Customer Success Manager

$65,000 - $100,000/Yr

Loxia Technologies - Miramar, FL

Full-time - Mid Level

Remote - Miramar, FL

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager at Loxia plays a crucial role in ensuring that customers derive maximum value from the company's IT Managed Services. This position focuses on building strong relationships with clients, developing proactive success plans, and acting as a trusted advisor throughout the customer journey. The role requires excellent communication, analytical skills, and a passion for customer success to effectively manage customer needs and expectations.

Responsibilities

• Act as the single point of contact for a portfolio of customers, developing success plans that include deliverables, timelines, and clear communication across the customer's post-sale journey.
• Build and nurture strong client relationships to understand their IT needs and align our services to support their business goals.
• Represent the voice of the customer internally to ensure alignment with service-level agreements (SLAs) and expectations.
• Proactively manage customer support issues, projects, and service delivery limitations, collaborating with cross-functional teams to resolve them efficiently.
• Consult customers on industry trends and how Loxia's services can address their business challenges, contributing to their long-term success.
• Maintain detailed records of customer interactions, including decision-making processes, contacts, and updates in our Professional Services Automation (PSA) system.
• Collaborate with internal technical teams to ensure smooth service delivery in alignment with customer contracts.
• Participate in regular cross-departmental meetings to review project progress, address service delivery concerns, and discuss technical challenges impacting customers.
• Ensure ticket prioritization, escalation, and resolution align with the client's needs and service contracts.
• Partner with the sales team to close expansion opportunities, providing insights on customer needs and potential growth areas.
• Contribute to the continuous improvement of Customer Success strategies by sharing industry best practices, feedback, and learnings across the organization.

Requirements

• 3-5+ years of customer-facing experience, ideally in a Customer Success, Pre-Sales, or Service Delivery role in a B2B environment.
• Strong understanding of Managed Service Provider (MSP) industry, including IT infrastructure management, service delivery, and ticketing systems.
• Ability to build trusted relationships with clients, understand their IT needs, and tailor solutions that align with their business goals.
• Strong communication and presentation skills with the ability to establish credibility at all levels, from technicians to C-suite executives.
• Experience collaborating with technical teams to deliver high-quality IT services.
• Experience in the healthcare industry or familiarity with compliance standards (e.g., HIPAA) is a plus.
• Familiarity with IT ticketing systems, PSA tools, and service management frameworks (e.g., ITIL).
• Data-driven, with strong analytical and decision-making skills.
• Ability to thrive in a fast-paced, high-growth environment and manage multiple customer relationships effectively.

Nice-to-haves

• Experience in the healthcare industry or familiarity with compliance standards (e.g., HIPAA).

Benefits

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Work from home