Customer Success Manager

CBTS•Cincinnati, OH

6d•$55,000 - $86,000

About The Position

As a Customer Success Manager, you will own a portfolio of CBTS enterprise accounts. You will drive adoption, satisfaction, and growth through proactive engagement. You will guide clients to realize value from their CBTS solutions and shape retention strategies aligned to their business objectives.

Requirements

Bachelor's degree in Business, Communications, or Information Technology, or an MBA/Master's degree
8+ years of relevant experience
CRM platforms (Salesforce or equivalent)
Customer communication and correspondence
Renewal and retention management
Microsoft Office / M365
Account planning and success plan development
Client relationship management, problem solving, and commercial and financial knowledge

Nice To Haves

Customer success platforms
Data analysis and reporting
IT services and managed services experience
Change management and stakeholder management

Responsibilities

Serve as the primary post-sale point of contact and trusted advisor for your enterprise clients
Develop and execute tailored success plans that align CBTS solutions to client KPIs and drive measurable business outcomes
Lead regular cadence calls, executive business reviews (EBRs), and on-site visits to assess satisfaction, demonstrate value, and deepen relationships
Monitor account health dashboards, identify risk indicators early, and carry out mitigation plans with Sales and Support
Drive net revenue retention by identifying expansion opportunities and partnering with Account Executives on upsell and cross-sell within established accounts
Coordinate cross-functional resolution of escalated service issues, acting as the client's advocate within CBTS
Keep CRM records accurate and current, including interaction logs, renewal milestones, and opportunity pipeline data