Senior CSM, Enterprise Cloud & Colocation Growth

Flexential; Charlotte (TN); On-site; USD 84,000 - 94,000; Full time

Job summary

Flexential seeks a Senior Customer Success Manager to lead a book of enterprise hosting and colocation customers, ensuring satisfaction and retention through onboarding, success plans, and proactive outreach.

You will partner with sales, support, and engineering to translate customer outcomes into measurable plans, track health, and drive long-term value. A strong relationship mindset and fluency in executive communications are essential.

Qualifications

• 2-3 years of Customer Success experience within a B2B technology organization.
• Experience with interacting with customers at all levels including C Suite
• Demonstrated ability to build and develop relationships
• Strong written, oral, and presentation skills
• Demonstrated technical aptitude and attention to detail
• Ability to communicate technical concepts to all levels
• Experience with CRM systems
• Demonstrated time management ability
• Self-directed and self-motivated to problem solve
• A willingness to go the extra mile for our customers and develop strong relationships
• Ability to adapt and be part of our rapidly growing business
• Proficiency with MS Office tools
• General statistical analysis and ability to communicate metrics to the business

Responsibilities

• Provide oversight and accountability for success during the onboarding phase of new customers as well as existing customers leveraging new services.
• Manage a book of business containing advanced customer environments and marquee relationships.
• Uncover and document desired customer outcomes for success plan creation.
• Train customer on Flexential support tools.
• Overall responsibility for customer retention.
• Understand and advise customers on all relevant Flexential solutions relevant to their needs; including facilitating additional conversations with internal SMEs.
• Keep relevant Flexential departments & leaders informed of all customer health/risk concerns including updating customer health scores as well as documenting churn forecasts.
• Facilitating problem resolution as first level of escalation for unresolved issues, which include billing and technical support.
• Maintain regular and proactive contact with customers through value added email outreaches, calls, and/or face to face meetings.
• Effectively leverage internal technology to manage touchpoints, view of customer health, and overall management of your book of business.
• Regular executive business reviews with customers; including preparing and presenting content appropriate for c-level contacts.
• Uncover additional customer needs and work with sales and solution engineers to appropriately solution sell.
• Assist, direct and maintain open communication with key individuals with the company including sales, marketing, engineering, accounting and operations.
• Act as a liaison for your customers on all questions technical, billing, sales, or other.
• Ability to guide and advise the customer through the process rather than the customer managing Flexential.
• Perform other duties as required and assigned.

Skills

Customer Success

Executive communication

Relationship building

Onboarding

Cross-functional collaboration

Time management

Technical aptitude

MS Office

Metrics & reporting

Tools

CRM systems

Job description

Flexential seeks a Senior Customer Success Manager to lead a book of enterprise hosting and colocation customers, ensuring satisfaction and retention through onboarding, success plans, and proactive outreach.

You will partner with sales, support, and engineering to translate customer outcomes into measurable plans, track health, and drive long-term value. A strong relationship mindset and fluency in executive communications are essential.