Customer Success Manager

Keka Inc.; Maurice (LA); On-site; USD 60,000 - 90,000; Full time

Job summary

Keka Inc. in Maurice, LA is seeking a Customer Success Manager to own a portfolio of managed-service and high-value clients, ensuring day-to-day satisfaction and coordinated delivery.

You will act as the primary non-technical point of contact for routine and strategic interactions, lead regular business reviews, oversee onboarding and adoption, and monitor service health with internal teams. The role emphasizes proactive relationship building, renewal coordination, and clear client communication

Qualifications

• Bachelor’s degree in business, IT, Sales or related field, or equivalent practical experience.
• 2–4 years in Customer Success, Account Management or IT service environments; MSP experience is a plus.
• Experience in client-facing roles with managing customer relationships.
• Basic understanding of Microsoft 365, cloud services, or IT environments; training available.
• Strong organizational and time-management skills for handling multiple clients or tasks.
• Fluent in French and English (written and verbal).
• Detail-oriented, with structured follow-ups and task management.

Responsibilities

• Own a portfolio of managed/high-value clients and serve as the single non-technical contact for routine and strategic interactions.
• Maintain a regular cadence of calls, site visits, and structured business reviews (SBR/QBR).
• Coordinate onboarding and adoption: kickoff meetings, milestones, training, license/feature adoption.
• Monitor service quality and health; provide updates during incidents and review post-incident RCAs.
• Facilitate routine commercial activities: sales tickets, status updates, delivery timelines.
• Support renewal and expansion: pass briefs to Sales and participate in negotiation as the client voice.
• Track satisfaction and feedback; ensure CSAT surveys on ticket closures and NNPS.

Skills

Customer focus

Adaptability

Leadership

Collaboration

Problem solving

Communication skills

Initiative

Results orientation

Education

Bachelor’s degree

Tools

Microsoft 365

CRM/PSA systems

Job description

In the capacity of Customer Success Manager, you will be responsible for acting as the dedicated advocate and relationship owner for an assigned portfolio of managed-service and high-value clients. You will ensure day-to-day client satisfaction, timely service delivery, and seamless coordination between internal teams.

• Own Managed / high-value clients portfolio.
• Serve as the single non-technical point-of-contact for every routine and strategic interaction.

Proactive Relationship & Advocacy

• Maintain a regular cadence of calls, check-ins and site visits.
• Lead structured Strategic Business Reviews (SBR/QBR).
• Escalate client feedback, risks and improvement ideas to internal teams.

Onboarding & Adoption Coordination

• Attend project kick-off meetings to capture business goals.
• Track milestones; receive the Ready-for-Support pack from PMO.
• Arrange training sessions and monitor license / feature adoption.

Service Quality & Health Monitoring

• Classify and action clients with the Service Manager.
• Provide clear updates to clients during P1/P2 incidents; review post-incident RCAs for clarity.

Routine Commercial Facilitation

• Create a Sales Request ticket in CRM/PSA; monitor to completion.
• Keep the client informed of status and expected delivery timelines.

Renewal & Expansion Coordination

• Hand the brief to Sales, and support negotiation meetings as the "client voice".
• Log a CIP ticket when three similar incidents occur in 30 days.
• Track each CIP item to closure; showcase wins in QBRs.

Satisfaction & Feedback Loop

• Ensure CSAT surveys trigger on every ticket closure and NPS calculated regularly.
• Respond to any detractor and document corrective actions.

Required Profile and Qualifications

• Bachelor’s degree in business, Information Technology, Sales, or a related field, or equivalent practical experience.
• 2–4 years of experience in Customer Success, Account Management, or IT service environments (MSP experience is an advantage).
• Experience in a client-facing role with exposure to managing customer relationships.
• Basic understanding of Microsoft 365, cloud services, or IT environments (training can be provided).
• Good organizational and time-management skills, with the ability to handle multiple clients or tasks.
• Strong communication skills in French and English (both written and verbal).
• Detail-oriented with a structured approach to follow-ups and task management.
• Ability to prepare simple reports and maintain accurate documentation.

Required Skills

• Customer and Client Focus Adaptability and Flexibility Leadership Collaboration and Teamwork Problem-Solving and Critical Thinking Strong negotiationand analytical skills. Communication Skills Taking initiatives Results-Orientation and Execution