Customer Success Manager

SoftwareOne•Milwaukee, WI

44d•$60,000 - $90,000•Hybrid

About The Position

As a Customer Success Manager (CSM), you sit at the center of the action. You will own the full customer journey end-to-end, from the first quote to renewal and everything in between. You will be the fact of the business to our customers, and you will set the tone for how we show up: consultative, responsive, and always thinking one step ahead. You’ll spend real time with customers, partner closely with Sales, and help uncover growth opportunities along the way—whether that’s an upsell, co‑sell, or a new way to solve a customer’s problem. If you thrive at the intersection of customer experience, revenue growth, and team leadership—and want to build something impactful—this role was made for you. Note: This role requires you to be on-site 3 days per week.

Requirements

Bachelor’s degree preferred, equivalent experience acceptable
1-2+ years in a Customer Success, Sales Operations, Inside Sales or similar role; preference will be given to candidates with a background in operational licensing or services
Understanding the processes of quote and order management, onboarding a client and after sales.
Experienced in Working in a Matrix Organization
Experience working with customers; building and maintaining relationships
Good presentation, communication, organization, multitasking, project and time management skills.
Problem solving, critical thinking and consultative skills required.
Ability to research multiple sources to find data

Responsibilities

Own the end‑to‑end customer journey from quote to cash, ensuring a seamless, high‑impact customer experience.
Develop strong relationships with field sales teams and act as a trusted partner to customers.
Spend meaningful time engaging directly with customers, including onboarding, reviews, renewals, and escalations.
Acts as the single point of contact for account managers and customers, supporting their day-by-day delivery and overseeing customer experience
Coordinate with the relevant Licensing Specialists to provide license knowledge and support during the sales process.
Proactively identify upsell, cross‑sell, renewal, and expansion opportunities through customer engagement.
Consistently execute across quoting, ordering, billing, renewals, and collections.
Use data and insights to track customer health, retention, and revenue growth, driving continuous improvement.
Responsible for brand new publisher and deal registration inclusive of local programme management and setup.
Enable customers to self-serve where applicable.
Focus on resolution times and output instead of tasks performed for the customer.
Supports QBR meetings from an operational perspective.
5% for potential occasional travel to visit customers or internal meetings.

Benefits

Generous pay with bonus structure (quarterly or bi-annual depending on the role)
Independent environment without a lot of red tape where you are empowered to make decisions
Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions plus additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness
401k program with employer matching 50% up to the first 10% of employee’s contributions
Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice
Access to EAP and concierge services plus pre-paid legal at no cost
Abundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO)
Employee stock purchase plan
Learning and development opportunities galore, tuition reimbursement, and much more!
Specific to Nashville and Milwaukee-based office employees: company-paid parking
Winning culture, inclusive environment, and friendly people all over the world
A remote-friendly organization, with colleagues working remotely either part or full-time