Customer Success Manager - Managed Business Services

Model N

About The Position

The Customer Success Manager (CSM) for Managed Business Services is the primary owner of the customer relationship post-implementation, responsible for ensuring customers realize measurable value from our managed services offerings. This role blends strategic partnership, operational execution, and proactive service management to drive retention, satisfaction, and long-term growth. Unlike traditional CS roles, this position requires a strong ability to orchestrate ongoing service delivery, manage expectations, and translate customer outcomes into clear success metrics. The CSM serves as the voice of the customer while ensuring commitments are met consistently and at scale.

Requirements

5+ years of experience in Customer Success or Account Management - preferably in a managed services or SaaS environment
Strong understanding of SLAs, service metrics, and operational delivery models
Proven ability to manage multiple customers and priorities in a fast-paced environment
Excellent communication and stakeholder management skills, including executive-level engagement
Experience driving customer retention and satisfaction through proactive engagement
Experience with Gainsight platform and CRM tools (preferably Salesforce)
Demonstrated experience using generative AI tools (e.g., ChatGPT, Copilot, Claude, Gemini) to improve productivity, decisionâmaking, or problem solving in a professional or personal context.
Bachelorâs degree required

Responsibilities

Serve as the primary point of contact for assigned managed services customers, owning the overall relationship and success plan
Develop and maintain customer success plans aligned to contracted services, business objectives, and desired outcomes
Lead regular customer touchpoints (QBRs, monthly check-ins, service reviews) focused on value realization and performance
Act as a trusted advisor, helping customers optimize usage and outcomes from managed services
Partner closely with managed services delivery, operations, and support teams to ensure consistent, high-quality execution of managed services
Monitor service performance against SLAs, KPIs, and contractual commitments
Proactively identify risks to delivery, adoption, or satisfaction and drive mitigation plans
Coordinate escalations and ensure timely resolution of issues impacting customer experience
Drive adoption of managed services offerings and best practices to maximize customer outcomes
Identify expansion and upsell opportunities in partnership with Sales and Account Management (CS qualified leads)
Support renewal processes by demonstrating realized value and service performance
Advocate for customer needs internally to influence service enhancements and roadmap priorities
Track and report on customer health, service metrics, and success outcomes
Leverage customer feedback, usage data, and performance trends to drive continuous improvement
Contribute to the development of scalable processes, playbooks, and best practices for managed services CS
Maintain accurate customer records and activity tracking in CRM (e.g., Salesforce, Gainsight)

Benefits

Unlimited PTO for salaried employees â because flexibility fuels success
Comprehensive medical, dental, and vision coverage
Health Savings & Flexible Spending Accounts
401(k) with company match to invest in your future
Volunteer Time Off (VTO) to give back to causes you care about
Life and pet insurance for peace of mind
Employee Assistance & Mental Health Programs
Charitable giving opportunities
Professional coaching and career development
At Model N we offer fair, equitable and competitive salary ranges for all positions. Compensation varies depending on factors that may include a candidateâs relevant experience, education and/or certifications, location, training, and other skills.
The base salary for this position will be $78,700 - $150,000. If your salary expectations are outside of this range, feel free to apply and discuss your expectations with our recruiters. We are constantly opening up new positions and you might match another opening at a different level.