Customer Success Account Manager
About The Position
The Customer Success Account Manager (CSAM) owns the strategic relationship and overall success of an assigned portfolio of customers. Acting as a trusted advisor, the CSAM aligns customers’ business goals with service delivery outcomes to drive retention, satisfaction, and growth. The role involves collaborating with executives, coordinating internal delivery teams, and developing toward enterprise account ownership. The position is based in Waltham, Massachusetts, with a hybrid workplace arrangement. Bulletproof provides Microsoft-powered technology solutions and managed services that help organizations improve security, compliance, and operational readiness.
Requirements
- 3–5 years of experience in Customer Success, Account Management, or Program Management within an MSP or MSSP environment.
- Proven ability to manage mid-to-large accounts with complex service needs and multiple stakeholders.
- Analytical, data-driven thinking, including identifying trends, interpreting service metrics, and building clear value stories that demonstrate ROI and business impact.
- Demonstrated success in retention and growth initiatives, including renewals, cross-sell, or upsell.
- Excellent organizational skills and experience managing multiple customer engagements simultaneously.
- Confident, proactive, and accountable approach, with the ability to lead through influence and collaboration.
Nice To Haves
- Familiarity with Microsoft 365, Azure, and cybersecurity or compliance frameworks.
- Understanding of managed services delivery, SLAs, and IT service management fundamentals.
- Experience preparing and leading Executive Business Reviews (EBRs).
- Business strategy acumen and comfort discussing contract or pricing structures.
Responsibilities
- Serve as the primary relationship manager and trusted advisor for assigned accounts, fostering long-term partnerships and measurable outcomes.
- Develop account plans that identify customer priorities, risks, and opportunities for service optimization, renewal, and expansion.
- Connect service performance and outcomes to customer business goals, and lead business reviews to reinforce value and progress.
- Coordinate with Service Delivery, Security, Engineering, and Sales to support seamless execution, SLA adherence, and proactive issue resolution.
- Manage renewal timelines and align services with customer goals; participate in upsell and cross-sell conversations to expand customer engagement and meet retention and revenue growth targets.
- Monitor customer satisfaction, usage, and operational performance; proactively address risk indicators and escalation points.
- Represent customer feedback internally to improve the service experience, process efficiency, and product alignment.
- Maintain account notes, health indicators, and renewal activities in Salesforce or other CRM systems to support visibility, data integrity, and collaboration.
Benefits
- Comprehensive medical, dental, and vision insurance.
- Employer-matched 401(k) plan.
- 100% short-term and long-term disability coverage, life and AD&D coverage, and critical illness coverage.
- Recognition and rewards, including score-card performance bonuses and service award bonuses.
- Competitive PTO policy.
- Community involvement and volunteer opportunities.
- Professional certification reimbursement for relevant career development.
- Dedicated paid volunteer time.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
