Customer Success Manager

Customer Success ManagerInternal Title: Innovate Success Manager Remote (US Based) Must overlap with US Eastern Time business hoursTravel Required Full-Time Base Salary: $110,000–$120,000 + Performance IncentivesAbout NetsuritNetsurit is a global Managed Services Provider helping businesses grow, innovate, and secure their operations through technology.We operate across the United States and South Africa with a clear purpose:Supporting the Dreams of the DoersWe have been:Named to the Inc. 5000 Fastest Growing Companies (4 years running)Recognized in the MSP 501 for 15 consecutive yearsBuilding one of the most exciting AI transformation practices in the mid-marketThis Is Not a Traditional Customer Success RoleThis is not a support role.This is not a project administrator role.This is not a traditional account management role.You will become the trusted advisor and transformation partner for a portfolio of customers investing in AI-driven business change.You will work directly with executives, customers, delivery teams, AI specialists, and our leadership team to ensure our clients successfully adopt, implement, and realize value from AI.The OpportunityIf you are successful in this role:You will experience one of the fastest learning curves of your career.You will work at the intersection of:AIDigital TransformationCustomer SuccessProgram ManagementBusiness StrategyYou will gain exposure to:Executive leadership teamsAI transformation programsReal-world AI implementationsEmerging AI technologiesSome of the most innovative mid-market organizations in North AmericaThis role is designed for someone who wants to accelerate their career.What Makes This Role DifferentYou will not spend your days managing support tickets.You will:Lead AI Strategy Sprint engagementsHelp customers identify AI opportunitiesCoordinate delivery of AI initiativesDrive accountability and executionProtect customer relationshipsIdentify growth opportunitiesWork closely with AI specialists and delivery teamsEnsure customers realize measurable valueYou will become a key part of Netsurit's AI-led growth strategy.Key ResponsibilitiesCustomer Success & Relationship ManagementOwn a portfolio of Innovate customersBuild trusted executive-level relationshipsAct as the primary customer advocateDrive customer satisfaction and retentionAI Strategy Sprint FacilitationCoordinate and participate in AI Strategy Sprint engagementsHelp customers identify and prioritize AI opportunitiesFacilitate executive workshopsAssist with roadmap and business case developmentProgram & Delivery CoordinationManage multiple concurrent customer engagementsCoordinate with Netsurit's PMO officeDrive accountability across internal and customer teamsEscalate risks before they become issuesCommercial GrowthIdentify expansion opportunitiesDrive Secure AI adoptionSupport Build, Run, Operate, and Protect opportunitiesContribute to renewals and customer growthExecutive CommunicationPresent to executives and leadership teamsCommunicate clearly and confidentlyManage expectations professionallyNavigate difficult conversations with diplomacy and firmnessAI Exposure & DevelopmentYou will gain exposure to:ChatGPTClaudeGeminiMicrosoft CopilotSecure AIEmerging AI platforms and toolsYou do not need to be an AI engineer.You do need to be curious, adaptable, and excited to learn.What Success Looks LikeWithin 12 months:Customers view you as a trusted advisorAI Strategy Sprint engagements run smoothlyCustomer satisfaction improvesRenewals improveExpansion opportunities increaseAlex Heublein and the Innovate team spend more time creating value and less time managing delivery issuesIdeal BackgroundWe are interested in candidates with experience in:Customer SuccessDigital TransformationProgram ManagementConsultingStrategic Account ManagementTechnology ServicesAI Adoption ProgramsExperience in MSP, SaaS, Consulting, Microsoft, or AI-related environments is highly advantageous.What We Are Looking ForYou are:Highly organizedCommercially awareCustomer obsessedComfortable with executivesA strong communicatorCurious about AIHungry for growthAble to manage ambiguityWilling to challenge constructivelyFocused on outcomes rather than activityThis Role Is Not For EveryoneThis role is not for you if:You prefer highly structured environments with little changeYou are looking for a low-pressure roleYou dislike accountabilityYou are not interested in AIYou prefer operating purely behind the scenesWhy Join NetsuritWork directly on AI transformation initiativesAccelerate your career growthJoin a high-performance teamLearn from experienced leadersHelp shape the future of AI adoption in the mid-marketSupport the Dreams of the DoersNote to Agencies: Principals only. No recruiters, no agencies, no unsolicited services.Originally posted on Himalayas