Customer Success Manager

Lensa; Chicago (IL); Remote; USD 120,000 - 188,000; Full time

Job summary

A leading career site is seeking a Customer Success Engineer for a remote position with Celestica. This role involves troubleshooting and resolving customer issues related to networking, storage, and server software, while also engaging with customers to enhance their experience. The ideal candidate will have extensive experience in technical support and customer management, with a focus on operational excellence.

Qualifications

• 10+ years of industry experience required.
• Bachelor’s degree or equivalent experience preferred.
• Strong operational experience in networking and customer engagement.

Responsibilities

• Manage customer relationships to ensure retention and expansion.
• Lead support teams and act as primary technical contact.
• Analyze data and create reports for account success.

Skills

Customer Relationship Management

Technical Troubleshooting

Networking Protocols

Problem Solving

Data Analysis

Education

Bachelor’s degree or equivalent experience

Job description

Job Title: Customer Success Engineer (Remote)

Be among the first 25 applicants

Lensa is the leading career site for job seekers at every stage of their career. Our client, Celestica, is seeking professionals in Chicago, IL. Apply via Lensa today!

Req ID: 126128

Remote Position: Yes

Region: Americas

Country: USA

Summary

This is an exciting opportunity in Celestica’s Hardware Platform Solutions (HPS) to make a positive impact and be part of a rapid business growth in a dynamic environment. This individual contributor reports to the Customer Experience (CX) organization and will be responsible for troubleshooting and resolving customer issues related to networking (Switching and Network Security), storage, or server software. The role is hands-on with an account management focus. The successful candidate will be an experienced problem solver, skilled in working on and resolving technical issues, interfacing with customers, and managing escalations on critical networks/operations. They should remain calm under pressure and have strong operational experience to drive issue resolution systematically and efficiently.

Customer Success Engineers engage with customers to understand their topology, provide suggestions, answer questions, review configurations, and troubleshoot issues. They also participate in pre-sales activities, assisting Sales Engineers and Business Development teams. A thorough understanding of networking protocols common in Data Center, Enterprise, and Campus scenarios is required, along with troubleshooting experience across a wide range of network issues. Knowledge of switch and router architecture is essential. Travel may be up to 25%.

Responsibilities

• Manage customer relationships to ensure retention and expansion
• Apply in-depth knowledge of network, storage, and server products to resolve issues
• Lead support teams or projects as needed
• Act as the primary technical contact with customers or partners
• Identify root causes and propose solutions based on systems architecture knowledge
• Coordinate with design teams to create and implement solutions
• Design, configure, troubleshoot, and optimize network hardware and topologies (DC/Enterprise/Campus)
• Deep understanding of Switching, Network Security, and Routing hardware architecture
• Manage relationships with key vendors and partners
• Stay updated with industry knowledge and regulations
• Communicate with suppliers, customers, contractors, and internal teams
• Analyze data, create reports, and establish KPIs for account success
• Travel up to 25%, domestically and internationally

Physical Demands

• Work performed in a typical office environment
• Extended periods of sitting and visual concentration required
• Manual movements such as data entry and mouse use frequently required
• Occasional travel may be necessary

Experience & Education

10+ years of industry experience. Bachelor’s degree or equivalent experience. Educational requirements may vary by geography.

Additional Notes

This job description is not exhaustive. Duties and their time allocations may change. Salary range: $120k-$188k, based on experience and qualifications.

Celestica is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, or other protected characteristics.

Location

This is a remote position, with travel as needed. Candidates near major US airports or in specified states are preferred.

Company Overview

Celestica (NYSE, TSX: CLS) partners with leading brands in Aerospace and Defense, Communications, Enterprise, HealthTech, Industrial, Capital Equipment, and Energy. Headquartered in Toronto, with over 40 locations across 13 countries, we deliver innovative solutions from design to aftermarket services.