Customer Success Manager (CSM)

Position Summary:

Customer Success Manager (CSM)

Key Responsibilities:

Customer Relationship Management

• Build strategic and trusted relationships with key customer stakeholders.
• Serve as the single point of contact for customers across the entire post-sales lifecycle.
• Conduct Quarterly Business Reviews (QBRs) to showcase service outcomes and align on future priorities.

Customer Success & Growth

• Own the customer journey from onboarding through ongoing service delivery.
• Identify expansion opportunities and collaborate with Sales to position additional services.
• Monitor service adoption and ensure customers realize full value from Gruve offerings.

Operational Excellence

• Actively track and monitor service performance metrics, usage data, and customer satisfaction.
• Partner with Delivery and Technical teams to resolve escalations and ensure timely issue resolution.
• Drive continuous improvement in service experience through data-driven insights.

Advocacy & Engagement

• Drive customer advocacy by identifying referenceable clients and securing testimonials/case studies.
• Champion the voice of the customer internally to influence service improvements.

Internal Collaboration

• Collaborate cross-functionally with Sales, Delivery, Product, and Support teams to deliver a unified customer experience.
• Help optimize internal customer success processes, playbooks, and engagement models.

Required Qualifications:

• Bachelor's degree in Business, Technology, or a related field.
• 8+ years of experience in a Customer Success Manager or Account Manager role, preferably in IT Services or SaaS.
• Proven success in managing strategic enterprise customers with a global footprint.
• Strong knowledge of cyber security and networking services (e.g., Cisco Secure Firewall, ISE, SD-Access).
• Exceptional verbal and written communication skills.
• Proficient in CRM and Customer Success platforms.

Preferred Qualifications:

• PMP certification is a plus.
• Experience with QBR planning and execution.
• Familiarity with customer health scoring and success metrics frameworks.
• Ability to manage cross-functional stakeholders in fast-paced environments.

Soft Skills:

• Strong interpersonal and collaboration skills
• Analytical and solution-oriented mindset
• High level of accountability and ownership
• Strategic thinking with attention to detail
• Adaptable and resilient under pressure