Customer Success Manager

Description

Impact is a leading national managed services provider, specializing in: IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support –with a driving focus to bring enterprise-level resources to the SMB and midmarket. We are committed to customer-centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth. Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do.


Founded in 1999, Impact proudly remains privately-held and locally-owned, employing 800+ experts across 20+ US locations. Recognized for rapid growth and innovation, Impact has seen over a 20% annual growth rate, and championed a vibrant, employee-focused culture.

Overview:

We are seeking an experienced and proactive Customer Success Manager (CSM) to join our team. The ideal candidate will be passionate about fostering strong, trusted partnerships with clients and guiding them to maximize the value of our managed services. This role focuses on ensuring customer satisfaction, optimizing client retention, and identifying growth opportunities by delivering a world-class customer experience.

Responsibilities:

• Client Relationship Management: Serve as the main point of contact for a portfolio of clients, ensuring a positive and productive client experience. Build and maintain strong, long-lasting relationships with key stakeholders.
• Onboarding & Implementation: Oversee client onboarding, including setup, training, and implementation of our IT, cybersecurity, digital transformation, and AI solutions. Ensure smooth transitions and successful launches.
• Customer Advocacy: Act as a trusted advisor to clients, understanding their needs, goals, and challenges. Advocate for clients internally, collaborating closely with service delivery, product, and engineering teams to address client concerns and drive solutions.
• Proactive Engagement & Optimization: Regularly engage with clients to provide insights, share best practices, and ensure optimal service utilization. Drive proactive conversations on performance improvements and future needs.
• Renewals & Upselling: Manage renewals and identify upsell opportunities, positioning new services and upgrades to align with the client’s evolving needs.
• Issue Resolution & Escalation: Quickly address and resolve any client issues or escalations, ensuring timely and effective solutions to maintain high levels of satisfaction.
• Performance Metrics & Reporting: Track and report on key performance indicators (KPIs) such as retention rates, customer satisfaction scores, and expansion revenue. Use metrics to guide strategic account planning and success strategies.
• Feedback Loop: Capture and communicate client feedback to cross-functional teams, contributing insights to shape future service offerings and product developments.

Things we are looking for:

The ideal candidate will demonstrate the following characteristics:

• Resourceful: Able to prioritize, multi-task, and perform effectively in ambiguous environments.
• Communicative: Exceptional organizational, presentation, and people interpersonal skills.
• Influential: Strong relationship management skills; proven ability to effectively navigate organizations and champion joint partnerships.
• Engaging : Highly effective at leading and facilitating executive meetings and engaging with the C-Suite

Qualifications:

• Bachelor’s degree in Business, Information Technology, or a related field is preferred.
• 3+ years of experience in Customer Success, Account Management, Account Executive or a related role in a managed services, IT, cybersecurity, or digital transformation environment.
• Strong understanding of IT solutions, cybersecurity frameworks, and digital transformation strategies. Knowledge of AI and machine learning applications is a plus.
• Proven track record of managing complex client relationships and delivering high client satisfaction.
• Excellent communication, presentation, and interpersonal skills.
• Ability to identify customer needs and propose tailored solutions to meet those needs.
• Experience working with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms.

Why Join Us?

Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a time.

At the heart of everything we do are our core values, which guide how we work, grow, and succeed together:  

• Innovation : We embrace change because innovation lives outside the comfort zone
• Passion : We are driven by purpose, fueled by passion, and obsessed with making an impact
• Honesty : We are fiercely transparent and consistently honest
• Fun : We fuel work with fun, knowing life's too short for boring 
• Low Ego : We champion ideas over titles, because brilliance knows no rank
• One Team : We win as a team, we lose as a team, we are one team

Benefits

• Expected salary range $80,000 - $100,000 plus commission eligibility
• 20 days of PTO
• 7 sick days
• 12+ paid holidays
• Paid Parental Leave
• Comprehensive Health, Disability Life, Dental and Vision Plans
• 401(K) & retirement plans 
• Continued education reimbursement 
• On-going training & development opportunities

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