Manager, Customer Success Team
About The Position
All Lines Technology is seeking an experienced Customer Success Manager to join its Customer Success organization. This strategic, customer-facing role manages relationships with the company’s largest and most complex clients, serving as a trusted advisor who aligns technology investments with business objectives and supports long-term customer success. The Customer Success Manager partners with customer executives, IT leadership, and internal teams to identify opportunities, mitigate risks, improve customer outcomes, and strengthen strategic partnerships. The role leads Strategic Business Reviews (SBRs), presenting data-driven insights, technology recommendations, and actionable plans in support of customer goals. Success requires business acumen, technical aptitude, executive presence, and a commitment to building long-term customer relationships.
Requirements
- Bachelor's degree in Business, Information Technology, or a related field, or equivalent experience in lieu of a degree.
- At least 3 years of customer service, customer success, account management, or IT-related experience.
- At least 2 years in a customer-facing role managing client relationships.
- Strong technical acumen and ability to discuss infrastructure, cloud, cybersecurity, networking, and managed IT services.
- Experience presenting to executive stakeholders and facilitating business discussions.
- Excellent communication, organizational, analytical, and problem-solving skills.
Nice To Haves
- Experience working within an MSP, technology consulting, or IT services organization.
- ITIL, Customer Success, Project Management, or related certifications.
- Experience with CRM, ConnectWise PSA, reporting, and business intelligence platforms.
- Proven success managing strategic client relationships with enterprise or mid-market organizations.
Responsibilities
- Serve as the primary strategic advisor for an assigned portfolio of top-tier and complex clients.
- Develop executive-level relationships and maintain a deep understanding of customer business objectives, technology environments, and success metrics.
- Lead Strategic Business Reviews (SBRs), presenting operational insights, technology trends, risks, opportunities, and strategic recommendations.
- Create and execute customer success plans that drive retention, satisfaction, adoption, and long-term partnership growth.
- Act as the voice of the customer by proactively identifying risks, addressing concerns, and coordinating internal resources to ensure successful outcomes.
- Collaborate with Service Delivery, Professional Services, Security, Sales, and Project Management teams to align services with customer goals.
- Analyze customer health, service trends, project performance, and business outcomes to recommend improvements and strategic initiatives.
- Support customer retention and growth through consultative planning and trusted-advisor relationships.
Benefits
- Medical, dental, and vision insurance plans.
- Company-paid life insurance and long-term disability coverage.
- Optional supplemental benefits.
- Paid time off (PTO) starting in the first year of employment.
- Seven paid holidays annually.
- 401(k) plan with safe harbor match, including traditional and Roth options.
- Employee referral program with bonus opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
