Strategic CSM: Executive Relationships & MSP

Aqueduct Technologies Inc.

Canton (MA)

Hybrid

USD 90,000 - 130,000

Full time

14 days+

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Job summary

Aqueduct Technologies is seeking a Customer Success Manager (CSM) to serve as the trusted advisor for a portfolio of strategic Managed Services customers. The CSM is responsible for building executive relationships, ensuring customers realize measurable business value, driving service adoption, and leading operational governance throughout the customer lifecycle.

Working closely with Sales, Client Technical Advisors, Professional Services, NOC, EUS, and leadership, the CSM plays a critical role

Qualifications

3–7 years of Customer Success, Account Management, Technical Account Management, Managed Services, or client-facing consulting experience.
Experience managing multiple customer relationships in an MSP, IT Services, SaaS, or technology environment.
Strong executive communication and presentation skills with the ability to translate technical concepts into business outcomes.
Experience leading business reviews and demonstrating customer value through metrics and operational insights.
Proven ability to create and maintain SOPs, customer documentation, and governance processes.

Responsibilities

Serve as the primary customer advocate and strategic advisor for assigned accounts.
Lead customer onboarding, service transitions, and ongoing adoption of Managed Services.
Conduct Monthly Service Reviews (MSRs) and Quarterly Partnership Reviews (QPRs) with business-value reporting.
Develop and maintain customer SOPs, governance documents, communication plans, and runbooks.
Monitor health, identify risks, and drive continuous service improvements.