Strategic IT Customer Success Manager

ePlus Inc; Charlotte, Northern (NC, KY); Hybrid; USD 75,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

401(k) eligibility

Employee stock purchase program

Paid time off

Job summary

ePlus Inc is seeking a Customer Success Manager to manage the customer experience for Services delivery to client accounts, driving satisfaction and value across a defined customer base.

You will foster strong client relationships, coordinate with internal teams and third-party partners, and lead service reviews. The role includes onboarding, go-live activities, and supporting upsell opportunities within accounts.

Qualifications

• 3–5 years in a client-facing position.
• Experience delivering quality presentations.
• Experience with IT managed services organizations.
• Ability to work independently in a fast-paced environment.
• Strong people management and communication skills.
• High focus on customer service and satisfaction.
• Operational services management expertise.
• Systems/network familiarity: Networking, Security, Wireless, SAN, Server Management.

Responsibilities

• Develop strong relationships with external customers and internal teams.
• Hold regular client meetings and maintain frequent communications to ensure alignment.
• Advocate customer needs cross-departmentally and track satisfaction.
• Coordinate with 3rd party partners on service reviews.
• Lead service reviews and onboarding activities for new clients.
• Coordinate escalations and root-cause analysis with engineering operations.
• Support upsell opportunities and handoffs to sales teams.
• Provide data for account reconciliation and change orders.

Skills

Client-facing

Presentation skills

IT managed services

Independent work

People management

Customer service

Operations management

IT literacy

Job description

ePlus Inc is seeking a Customer Success Manager to manage the customer experience for Services delivery to client accounts, driving satisfaction and value across a defined customer base.

You will foster strong client relationships, coordinate with internal teams and third-party partners, and lead service reviews. The role includes onboarding, go-live activities, and supporting upsell opportunities within accounts.