The Customer Success Manager will manage strategic accounts ensuring customer satisfaction, retention, and growth by acting as an advisor and coordinating with internal teams.
We are seeking a Customer Success Manager (CSM) to own and grow relationships with our top 30–40 high‑value customers. This role is critical to ensuring customer satisfaction, retention, and long‑term success. This role will reside under the Sales and Marketing arm of System Innovators.
As the primary point of contact for strategic customers, you will act as a trusted advisor, internal advocate, and first line of defense for customer needs. You will work closely with Sales, Client Services, and Technical teams to ensure customers receive value, issues are addressed quickly, and opportunities for growth are identified.
This is a highly visible role with direct exposure to leadership and customers.
Customer Relationship Management
- Own day‑to‑day relationships for a portfolio of 30–40 strategic accounts
- Serve as the primary customer contact for questions, concerns, and escalations
- Build strong, trusted relationships with customer stakeholders
Business Reviews & Engagement
- Schedule, prepare, and lead regular Business Reviews with assigned customers
- Ensure a minimum of 25% of assigned customers are engaged through Business Reviews annually
- Identify customer goals, risks, and opportunities during reviews
Customer Advocacy & Issue Management
- Act as the first line of defense for incoming customer issues
- Triage tickets and coordinate internally with Client Services and Technical teams
- Ensure issues are tracked, communicated, and resolved effectively
Retention & Growth Support
- Monitor account health and proactively address churn risk
- Support renewals and identify expansion or upsell opportunities
- Partner with Sales leadership on account strategy and handoffs
Internal Collaboration
- Communicate customer feedback and trends to internal teams
- Maintain accurate account notes and activity tracking
- Help improve customer-facing processes and documentation
What Success Looks Like
- High customer satisfaction and retention rates
- Consistent completion of Business Reviews
- Clear visibility into customer health and risks
- Strong internal coordination and follow-through
- Customers feel supported, informed, and confident in the partnership
Qualifications
- 2–5 years of experience in Customer Success, Account Management, or Inside Sales
- Strong communication and relationship-building skills
- Highly organized with strong follow-through
- Comfortable working with both business and technical stakeholders
- Experience managing multiple accounts simultaneously
- SaaS or technology services experience preferred
Similar Jobs
Software
Manage a portfolio of strategic customers, drive adoption and growth, serve as a technical advisor, and collaborate cross-functionally to ensure customer success and satisfaction.
Top Skills:
APIsContent Management SystemsDigital Asset ManagementEcommerceMedia WorkflowsSaaSWeb Technologies
Artificial Intelligence • Automotive • Greentech • Information Technology • Machine Learning • Software • Cybersecurity
The Sr Customer Care Specialist ensures client satisfaction by managing tasks, providing solutions, and maintaining effective communication with clients in a dynamic environment.
Information Technology
The role involves managing z/OS installations, performing system management tasks, handling software issues, and supporting disaster recovery processes. It also includes mentoring team members and optimizing mainframe performance.
Top Skills:
BmcCaFtpIbm ServerpacJclRexxRocket SoftwareSftpUnix Systems ServicesZ/Os
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
