Customer Success Manager

Yorktel

Customer Success Manager ensuring successful delivery, performance, and improvement in managed services and technical support. Building strong customer relationships to drive satisfaction and retention.

Posted 6/27/2026full-time🇺🇸 United StatesMid-LevelSenior💰 $110,000 - $130,000 per yearWebsite

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Serve as the primary customer liaison, maintaining open, transparent, and strategic communication at all levels
Conduct regular customer touchpoints including weekly service calls, monthly service reviews, and quarterly QBRs/EBRs
Develop strong customer relationships that drive satisfaction, retention, and long-term value realization
Own end-to-end service delivery for assigned accounts, ensuring all services meet contractual SLAs, KPIs, and performance expectations
Monitor active incidents and service requests, identifying in-day SLA risks and initiating corrective actions to prevent breaches
Coordinate prioritization and progression of incidents, service requests, and escalations across Service Desk, TAM, and onsite teams
Act as the operational escalation point for critical or high-impact service issues, ensuring timely resolution and clear communication
Ensure effective coordination of onsite dispatch activities, third-party support, and internal resources to resolve service issues
Oversee incident management processes, ensuring issues are prioritized appropriately and resolved within SLA targets
Lead coordination of major incidents, including cross-functional response and customer communication
Partner with Account Management and Sales to support renewals, expansions, and service growth opportunities

Requirements

What you’ll need

ITIL certification (V3 Foundation or ITIL 4) — strongly preferred
5+ years in Managed Services, Technical Services, Customer Success, Service Delivery, or Program Management
Experience in audiovisual, UCC, or enterprise collaboration environments
BA/BS in Management, Engineering, or related field — or equivalent professional experience
Microsoft 365, PMP, or other relevant certifications are a plus

Benefits

Comp & perks

401k and Flex 125 plans

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

incident managementservice deliverycustomer relationship managementservice level agreementskey performance indicatorsescalation managementservice request managementcross-functional coordinationproblem resolutioncustomer satisfaction

Soft Skills

communicationrelationship buildingstrategic thinkingproblem solvingleadershiporganizational skillscustomer focuscollaborationadaptabilitynegotiation

Certifications

ITIL V3 FoundationITIL 4PMPBA in ManagementBA in EngineeringBS in ManagementBS in Engineering