Customer Success Manager

Aqueduct Technologies, Inc.; Canton (MA); On-site; USD 90,000 - 130,000; Full time

Job summary

Aqueduct Technologies, Inc. is seeking a Customer Success Manager (CSM) to serve as the trusted advisor for a portfolio of strategic Managed Services customers.

The CSM will build executive relationships, ensure measurable business value, drive service adoption, and lead governance across the customer lifecycle. Collaborating with Sales, Client Tech Advisors, Professional Services, NOC, EUS, and leadership, you will play a critical role in retention, satisfaction, and long-term growth.

Qualifications

• 3-7 years of Customer Success, Account Management, Technical Account Management, Managed Services, or client-facing consulting experience.
• Experience managing multiple customer relationships in MSP/IT Services/SaaS environments.
• Strong executive communication and presentation skills with the ability to translate technical concepts into business outcomes.
• Experience leading business reviews and demonstrating customer value through metrics and insights.
• Proven ability to create and maintain SOPs, governance processes, and customer documentation.

Responsibilities

• Serve as the primary customer advocate and strategic advisor for assigned accounts.
• Lead customer onboarding, service transitions, and ongoing adoption of Managed Services.
• Conduct Monthly Service Reviews (MSRs) and Quarterly Partnership Reviews (QPRs) showing business value via metrics and trends.
• Develop and maintain customer-specific SOPs, governance docs, comms plans, and runbooks.
• Monitor customer health, identify risks, and drive continuous service improvement.
• Analyze service performance and deliver executive-level reporting and recommendations.
• Collaborate across Sales, Service Delivery, Engineering, and Leadership for a high-quality customer experience.
• Identify opportunities to expand customer value through additional services and strategic tech initiatives.

Skills

Customer Success

Account Management

Technical Account Management

Managed Services

Client-facing consulting

Tools

Salesforce

ConnectWise

BrightGauge

Microsoft Office

Job description

Aqueduct Technologies is seeking a Customer Success Manager (CSM) to serve as the trusted advisor for a portfolio of strategic Managed Services customers. The CSM is responsible for building executive relationships, ensuring customers realize measurable business value, driving service adoption, and leading operational governance throughout the customer lifecycle.

Working closely with Sales, Client Technical Advisors, Professional Services, NOC, EUS, and leadership, the CSM plays a critical role in customer retention, satisfaction, and long‑term growth.

Core Responsibilities:

• Serve as the primary customer advocate and strategic advisor for assigned accounts.
• Lead customer onboarding, service transitions, and ongoing adoption of Managed Services.
• Conduct Monthly Service Reviews (MSRs) and Quarterly Partnership Reviews (QPRs) that demonstrate business value through operational metrics, trends, recommendations, and strategic planning.
• Develop and maintain customer‑specific Standard Operating Procedures (SOPs), governance documentation, communication plans, and operational runbooks.
• Monitor customer health, identify risks, and proactively drive continuous service improvement initiatives.
• Analyze service performance and operational data to deliver executive‑level reporting and actionable recommendations.
• Collaborate across Sales, Service Delivery, Engineering, and Leadership to ensure a consistent, high‑quality customer experience.
• Identify opportunities to expand customer value through additional services and strategic technology initiatives.

Required Skills and Qualifications:

• 3-7 years of Customer Success, Account Management, Technical Account Management, Managed Services, or client‑facing consulting experience.
• Experience managing multiple customer relationships in an MSP, IT Services, SaaS, or technology environment.
• Strong executive communication and presentation skills with the ability to translate technical concepts into business outcomes.
• Experience leading business reviews and demonstrating customer value through metrics and operational insights.
• Proven ability to create and maintain SOPs, customer documentation, and governance processes.
• Strong analytical, organizational, and project management skills.
• Experience with Salesforce, ConnectWise, BrightGauge, Microsoft Office, or similar CRM and reporting platforms.

Preferred Qualifications:

• ITIL v4 Foundation or Customer Success certification.
• Experience with business intelligence tools.
• Knowledge of cloud, cybersecurity, networking, infrastructure, and managed services.

Aqueduct Technologies is committed to developing a diverse and talented team. We celebrate and support diversity and are committed to making an inclusive environment for all employees and applicants including women, minorities, individuals with disabilities, members of the LGBTQIA community, veterans, and any other legally protected group. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant on the basis of any status protected by federal, state, or local laws.

Aqueduct Technologies is one of the largest IT solutions providers in the US, recognized for our relentless pursuit of customer satisfaction, our corporate culture, technology leadership, and our commitment to the local community. We pride ourselves on our world‑class engineering, the investments we make in our employees and our systems, and on our loyal base of customers and manufacturers. Recognized as one of the fastest‑growing, private companies in Massachusetts— and awarded the Best Place to Work in Boston for six, consecutive years— there is no better time to join Aqueduct than now!

This position is not eligible for visa sponsorship. Candidates must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.