Customer Success Manager

IT Management Corp. dba 101 VOICE•Santa Clara, CA

30d

About The Position

ITMC is seeking a Customer Success Manager (CSM) to manage and grow a portfolio of existing SLED accounts. This role builds trusted customer relationships, drives retention, identifies expansion opportunities, and ensures customers get maximum value from their technology investments. The ideal candidate combines account management skills with a consultative approach, serving as a strategic partner to school districts, government agencies, and other public sector organizations while collaborating with sales, engineering, operations, and leadership.

Requirements

3–5 years of experience in Customer Success, Account Management, Account Executive, or Sales within a VAR, MSP, UCaaS, networking, cybersecurity, or technology solutions environment.
Experience supporting public sector, government, or education customers preferred.
Understanding of networking, cloud, cybersecurity, communications, or managed services solutions.
Strong relationship-building, communication, and presentation skills.
Experience managing multiple accounts and competing priorities.
Proficiency with CRM platforms such as HubSpot or Salesforce.
Strong organizational skills and attention to detail.
Customer-first mindset with strong business acumen and consultative problem-solving.
Ability to build trust and credibility with executive-level stakeholders.
Self-motivated, organized, and results-oriented; adaptable in a fast-paced environment.
Collaborative team player with strong follow-through and accountability.

Responsibilities

Serve as primary point of contact for a portfolio of SLED accounts, building relationships with IT leaders, administrators, procurement teams, and key stakeholders.
Conduct regular business reviews to understand customer goals, challenges, and upcoming initiatives.
Monitor customer health, identify risks, and proactively address issues before they affect the relationship.
Coordinate with internal teams to ensure successful project delivery and support, acting as the voice of the customer.
Identify opportunities to expand existing accounts through additional solutions and services.
Partner with sales and engineering to build strategic account plans and technology roadmaps.
Support contract renewals and help customers evaluate new technologies aligned to their objectives.
Generate customer quotes and proposals, and track opportunities, renewals, and engagement in the CRM.
Coordinate with engineering, project management, support, and vendor partners on customer outcomes.
Assist with vendor registrations and sales support activities as needed.
Maintain accurate customer records and account documentation.
Share customer feedback and market insights to help improve service offerings.