Manager, Customer Success

Fire Fighter Sales & Service Co. • Cranberry Township, PA

21d • Onsite

About The Position

We are seeking an experienced Customer Success Manager (CSM) to join our Customer Success organization. This strategic, customer-facing role is responsible for managing relationships with All Lines Technology's largest and most complex clients, serving as a trusted advisor who aligns technology investments with business objectives and drives 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. A key responsibility of this role is leading Strategic Business Reviews (SBRs), delivering data-driven insights, technology recommendations, and actionable plans that support customer goals. Success in this position requires strong business acumen, technical aptitude, executive presence, and a passion for 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.
• Minimum of 5 years of customer service, customer success, account management, or IT-related experience required.
• Minimum of 3 years in a customer-facing role managing client relationships required.
• Strong technical acumen and the 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 your first year of employment.
• Seven (7) paid holidays annually.
• 401(k) plan with safe harbor match, including both traditional and Roth options.
• Business casual office environment.
• Employee referral program with bonus opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree