Customer Success Manager

As a Customer Success Manager at CBTS, you'll own a portfolio of enterprise accounts and serve as the client's trusted advisor after the sale. You'll drive adoption, satisfaction, and growth through proactive engagement, helping clients realize measurable value from their CBTS solutions while building the kind of relationships that lead to long-term retention.

What you'll Do

• Serve as the primary post-sale point of contact and trusted advisor for a portfolio of enterprise accounts.

• Develop and execute tailored success plans that align CBTS solutions to each client's KPIs and business outcomes.

• Lead regular cadence calls, executive business reviews (EBRs), and on-site visits to demonstrate value and deepen relationships.

• Monitor account health dashboards, proactively flag risk indicators, and partner with Sales and Support on mitigation strategies.

• Drive net revenue retention by identifying expansion opportunities and collaborating with Account Executives on upsell and cross-sell.

• Advocate for clients internally, coordinating cross-functional resolution of escalated service issues.

• Keep CRM records accurate and current, including interaction logs, renewal milestones, and opportunity pipeline data.

• Customer onboarding completion within target timelines

• Customer satisfaction (CSAT) scores across supported accounts

• CRM data accuracy and completeness

• Responsiveness to customer inquiries

• Turnaround on internal escalation support

Required Skills

CRM Platforms (Salesforce or equivalent)

Customer Communication & Correspondence

Renewal & Retention Management

Microsoft Office / M365 Suite

Account Planning & Success Plan Development

Good to Have

Customer Success Platforms

Data Analysis / Reporting

IT Services & Managed Services

CBTS partners with mid-market and enterprise clients across North America to deliver technology solutions that move their business forward. We're looking for people who bring curiosity, ownership, and genuine care for the client experience — join us and help our clients succeed.

$55,000-86,000 Base salary

The compensation range in this posting reflects the Company’s good‑faith estimate at the time of publication. The applicable base pay range for any individual will be determined based on the candidate’s designated primary work location as well as factors including role scope and responsibilities, required qualifications, and the individual’s experience, education, skills, knowledge, and performance. Certain positions may also be eligible for additional compensation such as discretionary merit increases, bonuses, or sales‑based variable compensation in accordance with applicable plans and role requirements.