Customer Success Manager

Soni; New Jersey; On-site; USD 120,000 - 140,000; Full time

Job summary

Soni is seeking a Customer Success Manager to own strategic customer relationships within a technical services environment. You will be the primary client contact, manage escalations, lead service reviews, and coordinate internal teams to drive retention and long-term growth.

Ideal candidates have 5+ years in Customer Success or related roles in technical/industrial settings, with strong communication and executive presence. Travel to customer sites in the Northeast is required.

Qualifications

• 5+ years in Customer Success, Account Management, or related roles.
• Experience supporting customers in technical/industrial or complex services environments.
• Strong customer relationship and account ownership experience.
• Experience managing escalations or difficult customer situations.
• Excellent communication, presentation, and executive presence.

Responsibilities

• Own day-to-day customer relationships and serve as primary contact for assigned accounts.
• Lead customer meetings, service reviews, and follow-up actions.
• Coordinate internal teams around customer needs and escalations.
• Drive issue resolution and maintain clear communication with customers.
• Develop account plans, KPIs, and service expectations; support renewals and growth.
• Identify opportunities to improve overall customer experience; travel to customer locations as needed.

Skills

Customer Relationships

Account Ownership

Executive Presence

Cross-functional Coordination

Communication & Presentations

Job description

Soni is partnering with a growing professional services organization seeking a Customer Success Manager to own strategic customer relationships within a technical services environment.

This person will be the primary client contact, manage escalations, lead service reviews, coordinate internal teams, and help drive retention and long-term account growth.

Responsibilities

• Own day-to-day customer relationships
• Serve as primary point of contact for assigned accounts
• Lead customer meetings, service reviews, and follow-up
• Coordinate internal teams around customer needs and escalations
• Drive issues through resolution and maintain strong communication
• Develop account plans, reporting, KPIs, and service expectations
• Support renewals, retention, and account growth
• Identify opportunities to improve the overall customer experience
• Travel to customer locations as needed

Requirements

• Must reside in the Northeast and be comfortable traveling throughout the Northeast as needed
• 5+ years of Customer Success, Account Management, Client Services, Professional Services, or related experience
• Experience supporting customers in a technical, industrial, engineering, or complex services environment
• Strong customer relationship and account ownership experience
• Experience managing escalations or challenging customer situations
• Strong communication, presentation, and executive presence
• Ability to coordinate cross-functional teams
• Strong ownership, urgency, and follow-through

Preferred Skills

• Controls / automation industry exposure
• Industrial or manufacturing environment experience
• PLC, DCS, SCADA, or related controls exposure
• Rockwell, Schneider, Aveva, or similar platforms
• Managed services / support contract experience
• Six Sigma or process improvement background

Compensation: $120,000 - $140,000

Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.