Customer Success Manager
Customer Success Manager
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Job Description
Job Title: Customer Success Manager (Hybrid)
Department: Technical Services Customer Success Management
Employment Type: FullTime
Work Arrangement: Hybrid
About Us:
Brydon Gama partners with leading organizations to deliver innovative IT managed services and customer success solutions. We are hiring a Customer Success Manager to support a global client in the IT services sector ensuring their customers achieve maximum value from cuttingedge solutions.
Role Overview:
As a Customer Success Manager you will act as a trusted advisor driving customer satisfaction retention and growth. You will bridge the gap between the client s technical services and their customers ensuring seamless adoption advocacy and longterm success.
Requirements
Customer Relationship Management:
Build and maintain longterm client relationships as the primary point of contact.
Conduct strategic reviews to align services with customer goals and challenges.
Onboarding & Training:
Manage onboarding processes and deliver tailored training sessions/webinars.
Ensure customers fully utilize products/services through ongoing support.
Advocacy & Support:
Advocate for customer needs internally and resolve issues with technical teams.
Monitor service metrics to maintain satisfaction and quality.
Retention & Growth:
Identify upsell/crosssell opportunities and collaborate with sales on growth strategies.
Analyze customer metrics (engagement satisfaction) to improve retention.
Reporting:
Prepare reports on performance trends and actionable insights for stakeholders.
Qualifications:
Bachelor s degree in Business IT or related field.
3 years in customer success/account management within IT managed services (cloud cybersecurity or infrastructure).
Proficiency in CRM tools (e.g. Salesforce) and cloud platforms (AWS/Azure preferred).
Strong communication problemsolving and project management skills.
Knowledge of ITIL CIS or cybersecurity compliance frameworks is a plus.
Customer Relationship Management: Build and maintain long-term client relationships as the primary point of contact. Conduct strategic reviews to align services with customer goals and challenges. Onboarding & Training: Manage onboarding processes and deliver tailored training sessions/webinars. Ensure customers fully utilize products/services through ongoing support. Advocacy & Support: Advocate for customer needs internally and resolve issues with technical teams. Monitor service metrics to maintain satisfaction and quality. Retention & Growth: Identify upsell/cross-sell opportunities and collaborate with sales on growth strategies. Analyze customer metrics (engagement, satisfaction) to improve retention. Reporting: Prepare reports on performance, trends, and actionable insights for stakeholders.
Education
Bachelor s degree in Business, IT, or related field. 3+ years in customer success/account management within IT managed services (cloud, cybersecurity, or infrastructure). Proficiency in CRM tools (e.g., Salesforce) and cloud platforms (AWS/Azure preferred). Strong communication, problem-solving, and project management skills. Knowledge of ITIL, CIS, or cybersecurity compliance frameworks is a plus.
Employment Type
Full Time
