Customer Success Manager (Strategic Accounts)

We are seeking a Customer Success Manager (CSM) to own and grow relationships with our top 30–40 high‑value customers. This role is critical to ensuring customer satisfaction, retention, and long‑term success. This role will reside under the Sales and Marketing arm of System Innovators.As the primary point of contact for strategic customers, you will act as a trusted advisor, internal advocate, and first line of defense for customer needs. You will work closely with Sales, Client Services, and Technical teams to ensure customers receive value, issues are addressed quickly, and opportunities for growth are identified.This is a highly visible role with direct exposure to leadership and customers.Customer Relationship ManagementOwn day‑to‑day relationships for a portfolio of 30–40 strategic accountsServe as the primary customer contact for questions, concerns, and escalationsBuild strong, trusted relationships with customer stakeholdersBusiness Reviews & EngagementSchedule, prepare, and lead regular Business Reviews with assigned customersEnsure a minimum of 25% of assigned customers are engaged through Business Reviews annuallyIdentify customer goals, risks, and opportunities during reviewsCustomer Advocacy & Issue ManagementAct as the first line of defense for incoming customer issuesTriage tickets and coordinate internally with Client Services and Technical teamsEnsure issues are tracked, communicated, and resolved effectivelyRetention & Growth SupportMonitor account health and proactively address churn riskSupport renewals and identify expansion or upsell opportunitiesPartner with Sales leadership on account strategy and handoffsInternal CollaborationCommunicate customer feedback and trends to internal teamsMaintain accurate account notes and activity trackingHelp improve customer-facing processes and documentationWhat Success Looks LikeHigh customer satisfaction and retention ratesConsistent completion of Business ReviewsClear visibility into customer health and risksStrong internal coordination and follow-throughCustomers feel supported, informed, and confident in the partnershipQualifications2–5 years of experience in Customer Success, Account Management, or Inside SalesStrong communication and relationship-building skillsHighly organized with strong follow-throughComfortable working with both business and technical stakeholdersExperience managing multiple accounts simultaneouslySaaS or technology services experience preferred