Customer Success Manager

Strategic Communications; Buffalo (NY); Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Life Insurance

Vision Insurance

Disability Insurance

401k Plan

Paid Vacation Days

Paid Sick Days

Paid Holidays

Dog-friendly office

Wellness incentives

Referral bonuses

Job summary

Strategic Communications is seeking a Customer Success Manager to guide customers through onboarding, adoption, and value realization of our cloud-based services.

You will partner with sales, product, and support to ensure retention and growth, manage renewals, and occasionally travel up to 50% to Albany, NY; candidates must reside in New York.

This role requires 5+ years in B2B SaaS sales, strong communication, and the ability to translate technical concepts for government and commercial clients.

Qualifications

• 5+ years of B2B sales with a proven track record of exceeding quotas.
• 2+ years selling IaaS (AWS, Azure, GCP), SaaS, and security solutions.
• Experience selling to government entities is strongly preferred.

Responsibilities

• Guide customers through onboarding and implementation.
• Provide training and create customer-facing documentation.
• Build trust-based relationships and understand customer goals.
• Monitor usage and conduct regular business reviews to ensure success.
• Advocate for customers and communicate feedback to product/sales teams.
• Assist with renewals and identify upsell opportunities.
• Coordinate with support to resolve issues promptly.

Skills

B2B sales

IaaS/SaaS sales

CRM proficiency

Education

Diploma required

Bachelor's degree preferred

AWS Cloud Practitioner

Tools

Tigerpaw

Hubspot

Microsoft Office

Job description

Position Title

Customer Success Manager

Location

This position is remote, with approximately 25- 50% travel to Albany, NY. Candidates must reside in the state of New York.

Join Us

Our mission is to make an impact within communities by providing the knowledge, resources and innovative solutions delivered through an alliance of Information Technology Integrators, Independent Software Vendors, and Cloud Providers with a common vision in resolving critical challenges directly impacting citizens.

Compensation

Compensation will include a base salary + commission/bonus incentives. Total compensation will be determined based on a variety of factors to include: knowledge, skills, experience, education, geographic location and certifications.

Position Overview

The primary goal of the Customer Success Manager is to ensure that customers achieve their desired outcomes while using the company's products or services (generally subscription-based or ongoing services such as SaaS (Software as a Service), cloud services, and enterprise solutions), thereby driving customer satisfaction, retention, and growth.

Company Overview

Are you ready to make a real impact? Join our dynamic Public Sector Cloud Services division where your passion for innovation and dedication to mission success will shine. As a leading provider of cloud solutions, we empower state, local, education (SLED), federal government, and commercial enterprises with cutting-edge technology. With top-tier authorizations from major Cloud OEMs such as AWS, Microsoft, Google, Oracle, IBM, and Equinix, and contract vehicles including NASPO ValuePoint, Omnia, and NASA SEWP-V, we are poised for exponential growth. Become a trusted advisor and mission partner to some of the largest federal and state agencies.

Key Responsibilities

• Onboarding and Implementation:
  • Guide new customers through the onboarding process, ensuring a smooth transition from sales to active usage.
  • Assist with the implementation of the product or service, helping to configure it according to the customer's needs.
• Customer Training:
  • Provide training sessions and resources to help customers understand and effectively use the product.
  • Create and maintain documentation, tutorials, and FAQs to support customer learning.
• Relationship Building:
  • Develop strong, trust-based relationships with customers, becoming their primary point of contact.
  • Understand the customer's business goals, challenges, and industry to tailor the support and guidance provided.
• Proactive Support:
  • Monitor customer usage and engagement with the product to identify potential issues or opportunities.
  • Conduct regular check-ins and business reviews to ensure the customer is on track to achieve their goals.
• Advocacy and Feedback:
  • Act as an advocate for the customer within the company, ensuring their needs and feedback are communicated to relevant teams (e.g., product development, sales, marketing).
  • Collect and analyze customer feedback to identify trends and areas for improvement.
• Renewals and Upsells:
  • Work closely with the sales team to manage contract renewals and identify opportunities for upselling or cross-selling additional products or services.
  • Develop strategies to reduce churn and increase customer lifetime value.
  • Records and reports meaningful sales activity including: calls, emails, meetings, appointments, opportunities, wins & losses in Hubspot, Tigerpaw or other business systems.
• Problem Solving and Issue Resolution:
  • Address customer issues and concerns promptly, coordinating with technical support and other departments as needed.
  • Develop and implement action plans to resolve customer problems and enhance their overall experience.

Required Qualifications

• Experience: 5+ years of B2B sales with a proven track record of exceeding sales quotas, and 2+ years of experience selling IaaS (AWS, Azure, GCP), SaaS, and security solutions. OEM sales certifications are preferred.
• Industry Knowledge: Thorough understanding of IT terminology, with the ability to translate technical concepts for non-technical stakeholders. Prior experience selling to state and local government entities is strongly preferred.
• Sales Acumen: Demonstrated success in building new business relationships and comfort with cold-calling and interacting with C-level executives.
• Technical Proficiency: Intermediate proficiency in Microsoft Office and experience with CRM software (Tigerpaw and Hubspot preferred).
• Education: Diploma required; Bachelor’s degree or higher preferred. AWS Cloud Practitioner certification to be completed within ninety (90) days of hire.
• Government Sales Experience: At least 3 years of experience in solution selling to government entities with a referenceable list of existing customer relationships.
• Immediate Impact: Ability to leverage existing relationships and hit the ground running within 90 days.
• ISO 9001:2015 training - to be completed within ninety (90) days of hire

Preferred Qualifications

• Solutions & Professional Services Sales: Optimization, Migration, and Artificial Intelligence
• Government Sales Experience: At least 3 years of experience in solution selling to government entities with a referenceable list of existing customer relationships.
• Immediate Impact: Ability to leverage existing relationships and hit the ground running within 90 days.

Key Competencies and Behaviors

• Numbers Driven: You know sales is a numbers game and are always seeking ways to be more productive and efficient.
• Competitive: You thrive on competition, whether against others or personal benchmarks, and hate losing more than you love winning.
• Persistent: You are confident in overcoming objections and are comfortable being seen as persistent.
• Independent: You are a self-driven professional who operates effectively with minimal oversight and drives results independently.
• Trusted Advisor: Your passion for serving public sector missions makes you a valued partner and advisor to your clients.
• Positive Attitude: Warm and inviting personality that fosters strong relationships.
• Team Oriented: Works well in collaborative environments and with cross-functional teams.
• Adaptable: Demonstrates strong adaptability and stress tolerance in a fast-paced environment.

Physical Requirements

Work is generally sedentary in nature, but may require standing and walking for up to 20% of the time. The work environment is generally favorable. Lighting and temperature are reasonable. Work is generally performed within an office environment, with standard office equipment available.

Require use of multiple computer monitors and software programs simultaneously, desk phone, mouse and keyboard.

Benefits

• Medical Insurance
• Dental Insurance
• Life Insurance
• Vision Insurance
• Long-term and Short-term Disability Insurance
• 401k Plan
• Paid Vacation Days
• Paid Sick Days
• Paid Holidays

Other Benefits

• Dog-friendly corporate office
• wellness incentives
• referral bonuses

Screening Requirements

• Background Check
• Drug Testing