Enterprise Customer Success Leader

CBTS; New York (NY); On-site; USD 55,000 - 86,000; Full time

Job summary

CBTS is seeking an experienced Customer Success Manager to manage and grow relationships with enterprise customers, serving as a trusted post-sale advisor and primary contact. You will partner with Sales and internal delivery teams to ensure exceptional customer experience and long-term success.

You will develop customer success plans aligned to business objectives, monitor account health, and drive retention and growth across IT services, cloud, and infrastructure environments.

Qualifications

• Bachelor's degree in Business, Communications, Information Technology, or a related field.
• 8+ years in Customer Success, Account Management, or related roles.
• Experience managing enterprise-level B2B customers.
• Experience maintaining long-term customer relationships.
• Understanding of renewals, retention, and revenue growth.
• Experience identifying upsell/cross-sell opportunities.
• Ability to coordinate cross-functional teams toward resolution.
• Strong presentation and executive communication skills.
• Experience with Salesforce or similar CRM platforms.
• Strong problem-solving, organizational, and relationship-management skills.
• Commercial awareness and understanding of account financials.

Responsibilities

• Own a portfolio of enterprise accounts and serve as the post-sale advisor and primary contact.
• Develop and execute customized customer success plans aligned with business goals.
• Build relationships with stakeholders at multiple levels, including executives.
• Conduct cadence calls, EBRs, and onsite meetings to demonstrate value.
• Monitor health, engagement, satisfaction, and account indicators to identify risks.
• Address customer concerns and mitigate retention risks.
• Drive retention and net revenue retention by expanding relationships.
• Partner with Account Executives to support upsell and cross-sell opportunities.
• Coordinate resolution of escalated service issues and ensure timely outcomes.
• Collaborate with Sales, Support, Solutions Engineering, Finance, and other teams for a seamless experience.
• Maintain accurate customer data in Salesforce or other CRMs.
• Track and communicate customer success metrics and account health.
• Identify ways CBTS can better support customers and improve outcomes.

Skills

Enterprise B2B relationship management

Executive stakeholder communication

CRM and account planning

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree in Business/Communications/IT

MBA with business focus

Tools

Salesforce

Job description

CBTS is seeking an experienced Customer Success Manager to manage and grow relationships with enterprise customers, serving as a trusted post-sale advisor and primary contact. You will partner with Sales and internal delivery teams to ensure exceptional customer experience and long-term success.

You will develop customer success plans aligned to business objectives, monitor account health, and drive retention and growth across IT services, cloud, and infrastructure environments.