Customer Success Manager

Fire Fighter Sales & Service Co.; Cranberry Township (Butler County); On-site; USD 85,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Disability coverage

Paid time off

7 paid holidays

401(k) plan with match

Casual office environment

Referral program with bonuses

Job summary

Vast Enterprises Inc. in Cranberry Township, PA is seeking an experienced Customer Success Manager to manage relationships with large, complex clients, aligning technology investments with business objectives and driving long-term customer success.

The role leads Strategic Business Reviews (SBRs), delivers data-driven insights, and develops actionable plans to support customer goals. Strong business sense, technical aptitude, and executive presence are essential to succeed.

Qualifications

• Bachelor's Degree in Business, Information Technology, or related field, or equivalent experience.
• Minimum of 3 years of customer service, customer success, account management, or IT-related experience.
• Minimum of 2 years in a customer-facing role managing client relationships.
• Strong technical acumen and ability to discuss infrastructure, cloud, cybersecurity, networking, and managed IT services.
• Experience presenting to executive stakeholders and facilitating business discussions.
• Excellent communication, organizational, analytical, and problem-solving skills.

Responsibilities

• Serve as the primary strategic advisor for an assigned portfolio of top-tier and complex clients.
• Develop executive-level relationships and maintain understanding of customer objectives, technology environments, and success metrics.
• Lead Strategic Business Reviews (SBRs), presenting operational insights, technology trends, risks, opportunities, and strategic recommendations.
• Create and execute customer success plans driving retention, satisfaction, adoption, and long-term partnerships.
• Act as the voice of the customer by identifying risks and coordinating internal resources for successful outcomes.
• Collaborate with Service Delivery, Professional Services, Security, Sales, and Project Management to align services with customer goals.
• Analyze customer health, service trends, project performance, and business outcomes to propose improvements and initiatives.
• Support customer retention and growth through consultative planning and trusted-advisor relationships.

Skills

Customer relationships

Executive communication

IT knowledge

CRM tools

Education

Bachelor's degree or equivalent

Tools

CRM software

ConnectWise PSA

BI/reporting tools

Job description

Job Details: Job Location: Vast Enterprises Inc - Cranberry Township, PA 16066, Position Type: Full Time, Education Level: 4 Year Degree, Travel Percentage: None, Job Shift: Day, Job Category: Customer Service,

Position Overview

We are seeking an experienced Customer Success Manager (CSM) to join our Customer Success organization. This strategic, customer-facing role is responsible for managing relationships with All Lines Technology's largest and most complex clients, serving as a trusted advisor who aligns technology investments with business objectives and drives long-term customer success.

Job Summary

The Customer Success Manager partners with customer executives, IT leadership, and internal teams to identify opportunities, mitigate risks, improve customer outcomes, and strengthen strategic partnerships. A key responsibility of this role is leading Strategic Business Reviews (SBRs), delivering data-driven insights, technology recommendations, and actionable plans that support customer goals.

Success in this position requires strong business acumen, technical aptitude, executive presence, and a passion for building long-term customer relationships.

Key Responsibilities

Customer Success Manager (CSM)

• Serve as the primary strategic advisor for an assigned portfolio of top-tier and complex clients.
• Develop executive-level relationships and maintain a deep understanding of customer business objectives, technology environments, and success metrics.
• Lead Strategic Business Reviews (SBRs), presenting operational insights, technology trends, risks, opportunities, and strategic recommendations.
• Create and execute customer success plans that drive retention, satisfaction, adoption, and long-term partnership growth.
• Act as the voice of the customer by proactively identifying risks, addressing concerns, and coordinating internal resources to ensure successful outcomes.
• Collaborate with Service Delivery, Professional Services, Security, Sales, and Project Management teams to align services with customer goals.
• Analyze customer health, service trends, project performance, and business outcomes to recommend improvements and strategic initiatives.
• Support customer retention and growth through consultative planning and trusted-advisor relationships.

Qualifications

Required Qualifications

• Bachelor's Degree in Business, Information Technology, or a related field, or equivalent experience in lieu of a degree.
• Minimum of 3 years of customer service, customer success, account management, or IT-related experience required.
• Minimum of 2 years in a customer-facing role managing client relationships required.
• Strong technical acumen and the ability to discuss infrastructure, cloud, cybersecurity, networking, and managed IT services.
• Experience presenting to executive stakeholders and facilitating business discussions.
• Excellent communication, organizational, analytical, and problem‑solving skills.

Preferred Qualifications

• Experience working within an MSP, technology consulting, or IT services organization.
• ITIL, Customer Success, Project Management, or related certifications.
• Experience with CRM, ConnectWise PSA, reporting, and business intelligence platforms.
• Proven success managing strategic client relationships with enterprise or mid‑market organizations.

Compensation & Benefits

• Medical, dental, and vision insurance plans.
• Company‑paid life insurance and long‑term disability coverage.
• Optional supplemental benefits.
• Paid time off (PTO) starting in your first year of employment.
• Seven (7) paid holidays annually.
• 401(k) plan with safe harbor match, including both traditional and Roth options.
• Business casual office environment.
• Employee referral program with bonus opportunities.

-Direct Applicants Only - No Third‑Party Recruiters-