Customer Success Manager

Itential

Customer Success Manager guiding large network operators through automation transformations on the Itential platform. Maintain relationships and ensure client satisfaction throughout the customer lifecycle.

Posted 7/10/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AnsibleCloudServiceNowTerraform

About the role

Key responsibilities & impact

Serve as the primary strategic partner and trusted advisor to customers throughout the full lifecycle, from onboarding and adoption through expansion and renewal, with stage-appropriate engagement at each phase
Proactively establish, build, and maintain strong relationships with executive and operational stakeholders across each account, systematically capturing business objectives and ensuring customers achieve measurable value at every lifecycle stage
Collaborate with Sales counterparts on account planning to align on customer objectives, identify expansion opportunities, and build a shared strategy for renewal and growth
Proactively escalate and drive resolution of technical and relationship risks by coordinating across Product Support, Professional Services, Engineering, and Product Management, serving as the customer’s internal advocate
Maintain accurate, up-to-date account data in Salesforce and JIRA, including health indicators, risk flags, open opportunities, and engagement history, to ensure full visibility across internal stakeholders
Proactively drive customer enablement through structured onboarding activities and ongoing product adoption sessions, ensuring customers are advancing their maturity on the platform at each lifecycle stage
Serve as the primary point of coordination between customers and internal teams, proactively communicating status, managing expectations, and ensuring follow-through on commitments
Monitor accounts for changes in product usage, objectives, personnel, financial conditions, or competitor involvement that may affect the customer’s ongoing use or satisfaction with Itential’s products or services
Introduce customers to new platform capabilities, features, and applications, drawing on cross-customer insights and product knowledge to surface what other organizations are building with Itential and how those patterns could apply to their environment
Proactively deliver product roadmap updates, release highlights, and new feature guidance to customers, framing capabilities in the context of their specific automation goals to drive continued platform adoption
Identify and qualify expansion opportunities, including new use cases, additional products, or broader platform adoption, and partner with Sales to progress them to commercial outcomes
Lead Executive Business Reviews (EBRs) independently, including preparation, facilitation, and follow-through on documented outcomes
Proactively manage at-risk accounts by identifying churn signals early, documenting root cause in Salesforce, and partnering with CS leadership on resolution strategies when needed

Requirements

What you’ll need

3–5+ years in a Customer Success or customer-facing role, with at least 3 years of experience in a network, automation, or enterprise software environment
Technical background in networking, network automation, or IT, gained through formal education or hands-on professional experience
Demonstrated track record of driving product adoption and measurable customer outcomes in a B2B enterprise environment
Ability to build rapport with customer champions and work colleagues in a remote setting
Exceptional ability to communicate, identify risks, and proactively drive resolutions
Working knowledge of network automation concepts and technologies; familiarity with platforms such as the Itential Automation Platform (IAP), Ansible, Terraform, or Cisco NSO is strongly preferred
Ability to discuss integration patterns (ServiceNow, NETCONF/REST, Git-based workflows) and common automation use cases such as configuration compliance, change automation, and service provisioning
Knowledge of IT key concepts (network management, infrastructure, software development, cloud computing, etc.)
Strong time management, accountability, and personal organization
Experience analyzing and optimizing existing processes in the Customer Success department
Strong customer empathy and the ability to proactively surface and advocate for customer needs, translating feedback into actionable input for Product and Engineering
Experience with the Microsoft Office Suite (Word, Excel, PowerPoint); Salesforce; JIRA; and Confluence
Genuine enthusiasm for network automation and emerging technology, with the ability to translate complex concepts for audiences with varying levels of technical expertise.

Benefits

Comp & perks

Up to 25% travel for customer meetings, Executive Business Reviews, and industry events
Standard business hours with flexibility for customer time zones

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Network AutomationIT KnowledgeProduct Adoption StrategiesIntegration PatternsConfiguration ComplianceChange AutomationService Provisioning

Soft Skills

Relationship BuildingCustomer EmpathyTime ManagementProactive Problem SolvingCommunication Skills