction, adoption, and long-term partnership growth.

• Act as the voice of the customer by proactively identifying risks, addressing concerns, and coordinating internal resources to ensure successful outcomes.

• Collaborate with Service Delivery, Professional Services, Security, Sales, and Project Management teams to align services with customer goals.

• Analyze customer health, service trends, project performance, and business outcomes to recommend improvements and strategic initiatives.

• Support customer retention and growth through consultative planning and trusted-advisor relationships.

• Bachelor's Degree in Business, Information Technology, or a related field, or equivalent experience in lieu of a degree.

• Minimum of 5 years of customer service, customer success, account management, or IT-related experience required.

• Minimum of 3 years in a customer-facing role managing client relationships required.

• Strong technical acumen and the ability to discuss infrastructure, cloud, cybersecurity, networking, and managed IT services.

• Experience presenting to executive stakeholders and facilitating business discussions.

• Excellent communication, organizational, analytical, and problem-solving skills.

• Experience working within an MSP, technology consulting, or IT services organization.

• ITIL, Customer Success, Project Management, or related certifications. 

• Experience with CRM, ConnectWise PSA, reporting, and business intelligence platforms. 

• Proven success managing strategic client relationships with enterprise or mid-market organizations.

• Medical, dental, and vision insurance plans.

• Company-paid life insurance and long-term disability coverage.

• Optional supplemental benefits.

• Paid time off (PTO) starting in your first year of employment.

• Seven (7) paid holidays annually.

• 401(k) plan with safe harbor match, including both traditional and Roth options.

• Business casual office environment.

• Employee referral program with bonus opportunities.

-Direct Applicants Only - No Third-Party Recruiters-