Customer Success Manager - Managed Business Services

1 month ago
Full-time
Senior
Project and Program Management
Model N

Model N

Model N provides cloud-based revenue management software solutions specifically designed for the high technology and life sciences industries, enabling businesses to optimize their revenue processes and enhance their financial performance.

Professional Services
251-1K
Founded 1999

Description

  • Serve as the primary point of contact for assigned managed services customers and own the overall relationship and success plan.
  • Develop and maintain customer success plans aligned to contracted services, business objectives, and desired outcomes.
  • Lead regular customer touchpoints (QBRs, monthly check-ins, service reviews) focused on value realization and performance.
  • Partner closely with managed services delivery, operations, and support teams to ensure consistent, high-quality execution of services.
  • Monitor service performance against SLAs, KPIs, and contractual commitments and report on outcomes.
  • Proactively identify delivery, adoption, or satisfaction risks and drive mitigation plans.
  • Coordinate escalations and ensure timely resolution of issues impacting customer experience.
  • Drive adoption of managed services best practices and identify expansion/upsell opportunities in partnership with Sales and Account Management.
  • Support renewals by demonstrating realized value and service performance and advocate for customer needs to influence product/service improvements.
  • Track and report on customer health, usage data, and performance trends and contribute to scalable processes, playbooks, and continuous improvement initiatives.

Requirements

  • 5+ years of experience in Customer Success or Account Management, preferably in a managed services or SaaS environment.
  • Bachelor’s degree required.
  • Strong understanding of SLAs, service metrics, and operational delivery models.
  • Proven ability to manage multiple customers and priorities in a fast-paced environment.
  • Excellent communication and stakeholder management skills, including executive-level engagement.
  • Experience driving customer retention and satisfaction through proactive engagement.
  • Experience with the Gainsight platform and CRM tools (preferably Salesforce).
  • Demonstrated experience using generative AI tools (e.g., ChatGPT, Copilot, Claude, Gemini) to improve productivity, decision-making, or problem solving.

Benefits

  • Remote (US) role with a competitive base salary range of $78,700 - $150,000 and equitable compensation practices.
  • Unlimited PTO for salaried employees.
  • Comprehensive medical, dental, and vision coverage with Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
  • 401(k) with company match.
  • Volunteer Time Off (VTO) and charitable giving opportunities.
  • Life and pet insurance and Employee Assistance & Mental Health Programs.
  • Professional coaching and career development support.

Interested in this position?

Apply directly on the company website

Apply Now

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