Customer Success Manager, Professional Services

Mission

1d•Remote

About The Position

As a Customer Success Manager within Professional Services, you will lead the customer onboarding journey from contract signature through to the Kickoff call. Your core responsibility is to ensure that each new customer is fully prepared for project launch, both technically and logistically, as well as from a strategic alignment perspective. This includes verifying access requirements, coordinating schedules, and aligning internal resources with customer availability to avoid delays. You will collaborate closely with Sales, Delivery, and CDW partner teams to align timelines and expectations, ensuring a smooth handoff into delivery. Success in this role depends on strong coordination skills, clear communication, and a proactive mindset to provide a consistent and high-quality experience for every customer. This position is fully remote, with up to 10% travel as needed.

Requirements

Experience working in customer success or a related function such as B2B sales, account management, or technical account management, preferably within technical consulting or SaaS industries
Proven ability to manage multiple customer relationships, timelines, and priorities in a fast-paced, high-growth environment
Strong communication and organizational skills, with comfort presenting to both internal stakeholders and external customers
Familiarity with onboarding workflows and cross-functional collaboration in technical delivery environments
Experience advocating for customers across teams to identify solutions, resolve blockers, and improve customer outcomes
Proficiency with CRM platforms and presentation tools, including Google Slides or PowerPoint
AWS Cloud Practitioner certification, or willingness to obtain certification within 60 days of hire
Ability to travel up to 10%

Responsibilities

Manage the customer experience from contract signature through Project Kickoff, ensuring timely preparation and alignment across all teams involved
Coordinate project start dates with customer availability and internal delivery capacity, working closely with the Operations team for resource planning
Lead Welcome calls and serve as the primary point of contact during onboarding, maintaining ownership until the Project Manager takes over at the Kickoff call
Work cross-functionally with Sales, Professional Services Delivery, CDW internal teams, and partner teams to streamline planning and eliminate blockers for service delivery
Ensure all technical prerequisites are completed before the Project Kickoff call, including AWS access, stakeholder coordination, and internal resource scheduling
For select customers, stay engaged from the first project Onboarding through the start of the following phases to provide customers with ongoing support and continuity
Maintain accurate onboarding dates and customer records in Mavenlink, ClickUp, and CRM systems to track milestones and early engagement progress
Communicate risks, issues, and customer feedback to internal teams to support improvements in onboarding and delivery
Provide early-stage support for strategic customers and facilitate a smooth handoff to project and delivery teams
Help reduce time-to-launch by identifying and resolving potential delays, contributing to more efficient revenue recognition
Stay informed on Mission Cloud service offerings and how they connect to customer needs to better guide customer discussions