Customer Success Manager (Remote)

Lensa; Sterling (VA); Remote; USD 60,000 - 85,000; Full time

Job summary

A leading company in IT services seeks a Customer Success Manager to build robust client relationships and ensure successful service delivery across commercial and government sectors. The ideal candidate will thrive in a dynamic environment, possess strong organizational skills, and be collaborative with both customers and internal teams.

Benefits

Medical/Dental/Vision Insurance

401(k) retirement plan with company match

Paid time off and holidays

Qualifications

• Experience in customer/account management.
• Familiarity with IT security/accessibility frameworks.
• Strong communication and organizational skills.

Responsibilities

• Act as primary point of contact for assigned clients.
• Contribute to delivery of consulting services and projects.
• Identify customer needs for growth opportunities.

Skills

Customer Relations

Technical Sales

Project Management

Education

Bachelor's Degree in Computer Science

Tools

HubSpot CRM

Microsoft Office

Job description

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Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs, but promotes jobs on LinkedIn on behalf of its direct clients, recruitment ad agencies, and marketing partners. Lensa partners with DirectEmployers to promote this job for TestPros.

Company Overview

TestPros is a successful and growing business, established in 1988 to provide Information Technology (IT) technical support services to a wide range of Commercial and U.S. Federal, State, and Local Government customers. Our capabilities include Program Management, Program Oversight, Process Audit, Intelligence Analysis, Cyber Security, Zero Trust, Resiliency, CMMC and NIST SP 800-171 Assessment and Compliance, NIST 800-53 ATO Compliance, Computer Forensics, Software Assurance, Software Testing, Test Automation, Section 508 and WCAG Accessibility Assessment, Localization Testing, Independent Verification and Validation (IV&V), Quality Assurance (QA), Compliance, and Research and Development (R&D) services.

TestPros delivers innovative independent IT assessment solutions to critical challenges facing the nation and the world. We support the U.S. Federal Government and Commercial clients within the continental USA.TestPros is dedicated to making lives better, safer and more secure.

Job Summary

TestPros is seeking a self motivated Customer Success Manager (CSM) who can build strong client relationships, deliver value through our IT Services solutions, and drive client satisfaction across our growing base of Commercial and State/Local government customers. This role is critical to ensuring a smooth client journey, successful service delivery, and ongoing client success, and repeat business.

The CSM is a key player within the company. The successful candidate for this position will bring a thirst for knowledge and a strong work ethic.

This position requires a person who can perform in the following roles:

• Account Management
• Technical Staff Liaison
• Delivery Management
• Sales Support
• Contracts
  
  

We need someone who thrives in a small business environment and has experience and/or exposure with Microsoft apps (Word, Excel, SharePoint, etc.) and CRM systems such as HubSpot. The candidate must also be a strategic thinker who can help us craft and document technical solutions and processes in our proposals.

Responsibilities

• Contribute to the successful delivery of a portfolio of consulting services and product implementation projects.
• Act as the primary point of contact for assigned clients, fostering long-term trusted relationships.
• Conduct Technical Scoping and Requirements Reviews with client stakeholders.
• Work with our Technical Experts to successfully deliver our services.
• Lead project status meetings and deliver associated reports.
• Help our customersalign their IT initiatives with compliance frameworks (e.g., Section 508/WCAG, NIST 800-171, CMMC 2.0, PCI, HIPAA, etc.).
• Proactively identify customerneeds and support growth opportunities.
• Work with our clients’ product development teams to establish accessibility and cybersecurity practices.
• Provide technical sales support through a consultative sales process.
• Participate in proposal development and reviews.
• Manage our customer contacts and fulfillment processes via tools such as HubSpot CRM.
• Provide timely responses to new and existing customer inquiries.
• Prepare and distribute meeting agendas.
• Assist with quarterly and yearly account planning, including projections and budgeting.
• Assist Account Managers with preparation for client meetings.
• Help our customers implement and enforce NIST 800-53 ATO, NIST 800-171 / CMMC, DFARs, and IT accessibility requirements (WCAG, Section 508).
• Develop, cultivate, and manage client relationships.
• Perform other duties as assigned.
  
  

Required Skills And Experience

• U.S. Citizenship is required.
• Ability to learn quickly and apply your skills to this role.
• Applicants selected will be subject to a security background investigation and may need to meet eligibility requirements for access to classified information.
• Excellent customer relations and sales skills, with the ability to clearly communicate benefits and processes to prospective customers.
• High responsiveness to customer requests and inquiries.
• Customer/Account Management (Technical Sales) experience, including the ability to elicit customer requirements and develop Technical/Cost proposals to fulfill those requirements.
• Ability to learn to scope and price IT Security and IT Accessibility projects.
• Ability to learn proposal writing andproposal content contribution.
• Knowledge and experience in one or both of the following disciplines is a plus:
• IT Security (specifically, NIST 800-171/CMMC and NIST 800-53)
• IT Accessibility (specifically, Section 508, WCAG, ADA, etc.)
• Excellent verbal and written communication skills, self-starter, able to work independently, and experienced working in a small business environment with the ability to perform in various roles within a given workday.
• High proficiency with Microsoft Office, including advanced features of PowerPoint and Excel such as macros, pivot tables, and analysis.
• Strong organizational skills and attention to detail.
• Ability to prioritize and quickly adapt to changing priorities, with experience in creating, managing, and tracking key project management deliverables.
• Ability to thrive in a close-knit, friendly corporate culture dedicated to fostering personal career development with accessible senior corporate leadership and without micromanagement.
• Passion for work, a drive for learning new technologies and practices, and a commitment to continuous improvement.
• Ability to write and/or contribute to social media articles on technical subject matter.
• Bachelor's Degree in Computer Science or a related technical discipline, or the equivalent combination of education, professional training, or work experience (preferred).
  
  

Benefits

TestPros offers a competitive salary, medical/dental/vision insurance, life insurance, disability insurance, paid time off, paid holidays,401(k) retirement plan with company match, opportunities for professional growth, cell phone discounts, and much more! All benefits are per TestPros current policies and are subject to change without notice. Benefits are available to full-time employees only.

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, or disability. VEVRAA Federal Contractor.

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Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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