Sr. Customer Success Manager

Xtium; United States; Remote; USD 100,000 - 125,000; Full time

Benefits offered by this job

Med/Dental

401(k)

FSA

Flexible PTO

Job summary

XTIUM is seeking a Senior Customer Success Manager to drive satisfaction and growth across large accounts in a remote role rooted in New York. You will serve as the primary contact, align services with business challenges, and advocate for customers internally to expand our offerings.

You will lead cadence with customers, monitor health metrics, and collaborate with teams to ensure contract compliance, renewals, and value realization.

Qualifications

• 7+ years of experience in Customer Success, Service Delivery, or Account Management.
• Strong leadership, communication, and relationship-building skills.
• Proven ability to drive renewals and grow high‑value accounts.
• Technical proficiency to discuss cloud IT services and solutions.

Responsibilities

• Develop and execute a communication cadence with partners, customers, and vendors.
• Drive revenue growth by identifying sales opportunities and expanding relationships.
• Monitor health metrics to ensure account transparency and performance.
• Ensure product adoption and maximize customer value through ongoing engagement.
• Collaborate with internal teams to manage contracts, billing, and renewals.
• Lead service reviews and align resources to meet contractual obligations.
• Build executive relationships and identify expansion opportunities.

Skills

Leadership

Communication

Account Management

Solution Sales

Customer Success

Contract Negotiation

Education

Bachelor's degree in Business or Technology

Tools

CCSM

ITIL

PMP

Job description

Remote - New York, New York, United States

Sep 25, 2026

$100,000 - $125,000/year

The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential.

Job Description:

At XTIUM, we don’t just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you’re ready to contribute and help shape the future, XTIUM is the place for you.

About the Team :

The Customer Success team is all about turning customers into evangelists. We not only focus on ensuring our customers effectively use their services with us to the best of their abilities, but we also strive to educate them on emerging technologies and strategies to solve business problems through IT services. We are the face of XTIUM and the liaison to the customer. We blend strategic and tactical needs to create productive relationships.

About the Role :

The Senior Customer Success Manager (CSM) is an experienced, consultative, and technical professional responsible for customer satisfaction, retention, reference ability, and growth of multiple large and complex accounts. The CSM will serve as a dedicated point of contact for select Customers, ensuring their success and satisfaction with our services. This individual maintains proactive customer engagements to understand business and technology challenges and makes proactive recommendations that expand XTIUM’s services and solutions, increase contract value, and solve business challenges. The CSM will support multiple customers with varying requirements, ensuring long-standing, positive Customer relationships.

Job Responsibilities:

Develop and execute a communication cadence with partners, customers, and vendors, ensuring smooth operations and timely deliverables.

Drive revenue growth by identifying sales opportunities and expanding business relationships.

Utilize internal health measurement tools and analytics to ensure account transparency and performance.

Monitor customer usage and engagement to increase product adoption and maximize value.

Collaborate with internal teams to ensure accurate inventory, billing, and invoice integrity.

Maintain deep knowledge of customer contracts (MSAs, SLAs) to ensure delivery meets or exceeds expectations.

Lead service reviews and ensure XTIUM delivers or exceeds on all contractual obligations.

Understand customer needs and align XTIUM resources to drive growth and expansion opportunities.

Cultivate strong executive relationships and identify opportunities for account growth and renewal.

Address customer inquiries, resolve issues promptly, and collaborate with internal teams to ensure satisfaction.

Job Qualifications :

• Strong leadership, technical, operations, business, and financial acumen to navigate conversations with customers to solve business challenges.
• Demonstrated advanced experience in Customer Success, Service Delivery, Account Management, and Solution Sales (7+ years of relevant experience).
• Passion for quality customer service, acting as an advocate internally for the customer and externally for XTIUM.
• Strong aptitude for working independently and with technical and non-technical teams to achieve customer satisfaction outcomes and service growth.
• Excellent communication skills, including written, verbal, and interpersonal, with the ability to communicate effectively with individuals at all seniority levels, including C-level executives.
• Proven ability to build and maintain strong relationships with top-tier clients and manage complex accounts.
• Experience in negotiating contracts, renewals, and managing high‑value accounts.
• Technical proficiency with cloud, IT services, and related technologies; able to engage in meaningful conversations about technical solutions.
• Demonstrated problem‑solving skills, with the ability to handle challenging situations and find effective solutions quickly.
• Strong organizational skills with the ability to manage multiple priorities and accounts simultaneously.
• Bachelor’s degree in Business, Technology, or a related field (Master’s degree preferred).
• Relevant certifications such as Certified Customer Success Manager (CCSM), ITIL, PMP, or other industry‑related credentials preferred.

The salary range for this position is $100,000 - $125,000/base salary annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies, experience, and location. We offer a competitive benefits package with Med/Dental/FSA/401(k)/Flexible Paid Time Off.

XTIUM offers innovative, security‑first managed IT services, utilizing AI and enterprise‑grade cybersecurity to enhance operational efficiency and enable confident business growth.

IT Services and IT Consulting Professional Services

Location Remote - New York, New York, United States