Customer Success Manager

Aqueduct Technologies Inc. • Canton, MA

15d

About The Position

Aqueduct Technologies is seeking a Customer Success Manager (CSM) to serve as the trusted advisor for a portfolio of strategic Managed Services customers. The CSM is responsible for building executive relationships, ensuring customers realize measurable business value, driving service adoption, and leading operational governance throughout the customer lifecycle. Working closely with Sales, Client Technical Advisors, Professional Services, NOC, EUS, and leadership, the CSM plays a critical role in customer retention, satisfaction, and long-term growth.

Requirements

• 3–7 years of Customer Success, Account Management, Technical Account Management, Managed Services, or client-facing consulting experience.
• Experience managing multiple customer relationships in an MSP, IT Services, SaaS, or technology environment.
• Strong executive communication and presentation skills with the ability to translate technical concepts into business outcomes.
• Experience leading business reviews and demonstrating customer value through metrics and operational insights.
• Proven ability to create and maintain SOPs, customer documentation, and governance processes.
• Strong analytical, organizational, and project management skills.
• Experience with Salesforce, ConnectWise, BrightGauge, Microsoft Office, or similar CRM and reporting platforms.

Nice To Haves

• ITIL v4 Foundation or Customer Success certification.
• Experience with business intelligence tools.
• Knowledge of cloud, cybersecurity, networking, infrastructure, and managed services.

Responsibilities

• Serve as the primary customer advocate and strategic advisor for assigned accounts.
• Lead customer onboarding, service transitions, and ongoing adoption of Managed Services.
• Conduct Monthly Service Reviews (MSRs) and Quarterly Partnership Reviews (QPRs) that demonstrate business value through operational metrics, trends, recommendations, and strategic planning.
• Develop and maintain customer-specific Standard Operating Procedures (SOPs), governance documentation, communication plans, and operational runbooks.
• Monitor customer health, identify risks, and proactively drive continuous service improvement initiatives.
• Analyze service performance and operational data to deliver executive-level reporting and actionable recommendations.
• Collaborate across Sales, Service Delivery, Engineering, and Leadership to ensure a consistent, high-quality customer experience.
• Identify opportunities to expand customer value through additional services and strategic technology initiatives.

Benefits

• We celebrate and support diversity and are committed to making an inclusive environment for all employees and applicants including women, minorities, individuals with disabilities, members of the LGBTQIA community, veterans, and any other legally protected group.
• We are an Equal Opportunity Employer and do not discriminate against any employee or applicant on the basis of any status protected by federal, state, or local laws.
• world-class engineering
• investments we make in our employees and our systems
• Best Place to Work in Boston for six, consecutive years

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed