Overview
We are seeking a seasoned Customer Success Manager (CSM) to support a strategic
enterprise customer within our IT Managed Services portfolio. This role emphasizes IT
infrastructure operations, data center services, application management services (AMS),
and cloud/hybrid technology environments. The CSM will ensure operational excellence,
drive customer satisfaction, and expand the value of our managed services partnership.
This is a highly customer-facing,services-led role requiring the ability to be on-site
in Greensboro, NC three days per week.
Key Responsibilities
Customer Relationship & Engagement
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Serve as the primary relationshipownercustomer interactions related to
infrastructure, data center, and application services.
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Build trusted advisor-level relationships across IT leadership, architecture teams,
application owners, and operational stakeholders.
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Lead operational and strategic governance sessions, including service reviews,
QBR's, roadmap discussions, and performance updates.
Service Delivery Oversight, partnering with the SDM
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Oversee delivery of end-to-end managed services across:
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Data center operations
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Server, storage, and network infrastructure
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Virtualization platforms (VMware, Hyper-V, etc.)
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Cloud and hybrid infrastructure (Azure, AWS, or private cloud)
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Backup, disaster recovery, continuity, and monitoring
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Application Management Services (enterprise apps, custom apps, middleware,
integrations)
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Patching, lifecycle management, performance tuning, and capacity planning
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Partner closely with infrastructure and application teams to ensure SLA compliance
andtimelyresolution of incidents and problems.
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Drive coordination and communication across cross-functional delivery towers.
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Proactivelyidentifyrisks, stability concerns, and improvement opportunities across
both infrastructure and application environments.
Operational & Strategic Management
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Lead infrastructure and application service planning, modernization initiatives, and
continuous improvement programs.
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Translate customer business goals into actionable service strategies that align
technology and operational outcomes.
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Maintain a comprehensive understanding of the customer's architecture, application
landscape, and operational dependencies.
Account Growth & Value Expansion
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Identifyupselland cross-sell opportunities across:
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Infrastructure modernization
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Cloud migration and optimization
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Application lifecycle modernization
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Data center consolidation
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Enhanced AMS support, custom development, or performance optimization
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Security and resilience improvements
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Develop proposals and Statements of Work (SOWs) for service expansions,
enhancements, and new initiatives.
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Develop business cases and proposals that clearlydemonstrateROI and operational
value.
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Collaborate with sales, architects, and service delivery leads to shape strategic
account growth.
Required Experience & Skills
- 5+ years of experience in customer success, account management, or service delivery
management within an MSP environment.
- Strong understanding of enterprise IT infrastructure (servers, storage, networking,
virtualization), data center operations, and hybrid/cloud models.
- Demonstrated experience overseeing Application Management Services or application
support environments.
- Familiarity with monitoring, DR solutions, backup platforms, and
infrastructure/application performance management tools.
- Proven capability in executive relationship management, escalation handling, and
operational governance.
- Strong analytical, communication, and problem-solving skills.
Preferred Qualifications
- Experience supporting large enterprise or global environments.
- ITIL expertise and understanding of service management methodologies.
- Knowledge of automation frameworks, CI/CD concepts, or DevOps-adjacent processes
(not required, but beneficial).
