Customer Success Manager

CBTS; Boston (MA); On-site; USD 55,000 - 86,000; Full time

Job summary

CBTS is seeking a Customer Success Manager to own a portfolio of enterprise accounts post-sale, serving as the trusted advisor who links CBTS capabilities to client business outcomes.

You will build tailored success plans, lead executive business reviews, and drive retention by forecasting risk and coordinating with Sales and Support. Strong communication and financial acumen are essential.

Qualifications

• Bachelor's degree in Business, Communications, IT or related field; MBA or Master's preferred.
• 8+ years in customer success, account management, or client-facing roles.
• Proven ability to align solutions with client KPIs and drive revenue retention.

Responsibilities

• Serve as primary post-sale point of contact for a portfolio of CBTS enterprise accounts.
• Build and execute tailored success plans to align CBTS solutions with client KPIs.
• Lead cadence calls and executive reviews to demonstrate value and deepen relationships.
• Monitor account health and drive proactive retention strategies with Sales and Support.
• Identify upsell/cross-sell opportunities and coordinate cross-functional escalation resolutions.

Skills

CRM familiarity

Salesforce

Executive communication

Renewal management

Business acumen

Education

Bachelor's degree in Business/IT/related field

Tools

Gainsight

Totango

ChurnZero

Microsoft 365

Job description

As a Customer Success Manager at CBTS, you'll own a portfolio of enterprise accounts and serve as their most important post-sale relationship — the trusted advisor who bridges technology solutions to real business outcomes. You'll keep clients engaged, growing, and succeeding by connecting what CBTS delivers to what matters most to each client's business.

WHAT YOU'LL DO

• Serve as the primary post-sale point of contact and trusted advisor for a portfolio of CBTS enterprise accounts.
• Build and execute tailored success plans that align CBTS solutions to each client's KPIs and drive measurable outcomes.
• Lead regular cadence calls, executive business reviews (EBRs), and on-site visits to demonstrate value and deepen relationships.
• Monitor account health, identify risk indicators early, and execute proactive retention strategies in partnership with Sales and Support.
• Drive net revenue retention by spotting and collaborating on upsell and cross-sell opportunities within your existing accounts.
• Coordinate cross-functional escalation resolution — acting as the client's internal champion to deliver timely, effective outcomes.
• Keep CRM records current and accurate: interaction logs, renewal milestones, and opportunity pipeline data.

Education & Experience

• Bachelor's degree in Business, Communications, Information Technology, or related field; MBA or Master's preferred.
• 8+ years of relevant experience in customer success, account management, or client-facing roles.

Core Skills

• Proficiency with CRM platforms (Salesforce or equivalent) and Microsoft 365 / M365 Suite.
• Strong track record in renewal and retention management, including success plan development.
• Excellent client communication skills — written, verbal, and executive-level presentation.
• Solid commercial and financial acumen; able to connect technology value to client business goals.

Nice to Have

• Experience with customer success platforms (Gainsight, Totango, ChurnZero, or similar).
• Background in IT services, managed services, or technology solutions environments.
• Comfort with data analysis and reporting to support account health storytelling.
• Client relationship management — you build trust at every level of an organization.
• Ownership mentality — you treat your accounts like your own business.
• Proactive problem-solving — you see issues before they become escalations.
• Collaboration — you work across Sales, Support, and Solutions to get things done for clients.

WHY CBTS

• Work with a portfolio of enterprise clients across North America — meaningful, complex relationships.
• A collaborative, growth-focused culture that combines the stability of an established enterprise with an entrepreneurial mindset.
• Strong professional development — we invest in your growth with real learning opportunities.
• A team of specialists across networking, cloud, cybersecurity, unified communications, and managed services to back you up.

$55,000-$86,000 base not including commission.

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.