Job Details

At Impact, we specialize in Managed Services across IT, Cybersecurity, Digital Transformation, Marketing, and AI. We are dedicated to helping businesses secure, optimize, and transform their digital ecosystems to meet today's complex demands. 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.

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:

1. 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.
2. 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.
3. 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.
4. 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.
5. Renewals & Upselling: Manage renewals and identify upsell opportunities, positioning new services and upgrades to align with the client's evolving needs.
6. Issue Resolution & Escalation: Quickly address and resolve any client issues or escalations, ensuring timely and effective solutions to maintain high levels of satisfaction.
7. 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.
8. Feedback Loop: Capture and communicate client feedback to cross-functional teams, contributing insights to shape future service offerings and product developments.

What We Look For:

• Resourceful: Able to prioritize, multi-task, and perform effectively in ambiguous environments.
• Communicative: Exceptional organizational, presentation, and 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, or a related role in managed services, IT, cybersecurity, or digital transformation environments.
• 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.
• Experience working with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms.

Why Join Us?

• Impactful Work: Drive meaningful digital transformations that safeguard and optimize clients' most critical assets.
• Growth Opportunities: Our industry is at the forefront of innovation, and we're committed to supporting your career development and advancement.
• Inclusive Culture: Join a supportive, collaborative team environment where diversity is celebrated, and each team member is valued.
• Learning & Development: We believe in continuous growth. Access a wealth of learning resources, certifications, and development programs to stay ahead in the industry.

Benefits:

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