Customer Success Manager

Job Description

The Client Success Manager (CSM) owns the commercial and relationship outcomes for a portfolio of existing NuView IT customers. This is an internal sales role responsible for retention, renewals, expansion, and ensuring clients receive consistent, high-quality experience across managed services, cybersecurity, and professional services. The CSM serves as the primary business point of contact, translating client needs into clear scopes, quotes, and execution plans in partnership with Service Delivery and Engineering.

Salary Range: $80k- $90k

Requirements

Role and Key Responsibilities:

Own Client Relationships & Satisfaction

• Act as the primary business contact for assigned accounts
• Run structured client check-ins (QBRs/EBRs as appropriate)
• Manage escalations from a client relationship standpoint (coordination, expectations, follow-through)

Drive Revenue Retention (Renewals + Churn Prevention)

• Maintain clear renewal calendar and contract hygiene
• Identify at-risk accounts early; coordinate retention plans with Services leadership
• Ensure accurate scope alignment so managed services remain profitable and deliverable

Internal Sales: Expansion, Cross-Sell & Upsell

• Identify expansion opportunities (security, compliance, infrastructure, cloud, endpoint, backup, etc.)
• Coordinate discovery with engineering/solution architecture
• Build business cases and present options to client decision-makers

Professional Services Intake + Quoting Discipline

• Route out-of-scope requests through the standard pro services process
• Partner with Engineering/Solution Architecture to scope and estimate
• Quote and obtain client approval (T&M default) before execution
• Ensure clean handoff to delivery (tickets/projects, success criteria, timelines)

Commercial Operations & Contract Governance

• Maintain clean account data: contacts, billing terms, contract dates, price changes, and service scope
• Coordinate pricing adjustments, true-ups, co-terms, and amendments
• Partner with Finance on billing accuracy and dispute resolution

Voice of the Customer & Continuous Improvement

• Surface recurring issues/themes (service friction, product gaps, process breakdowns)
• Partner with Service Delivery on corrective actions and client communications
• Help standardize playbooks for onboarding, service recovery, and renewals

Location:

• Austin, TX area (Required)

Travel:

• Visiting Austin area clients' sites as needed

Language:

• English native speaker (Required)

Benefits

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home