Customer Success Manager

About the Company

The client is a premier research and advisory organization focusing on technology and services sectors. Their clientele includes senior executives such as VPs and C-suite leaders from leading companies like Dell, IBM, Oracle, ServiceNow, and Cisco, who are navigating AI-driven transformations in areas including customer success, professional services, managed services, support, and field operations.

Role Overview

In this role, you will be responsible for managing a portfolio of member relationships with the goal of delivering measurable business impact to technology service leaders. This position focuses on strategic advisory and relationship management rather than traditional account management. You will cultivate trusted, multi-level relationships, provide access to the organization’s research and subject matter experts, and leverage AI as a powerful tool to enhance your work processes.

Responsibilities

• Manage a portfolio of 25 to 40 member accounts, overseeing their journey from onboarding through renewal and growth phases.
• Establish and maintain multi-threaded relationships to ensure strong retention and drive net expansion within your book of business.
• Facilitate member access to research findings, benchmarks, and expert insights, translating them into actionable strategies.
• Utilize AI-powered tools to prepare for interactions, generate account insights, and develop scalable workflows.
• Lead executive-level business reviews that align research outcomes with member priorities.

Qualifications

• Proven experience handling a substantial portfolio (30+ accounts) with successful retention and growth outcomes.
• Confident and credible engagement with VP and C-level executives as an equal partner.
• Strong empathy and active listening skills, capable of converting insights into effective action plans.
• A strategic and proactive problem-solving approach, anticipating needs ahead of time.
• Demonstrated hands-on expertise in employing AI tools consistently within daily work routines.
• Exceptional written and verbal communication abilities, adept at simplifying complex concepts for executive stakeholders.
• Excellent organizational and prioritization skills to effectively manage a demanding, high-engagement portfolio.
• Background in technology services, customer success, or sales is preferred.