Customer Success Manager

CBTS; Mineral (VA); On-site; USD 110,000 - 170,000; Full time

Job summary

CBTS is seeking an experienced Senior Customer Success professional to lead strategic account partnerships in Virginia. You will own renewal strategies, drive retention, and advocate for client value across cross-functional teams.

The role emphasizes executive relationship management, data-driven health monitoring, and turning insights into growth opportunities within existing accounts; on-site presence in Mineral, VA is expected.

Qualifications

• Bachelor's degree in Business, Communications, Information Technology, or related field.
• MBA or Master's degree preferred.
• 8+ years of relevant experience in customer success, account management, or client-facing roles.
• Proficiency with CRM platforms (Salesforce or equivalent) and Microsoft 365 / M365 Suite.
• Experience with customer success platforms (Gainsight, Totango, ChurnZero, or similar).
• Background in IT services, managed services, or technology solutions environments.
• Strong client communication skills — written, verbal, and executive-level presentation.

Responsibilities

• Lead regular cadence calls, executive business reviews (EBRs), and on-site visits to demonstrate value and deepen relationships.
• Monitor account health, identify risk indicators early, and execute proactive retention strategies in partnership with Sales and Support.
• Drive net revenue retention by spotting and collaborating on upsell and cross-sell opportunities within your existing accounts.
• Coordinate cross-functional escalation resolution — acting as the client's internal champion to deliver timely, effective outcomes.
• Keep CRM records current and accurate: interaction logs, renewal milestones, and opportunity pipeline data.

Skills

Executive-level communication

Renewal and retention management

Account management

Data storytelling

Cross-functional collaboration

Education

Bachelor's degree in Business, Communications, Information Technology, or related field

MBA or Master's degree preferred

Tools

Salesforce

Microsoft 365

Gainsight

Totango

ChurnZero

Job description

• Lead regular cadence calls, executive business reviews (EBRs), and on-site visits to demonstrate value and deepen relationships.
• Monitor account health, identify risk indicators early, and execute proactive retention strategies in partnership with Sales and Support.
• Drive net revenue retention by spotting and collaborating on upsell and cross-sell opportunities within your existing accounts.
• Coordinate cross-functional escalation resolution — acting as the client's internal champion to deliver timely, effective outcomes.
• Keep CRM records current and accurate: interaction logs, renewal milestones, and opportunity pipeline data.
• Bachelor's degree in Business, Communications, Information Technology, or related field; MBA or Master's preferred.
• 8+ years of relevant experience in customer success, account management, or client-facing roles.
• Proficiency with CRM platforms (Salesforce or equivalent) and Microsoft 365 / M365 Suite.
• Strong track record in renewal and retention management, including success plan development.
• Excellent client communication skills — written, verbal, and executive-level presentation.
• Solid commercial and financial acumen; able to connect technology value to client business goals.
• Experience with customer success platforms (Gainsight, Totango, ChurnZero, or similar).
• Background in IT services, managed services, or technology solutions environments.
• Comfort with data analysis and reporting to support account health storytelling.

Competencies We Value

• Client relationship management — you build trust at every level of an organization.
• Ownership mentality — you treat your accounts like your own business.
• Proactive problem-solving — you see issues before they become escalations.
• Collaboration — you work across Sales, Support, and Solutions to get things done for clients.