Customer Success Manager

Description

Job Title: Customer Success Manager 

Department: Customer Success

Reports to: Head of Customer Success 

Effective Date: 11/17/2025

Job Summary:

Itential is seeking a Customer Success Manager to join our growing Customer Success Team. This candidate will be an experienced professional with expertise in building client relationships that stem from helping customers achieve their goals and understanding technical needs to foster strong platform adoption. The ideal candidate is one who has experience with network or automation technologies, is passionate about solving customer needs, possesses strong communications skills, and discernment to set customer expectations for solidifying customer retention and growth. Additionally, this candidate should have the ability to learn new technologies and communicate those concepts to customers with varying degrees of technical expertise. As the voice of the customer, you will also work closely with the Sales team, Professional Services Team, and Product Engineering teams in promoting a Customer Centric culture within Itential.

Supervisory Responsibilities:

• None.

Essential Functions:

The following duties are essential functions of this position. Employees must be able to perform these functions with or without reasonable accommodation:

• Serve as the strategic partner to customers throughout the customer lifecycle, cultivating relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal
• calls and relevant notesd tracking execution to help achieve goals for platform usage and proactively work with customers and Itential staff when issues threaten the health of the relationship
• Utilize tooling (Salesforce, Confluence, JIRA, etc.) to track key account data, opportunities, and for logging calls and relevant notes
• Facilitate customer onboarding sessions as part of enablement and ongoing product adoption in partnership with Customer Success Engineers
• Act as a communications liaison between Product Support, Professional Services, Product Engineering, Product Management, and Customers
• Promote customer satisfaction and loyalty by demonstrating an understanding of the Customers' business needs and helping them achieve their objectives using the Itential portfolio
• Educate customers on the use and benefits of Itential solutions
• Exemplify the voice of the customer, advocating on their behalf for issue resolution and new feature prioritization
• Provide customers with information and assistance regarding product updates and new features

Requirements

Required Qualifications

Education:

• Bachelor's degree in Business Administration, Communications, Management Information Systems, Computer Science, or equivalent experience required

Experience:

• 5+ years in a Customer Facing role in a Network or Software company required
• Experience in a Software Development Environment required
• Experience working with promoting value through customer experience required

Skills & Competencies:

• Ability to build rapport with customer champions and work colleagues in a remote setting
• Exceptional ability to communicate, identify account churn risks and proactively drive issue resolution
• Networking, Software, or Automation Technical skills required, as they relate for the use of the products and services to be sold
• Knowledge of IT key concepts (network management, infrastructure, software development, cloud computing, etc.)
• Strong time management, accountability, and personal organization are essential
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers concerns and thoughts regarding the use of products and services
• Experience with the Microsoft Office Suite (Word, Excel, PowerPoint); Salesforce; Confluence; JIRA
• Passion for learning new technology and evangelizing to others

Certifications/Licenses:

• None required

Preferred Qualifications

Education:

• Advanced degree in business or technology
• Customer Success certifications

Experience:

• Experience with Confluence
• Background in network automation or orchestration platforms
• Previous experience in Professional Services or Technical Support

Skills: