Customer Success Manager (New Jersey)

About this role

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.

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

Required

3+ years of experience managing a book of business in a B2B environment

Experience in an MSP or IT services environment

Experience in client negotiations around retention and/or renewal of service

Experience leading Quarterly Business Reviews (QBRs) including performance metrics and roadmap discussions

Knowledge of a CRM or PSA system daily (Salesforce, HubSpot, ConnectWise, etc.)

Preferred

Experience conducting client technology roadmap discussions tied to budget planning

Experience partnering with sales during renewal or upsell conversations

Experience managing escalated client situations

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

· 401(k) plan

· Bonus program

· Flexible Work Schedule

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