Customer Success Manager

CBIZ, Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 major markets coast to coast.

CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.

Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.

The Customer Success Manager will sit in our Technology Advisory space, and is responsible for managing post-sale relationships with assigned clients, driving retention, satisfaction, and revenue expansion. This role owns the client lifecycle from onboarding handoff through renewal, acting as a strategic partner and advocate.

Essential Functions & Primary Duties

• Manage a portfolio of 15-30 clients
• Conduct QBRs and regular touchpoints to ensure client alignment and satisfaction
• Drive contract renewals and proactively mitigate churn risks
• Identify upsell/cross-sell opportunities and coordinate with sales/engineering
• Maintain accurate health scores and engagement logs in CRM
• Collaborate with Technical Account Managers for roadmap and project scoping
• Respond to client concerns/escalations and act as liaison to internal teams
• Ensure SLA adherence, CSAT follow-up, and documentation

Preferred Qualifications

• 3-5+ years in Customer Success, Account Management, or Client Services
• Experience in IT/MSP, SaaS, or managed services preferred
• Strong communication and presentation skills
• Familiarity with CRM tools (e.g., Salesforce, ConnectWise), ticketing systems, Excel

• Comfort in moderately technical conversations

Minimum Qualifications

• High School Diploma or GED equivalent required; Bachelor's degree preferred
• 1 year of relevant experience
• Must be able to work in a team environment
• Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally
• Proficient use of applicable technology

• Must be able to travel based on client and business needs

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