Customer Success Manager

The Customer Success Manager (CSM) is a strategic partner responsible for managing post-sales customer relationships across hybrid cloud environments, specifically for TruScale services. This role ensures smooth onboarding, accurate billing, ongoing adoption, and sustained value realization for enterprise clients. As the trusted advisor and primary point of contact post-sale, the CSM plays a critical role in customer satisfaction, retention, expansion, and long-term revenue growth.

• Customer Relationship Management
  Serve as the trusted advisor and main point of contact for enterprise customers post-sale, building strong, long-term relationships.

• Service Delivery & Onboarding
  Lead the end-to-end onboarding process, ensuring seamless implementation and adoption of TruScale services.

• Billing Oversight
  Ensure billing accuracy through close tracking of usage data for both fixed and variable consumption models, resolving discrepancies proactively.

• Customer Success & Retention
  Drive renewals and revenue growth by identifying upsell and cross-sell opportunities through proactive engagement and deep understanding of customer needs.

• Business Reviews & Success Planning
  Conduct regular business reviews, develop customer success plans, and align stakeholders on shared goals and outcomes.

• Cross-Functional Coordination
  Collaborate with internal teams (Sales, Product, Support, Legal, Finance) to deliver on customer expectations and resolve issues efficiently.

• Voice of the Customer
  Advocate for customer needs and feedback in internal meetings to drive product and process improvements.

• Customer Health Monitoring
  Track and analyze customer health metrics to anticipate risks and implement strategies to ensure high satisfaction and retention.

• Bachelor's degree in Business, Information Technology, or a related field

• 5+ years of experience in customer success, account management, or cloud services delivery (preferably in enterprise or B2B environments)

• Proven ability to manage complex customer relationships and coordinate across multiple internal stakeholders

• Strong understanding of hybrid cloud technologies, as-a-service models (e.g., IaaS, PaaS), and usage-based billing

• Excellent communication, presentation, and stakeholder management skills

• Analytical mindset with the ability to interpret customer data and drive actionable insights

• Highly organized, self-motivated, and comfortable with ambiguity in a fast-paced environment

• Experience with TruScale or other consumption-based infrastructure services (e.g., HPE GreenLake, Dell APEX, AWS, Azure)

• Familiarity with tools such as Salesforce, Gainsight, or customer success platforms

• ITIL, PMP, or CSM certification is a plus

• Technical background or experience working closely with cloud engineering or architecture teams

• Multinational or global customer experience a strong plus