Customer Success Manager

Netsurit•New York, NY

3d•$110,000 - $120,000•Remote

About The Position

Netsurit is a global Managed Services Provider helping businesses grow, innovate, and secure their operations through technology. We operate across the United States and South Africa with a clear purpose: Supporting the Dreams of the Doers. We have been named to the Inc. 5000 Fastest Growing Companies (4 years running), recognized in the MSP 501 for 15 consecutive years, and are building one of the most exciting AI transformation practices in the mid-market. This is not a traditional Customer Success role; it is not a support role, a project administrator role, or a traditional account management role. You will become the trusted advisor and transformation partner for a portfolio of customers investing in AI-driven business change. You will work directly with executives, customers, delivery teams, AI specialists, and our leadership team to ensure our clients successfully adopt, implement, and realize value from AI. If you are successful in this role, you will experience one of the fastest learning curves of your career, work at the intersection of AI, Digital Transformation, Customer Success, Program Management, and Business Strategy, and gain exposure to executive leadership teams, AI transformation programs, real-world AI implementations, emerging AI technologies, and some of the most innovative mid-market organizations in North America. This role is designed for someone who wants to accelerate their career. You will not spend your days managing support tickets. You will lead AI Strategy Sprint engagements, help customers identify AI opportunities, coordinate delivery of AI initiatives, drive accountability and execution, protect customer relationships, identify growth opportunities, work closely with AI specialists and delivery teams, ensure customers realize measurable value, and become a key part of Netsurit's AI-led growth strategy.

Requirements

Customer Success experience
Digital Transformation experience
Program Management experience
Consulting experience
Strategic Account Management experience
Technology Services experience
AI Adoption Programs experience
Curious about AI
Adaptable
Excited to learn
Highly organized
Commercially aware
Customer obsessed
Comfortable with executives
Strong communicator
Hungry for growth
Able to manage ambiguity
Willing to challenge constructively
Focused on outcomes rather than activity

Nice To Haves

Experience in MSP, SaaS, Consulting, Microsoft, or AI-related environments is highly advantageous.

Responsibilities

Own a portfolio of Innovate customers
Build trusted executive-level relationships
Act as the primary customer advocate
Drive customer satisfaction and retention
Coordinate and participate in AI Strategy Sprint engagements
Help customers identify and prioritize AI opportunities
Facilitate executive workshops
Assist with roadmap and business case development
Manage multiple concurrent customer engagements
Coordinate with Netsurit's PMO office
Drive accountability across internal and customer teams
Escalate risks before they become issues
Identify expansion opportunities
Drive Secure AI adoption
Support Build, Run, Operate, and Protect opportunities
Contribute to renewals and customer growth
Present to executives and leadership teams
Communicate clearly and confidently
Manage expectations professionally
Navigate difficult conversations with diplomacy and firmness
Gain exposure to ChatGPT, Claude, Gemini, Microsoft Copilot, Secure AI, and Emerging AI platforms and tools