Customer Success Manager

CBTS • Mineral, VA

10d • $55,000 - $86,000

About The Position

As a Customer Success Manager at CBTS, you'll own a portfolio of enterprise accounts and serve as their most important post-sale relationship — the trusted advisor who bridges technology solutions to real business outcomes. You'll keep clients engaged, growing, and succeeding by connecting what CBTS delivers to what matters most to each client's business.

Requirements

• Bachelor's degree in Business, Communications, Information Technology, or related field; MBA or Master's preferred.
• 8+ years of relevant experience in customer success, account management, or client-facing roles.
• Proficiency with CRM platforms (Salesforce or equivalent) and Microsoft 365 / M365 Suite.
• Strong track record in renewal and retention management, including success plan development.
• Excellent client communication skills — written, verbal, and executive-level presentation.
• Solid commercial and financial acumen; able to connect technology value to client business goals.

Nice To Haves

• Experience with customer success platforms (Gainsight, Totango, ChurnZero, or similar).
• Background in IT services, managed services, or technology solutions environments.
• Comfort with data analysis and reporting to support account health storytelling.

Responsibilities

• Serve as the primary post-sale point of contact and trusted advisor for a portfolio of CBTS enterprise accounts.
• Build and execute tailored success plans that align CBTS solutions to each client's KPIs and drive measurable outcomes.
• Lead regular cadence calls, executive business reviews (EBRs), and on-site visits to demonstrate value and deepen relationships.
• Monitor account health, identify risk indicators early, and execute proactive retention strategies in partnership with Sales and Support.
• Drive net revenue retention by spotting and collaborating on upsell and cross-sell opportunities within your existing accounts.
• Coordinate cross-functional escalation resolution — acting as the client's internal champion to deliver timely, effective outcomes.
• Keep CRM records current and accurate: interaction logs, renewal milestones, and opportunity pipeline data.

Benefits

• Strong professional development — we invest in your growth with real learning opportunities.
• A team of specialists across networking, cloud, cybersecurity, unified communications, and managed services to back you up.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior