Lead, coach, and develop a team of 5–6 Customer Success Managers responsible for enterprise and mid‑market customers
Establish consistent Customer Success operating standards across engagement, renewals, expansion, and risk management
Drive accountability for performance, outcomes, and professional development within the team
Ensure team alignment to XTIUM’s customer engagement model and service delivery expectations
Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) outcomes across the assigned portfolio
Oversee renewal strategy and execution, ensuring proactive planning, timely SOW delivery, and risk mitigation
Drive expansion through identification of upsell and cross‑sell opportunities across XTIUM’s managed services portfolio
Partner with Sales and Solutioning on pricing, scope changes, and go‑forward service strategies
Maintain accurate forecasts for renewals, churn risk, and expansion opportunities
Own customer satisfaction and NPS outcomes for the assigned portfolio
Analyze customer feedback, NPS results, and operational trends to identify improvement opportunities
Partner cross‑functionally to drive corrective actions and continuous service improvements
Ensure a consistent, high‑quality customer experience throughout the lifecycle
Serve as an escalation point for executive‑level customer issues and high‑risk accounts
Guide CSMs in building trusted relationships with customer executives (CIO, CTO, VP, Director level)
Oversee planning and execution of Quarterly Business Reviews (QBRs)
Ensure effective governance around major incidents, root cause analysis (RCA), and post‑incident communications
Partner with Operations and Service Delivery to ensure SLAs, scope, and service expectations are met
Collaborate with Finance on billing accuracy, revenue recognition, and change order governance
Provide input into service packaging, pricing models, and managed services strategy
Support go‑to‑market initiatives by ensuring Customer Success readiness and alignment

Requirements

8+ years of experience in Customer Success, Account Management, or client‑facing leadership roles within a technology, managed services, or SaaS environment
3+ years of people leadership experience managing and developing customer‑facing teams
Proven track record of driving revenue retention, expansion, and customer satisfaction across a portfolio of accounts
Strong financial acumen, including experience with Net Revenue Retention (NRR), Annual Recurring Revenue (ARR), churn, forecasting, and outcome management
Exceptional executive‑level relationship management skills, with the ability to build trust, influence outcomes, and coach teams to do the same
Highly customer‑centric mindset, with a passion for understanding customer needs and delivering value‑driven solutions
Demonstrated ability to collaborate cross‑functionally with Sales, Operations, Finance, Security, and Solutioning teams to achieve shared business goals
Experience leading change management initiatives, driving cultural and operational adoption of Customer Success best practices
Technical familiarity with digital transformation and enterprise IT solutions, including managed network services, security, hosted cloud computing, DaaS, Citrix, and enterprise IT services
Strong communication, leadership, and problem‑solving skills, with the ability to manage escalations and complex customer environments
Experience supporting mid‑market or enterprise customers in a managed services organization preferred.

Benefits

Med/Dental/FSA/401(k)/Flexible Paid Time Off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Customer SuccessAccount ManagementNet Revenue Retention (NRR)Gross Revenue Retention (GRR)Annual Recurring Revenue (ARR)forecastingchange managementdigital transformationmanaged network servicescloud computing

Soft Skills

leadershiprelationship managementcustomer-centric mindsetcommunicationproblem-solvingcoachinginfluencingcollaborationtrust buildingexecutive engagement