Remote Customer Success Manager

Summary

Join RKON, an award-winning IT services company, as a Customer Success Manager! In this role, you will build and maintain strong customer relationships, acting as the primary point of contact for all inquiries and issues. You will collaborate with technical teams to ensure smooth onboarding and proactive issue resolution, while also strategically planning for customer success and identifying opportunities for service expansion. You will leverage data-driven insights to improve service delivery and collaborate effectively with cross-functional teams. This position requires 10+ years of experience in customer success and excellent communication skills. The ultimate goal is to foster long-term partnerships that drive business growth for both the customer and RKON.

Requirements

• 10+ years of experience in customer success, with proven excellence managing internal and external stakeholders
• Excellent communicator who is comfortable articulating complex and diverse technical solutions
• Sales mentality with history managing QBRs, retention, and upsells
• Data-driven mindset with a focus on finding solutions and seeks to achieve extraordinary results through consultative and innovative problem solving
• Strong attention to detail with the ability to manage competing priorities and multi-task
• Strategic thinking and ability to align with business objectives

Responsibilities

• Build and maintain strong relationships with customers
• Act as the primary point of contact for customer inquiries, issues, and escalations
• Understand the unique needs and goals of each customer and tailor strategies accordingly
• Act as a strategic advisor and advocate within managed services
• Collaborate with the technical teams to ensure the customer’s IT environment is understood
• Sets up communication channels and introduce the customer to key contacts
• Establish initial performance expectations and success metrics
• Guide new customers through the onboarding process, ensuring a smooth transition
• Collaborate with customer to define business objectives and desired outcomes
• Establish clear Key Performance Indicators (KPIs) to measure success (e.g., uptime, cost savings, user satisfaction)
• Create a strategic roadmap for outlining milestones, timelines, and resources required
• Conduct periodic reviews to track progress, adjust strategies, and maintain alignment with customer goals
• Continuous monitoring of the customer’s IT environment for early detection of potential issues
• Collaborate with technical teams to address problems before they affect operations
• Communicate with customers to ensure they’re aware of ongoing efforts to prevent issues
• Coordinate with internal teams, such as support, engineering, or management, to escalate the issue to higher priority levels when initial resolutions are delayed or inadequate
• Ensure transparent, consistent communication with the customer, keeping them informed on progress, expected resolution time, and steps being taken
• Ensure customer satisfaction after the issue is resolved and prevents recurrence
• Collaborate with sales and technical teams to identify new service opportunities
• Understand customer pain points and offer solutions that add value
• Promote new services that align with the customer’s business growth or IT strategy
• Ensure customer subscriptions are renewed on time and negotiate terms as needed
• Identify at-risk customers and implement intervention plans to retain them
• CSMs review customer performance reports, SLAs, and overall service delivery
• Use reviews to drive decisions on future IT investments or improvements
• Discuss IT trends, customer needs, and strategic alignment
• Use data to identify areas for improvement in the service delivery process
• Maintain accurate records of customer interactions and account details
• Collaborate with sales, marketing, and service teams to align customer success efforts
• Share customer insights and feedback with other departments to improve overall customer experience
• Participate in cross-functional meetings and projects as needed