Customer Success Manager

Atlantic-IT is a modern technology partner dedicated to helping businesses thrive in today's digital landscape. We deliver comprehensive IT support, robust cybersecurity, scalable cloud solutions, AI enablement, and advanced Microsoft 365 services. Since opening in 2007, our customer-first approach ensures that organizations not only stay secure and efficient but also optimize IT costs without compromising quality. Whether you're looking to strengthen your infrastructure, embrace innovation, or streamline operations, Atlantic-IT provides the expertise and solutions to keep your business ahead.

Customer Success Manager

Position Overview

The Customer Success Manager (CSM) plays a critical role in strengthening client relationships, driving retention and growth, and serving as a trusted advisor to key decision-makers such as CFOs, Controllers, C-suite executives, and IT Directors. The CSM will lead initiatives such as upselling, conducting review meetings, Quarterly Business Reviews (QBRs), and consistently demonstrating value to clients through our products and services.

Responsibilities

· Conduct comprehensive reviews of service tickets and identify new opportunities.

· Monitor email interactions and manage warranty and service renewals.

· Collaborate with Sales and Service teams to deliver a seamless client experience.

· Oversee customer orders and accurately enter ticket information into the Service Management platform.

· Perform general office tasks and proactively follow up with clients to ensure satisfaction and resolve outstanding issues.

· Consistently exceed service level agreements and client goals.

Knowledge, Skills, and Abilities

· Financial and analytical thinking approach to business.

· Technical fluency and comfort with modern tech stacks.

· Strong multitasking ability and adaptability in a fast-paced environment.

· Energetic, proactive, and detail-oriented mindset.

· Ability to work effectively with diverse groups, including clients, team members, and partners.

Technical Environment

· CRM

· Ticketing system

· Reporting/dashboard tools (Power BI, BrightGauge, Tableau)

· Microsoft 365 apps

· Renewal/warranty portals

· Quoting Tools

· Collaboration tools (Teams, Slack)

Qualifications

· Bachelor's degree in business, marketing, communications, or a related field is preferred.

· years in a B2B customer-facing role such as Account Management, Customer Support, Sales, or related role is required.

· years of Office/Clerical experience in high-volume, multi-line phone environment is required.

· Customer Success and/or Help Desk experience within a dynamic setting is required.

· Technology industry experience is strongly preferred.

· Strong relationship-building skills are required.

· Excellent written and verbal communication skills are required.

· Strong clerical, phone, and customer service skills are required.

· Proficiency in Microsoft Office Suite (Excel, Word, Outlook, Teams) is required.

· Experience using a CRM is required.

· Experience with ConnectWise (or similar ticketing environment) is preferred.

· Basic understanding of digital marketing and SEO principles is preferred.

· Familiarity with Google Analytics or similar platforms is preferred.

Additional Requirements

· A valid Driver's License is required

· Willing and able to travel up to 50% locally is required.

This position offers the chance to work with wonderful people on cutting-edge projects. The company also offers virtually limitless growth opportunities, as well as very competitive compensation and outstanding benefits that include:

· Medical/Vision/Dental insurance

· Life insurance

· Company paid short/long-term disability

· Educational assistance

· Employee assistance program

· Adoption assistance

· k) plan

· Bonus program

· Flexible Work Schedule

Our company celebrates diversity and is committed to creating an inclusive environment for all employees.