Customer Success Manager

Job DetailsJob Location: Vast Enterprises Inc - Cranberry Township, PA 16066Position Type: Full TimeEducation Level: 4 Year DegreeTravel Percentage: Up to 50% Job Shift: DayJob Category: Customer Service



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.

Job Summary

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.

Key Responsibilities

Customer Success Manager (CSM)

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.

 

Required Qualifications

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.

Preferred Qualifications

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.

Benefits

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-