Customer Success Manager

About MCIM

MCIM – The Data Center Operating System (DCOS) is a platform that simplifies the complexities of managing a data center by bringing all functions and locations under one intuitive dashboard. 

MCIM started with a commission from a Fortune 100 financial institution to create a cloud computing solution for managing their global critical facilities. The team developed the MCIM platform based on the lessons learned from that project.

Today, MCIM is utilized by Fortune 100 and 500 companies in over 94 countries worldwide. This world-class solution is continuously improved through collaboration with users and industry organizations like The Uptime Institute.

Customer Success Manager

Department: Customer Success

Job Summary:

The Customer Success Manager will be responsible for renewals, strategic account planning, and leading quarterly business reviews, while working closely with Account Managers to align on upsell opportunities. The ideal candidate will have a strong background in customer relationship management, have a proactive approach to ensuring customer success, and a deep understanding of SaaS products.  

Key Responsibilities:

1. Serve as the main point of contact for assigned accounts, managing relationships to ensure client satisfaction and long-term retention. 
2. Lead customer onboarding, training, and adoption initiatives to ensure seamless integration and success with our products. 
3. Conduct regular check-ins and quarterly business reviews (QBRs) to review progress toward customer goals and ensure alignment with business objectives. 
4. Proactively manage the renewal process, negotiating contract terms and ensuring timely renewals. 
5. Monitor customer health and usage metrics to identify potential issues and opportunities for improvement. 
6. Work with Account Managers to identify opportunities for additional licensing, platform expansions, and upsell. 
7. Serve as the customer advocate, relaying feedback and improvement suggestions to internal teams. 
8. Develop customer success plans and strategies to drive product adoption and overall customer satisfaction. 
9. Other duties as assigned.

Qualifications:

• Proven experience in customer success, account management, or a related customer-facing role in a SaaS environment. 
• Strong relationship management skills with the ability to influence stakeholders at all levels. 
• Demonstrated success in managing renewals and expanding customer relationships. 
• Excellent communication and presentation skills, with a talent for simplifying complex technical concepts. 
• Analytical mindset with the ability to interpret data and translate insights into actionable strategies. 
• Familiarity with data center solutions, cloud platforms, or SaaS products is a plus. 
• Excellent communication and interpersonal skills.
• Ability to think strategically and execute effectively.
• Experience with customer success software and tools.
• Strong analytical and problem-solving abilities.
• Ability to specify technical changes/needs to technical teams.
• Willingness to travel (up to 10%)