Customer Success Manager

Getac, Inc.; Irvine (CA); On-site; USD 85,000 - 150,000; Full time

Benefits offered by this job

Health care policy

PTO

401(K) with 3% contribution

Performance bonuses

Job summary

Getac, Inc. is seeking a Customer Success Manager in Irvine to own post-sales relationships for a portfolio of 10–20 strategic enterprise accounts. You will drive customer satisfaction, product adoption, retention, and growth while acting as a trusted technical advisor to IT leaders and executives.

The role requires coordinating cross-functional resources, identifying risks, and ensuring measurable business outcomes from Getac’s rugged hardware, software, and cloud solutions.

Qualifications

• Minimum 5+ years in Customer Success or related roles with enterprise accounts.
• Experience managing enterprise or strategic accounts.
• Strong understanding of enterprise IT environments and technology deployments.
• Experience with hardware, software, SaaS, cloud, networking, or rugged computing solutions.

Responsibilities

• Manage a portfolio of 10-20 strategic enterprise accounts.
• Establish trusted advisor relationships with executives and IT leaders.
• Conduct regular business reviews to assess satisfaction, usage trends and objectives.
• Advocate for customer needs and coordinate with product, engineering, support, and sales teams.
• Serve as technical point of contact for deployments, integrations, and upgrades.

Skills

Customer relationship management

Project management

Communication skills

Cross-functional collaboration

Education

Bachelor's degree in Business / IT / CS / Engineering or related field

Tools

Salesforce

Dynamics 365

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Success Manager

GUSA TECHNICAL SUPPORT DEPT Irvine, CA, US

Salary Range: $85,000.00 To $150,000.00 Annually

The Company:

Getac is comprised of a passionate team that takes pride in its tight-knit culture. We are committed to our employee fulfillment by providing a flexible work schedule, honoring achievements, and maintaining a supportive working environment. Getac strives to promote an inclusive culture to create a workplace that reflects the diversity of the communities it serves. We are looking for growth mindset team members to help lead the way. We provide mobile rugged computing and video solutions, software, and cloud services to challenging work environments such as military, industrial, law enforcement, public safety, healthcare, and utility companies.

• We are a team full of employees that believe in by working together we win together.
• We offer a generous health care policy, PTO, and 401(K) with a 3% Contribution.
• We believe in making a difference every day.
• We offer performance- based bonuses.

Position Summary

The Customer Success Manager (CSM) serves as the primary post-sales relationship owner for a portfolio of 10-20 strategic enterprise accounts. This role is responsible for driving customer satisfaction, product adoption, retention, and long-term account growth while acting as a trusted technical advisor to customers.

The ideal candidate combines strong customer relationship management skills with technical expertise, enabling them to effectively engage with IT leaders, technical stakeholders, system administrators, and business decision-makers. The CSM will proactively identify risks, drive issue resolution, coordinate cross-functional resources, and ensure customers achieve measurable business outcomes from their technology investments.

Key Responsibilities

Customer Relationship Management

• Manage a portfolio of 10-20 strategic enterprise accounts.
• Establish and maintain trusted advisor relationships with customer executives, IT leadership, and operational stakeholders.
• Conduct regular business reviews to assess customer satisfaction, usage trends, success metrics, and strategic objectives.
• Develop account success plans aligned with customer business goals.
• Advocate for customer needs internally and provide the voice of the customer to product, engineering, support, and sales teams.

Technical Customer Success

• Serve as a technical point of contact for customer deployments, integrations, upgrades, and operational issues.
• Understand customer environments, workflows, infrastructure, and use cases.
• Provide guidance on best practices for solution adoption and optimization.
• Coordinate technical resources to address escalations, performance concerns, and deployment challenges.
• Translate complex technical concepts into business value for executive stakeholders.

Customer Adoption & Retention

• Drive successful onboarding and implementation activities.
• Develop adoption plans to maximize utilization of products, services, and support programs.
• Monitor customer health indicators and proactively address risks.
• Identify potential churn indicators and create mitigation strategies.
• Ensure achievement of customer success milestones and contractual obligations.
• Lead cross-functional resolution efforts for customer issues.
• Coordinate activities across support, engineering, product management, service delivery, and sales teams.
• Track and report issue status through resolution.
• Ensure customer expectations are managed appropriately throughout the support lifecycle.

Strategic Business Reviews

• Prepare and present Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs).
• Review operational performance, service metrics, adoption trends, and strategic initiatives.
• Identify opportunities for operational improvement and expanded value realization.
• Present recommendations to customer leadership teams.

Revenue Expansion Support

• Partner with Sales, Account Managers, and Solution Engineers to identify expansion opportunities.
• Support renewal activities through demonstration of value and customer outcomes.
• Identify opportunities for additional solutions, services, training, and support offerings.

Required Qualifications

• Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or related field.
• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, Solutions Engineering, Technical Support, or related customer-facing technology roles.
• Experience managing enterprise or strategic accounts.
• Strong understanding of enterprise IT environments and technology deployments.
• Experience working with hardware, software, SaaS, cloud, networking, mobility, rugged computing, or enterprise technology solutions.
• Demonstrated ability to manage multiple customer relationships simultaneously.
• Strong project management and organizational skills.
• Excellent written, verbal, and presentation communication skills.
• Proven ability to influence cross-functional teams without direct authority.

Preferred Qualifications

• Experience supporting public sector, enterprise, federal, healthcare, utility, manufacturing, transportation, or public safety customers.
• Understanding of enterprise device management, mobility solutions, operating systems, networking, cloud platforms, and cybersecurity principles.
• Experience with CRM platforms such as Salesforce, Dynamics 365, or similar systems.
• Technical certifications (CompTIA, Microsoft, Cisco, VMware, AWS, Azure, ITIL, etc.).