Senior Customer Success Manager: Onboarding, Growth & Ops

Automated Systems Design, Inc.; Hickory (NC); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Uncapped Commission

Paid Medical and Dental

401(k) matching

15 days PTO

Job summary

Automated Systems Design, Inc. (ASD) is hiring a Customer Success Manager to guide client contracts and drive revenue growth. You will bridge ASD operations with clients, ensuring transparent service delivery and proactive engagement across onboarding, onboarding, and ongoing relationship management.

The ideal candidate combines soft skills with operational rigor, leveraging ServiceNow for ticketing, invoicing, and workflow management to maintain profitability and client satisfaction.

Qualifications

• Bachelor’s degree or higher required; equivalent education/experience may be considered.
• Proven history of leading and growing successful teams.
• Experience with ServiceNow for ticketing and account management.
• Experience with procurement, invoicing and scheduling processes.
• Ability to interpret data from performance dashboards and financial reports.
• Familiarity with collaboration tools (Microsoft Teams, Zoom, Google Chat).

Responsibilities

• Onboarding strategy: lead full onboarding lifecycle for new clients with kickoff meetings.
• Maintain transparency of work and communicate project progress and timelines.
• Define service agreements, response times, and escalation/resolution processes.
• Act as primary escalation point for client issues using ServiceNow.
• Coach, mentor, and track performance of team members.
• Manage dashboards to ensure timely ticket processing and profitability.
• Monitor contract health and identify expansion opportunities.
• Collaborate with account managers to present value-add services.
• Develop and implement SOPs for new commitments.
• Liaise with Sales Reps, PMs, Engineering, and Accounts Payable.
• Conduct regular 1:1 coaching and daily huddles.
• Track success via scorecards and KPVs (response/resolution times).

Skills

Team leadership

Communication

Conflict resolution

Problem solving

Adaptability

Data interpretation

Education

Bachelor’s degree or higher

Tools

ServiceNow

Job description

Automated Systems Design, Inc. (ASD) is hiring a Customer Success Manager to guide client contracts and drive revenue growth. You will bridge ASD operations with clients, ensuring transparent service delivery and proactive engagement across onboarding, onboarding, and ongoing relationship management.

The ideal candidate combines soft skills with operational rigor, leveraging ServiceNow for ticketing, invoicing, and workflow management to maintain profitability and client satisfaction.