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Bulletproof, a GLI Company · 1 week ago

Customer Success Account Manager

Waltham, MA

Full-time

Onsite

Mid Level

3+ years exp

Bulletproof, a GLI company, is a global leader in technology, security, and compliance. The Customer Success Account Manager will own strategic relationships with assigned customers, ensuring alignment between their business goals and service delivery outcomes while driving retention, satisfaction, and growth.

EducationInformation ServicesInformation TechnologySoftwareTraining

Responsibilities

Strategic Relationship Ownership: Serve as the primary relationship manager and trusted advisor for assigned accounts, fostering long-term partnerships that drive measurable outcomes

Account Planning & Growth: Develop account plans that identify customer priorities, risks, and opportunities for service optimization, renewal, and expansion

Value Realization: Connect service performance and outcomes to customer business goals; lead business reviews to reinforce value and progress

Service Orchestration: Coordinate across internal teams (Service Delivery, Security, Engineering, and Sales) to ensure seamless execution, SLA adherence, and proactive issue resolution

Renewals & Growth: Manage renewal timelines, ensuring alignment between customer goals and services. Participate in upsell or cross-sell conversations to expand customer engagement and achieve assigned retention and revenue growth targets

Health & Risk Management: Monitor customer satisfaction, usage, and operational performance; proactively address risk indicators and escalation points

Customer Advocacy: Represent customer feedback internally to improve service experience, process efficiency, and product alignment

Strategy & Activity Documentation: Accurately maintain account notes, health indicators, and renewal activities in Salesforce (or other CRM systems) to ensure visibility, data integrity, and collaboration

Qualification

Customer Success ManagementAccount ManagementAnalytical SkillsMicrosoft 365AzureCybersecurity FrameworksProactive LeadershipCommunication SkillsPresentation SkillsOrganizational Skills

Required

3-5 years in Customer Success, Account Management, or Program Management within an MSP, MSSP, or enterprise technology environment

Proven ability to manage mid-to-large accounts with complex service needs and multiple stakeholders

Strong communication, presentation, and consultative skills; able to translate technical performance into business value

Analytical and data-driven thinker skilled at identifying trends, interpreting service metrics, and building clear value stories that demonstrate ROI and business impact

Demonstrated success in retention and growth initiatives (renewals, cross-sell, or upsell)

Excellent organizational skills with experience managing multiple customer engagements simultaneously

Confident, proactive, and accountable: able to lead through influence and collaboration

Preferred

Familiarity with Microsoft 365, Azure, and cybersecurity or compliance frameworks

Understanding of managed services delivery, SLAs, and IT service management fundamentals

Experience preparing and leading Executive Business Reviews (EBRs)

Business strategy acumen and comfort discussing contract or pricing structures

Benefits

Comprehensive Health, Dental, and Vision Insurance

Optional Health Benefits

Vacation Time

401k Plan

Annual Discretionary Bonus

Anniversary Reward Bonus

Educational Assistance Program

Additional Mental Health Benefits through our Employee Assistance Program

Company

Bulletproof, a GLI Company

Headquartered in Canada with locations across the US and around the globe, Bulletproof’s ultimate goal is to help your organization reduce IT, security, and/or compliance complexities.

Founded in 2000

Fredericton, New Brunswick, CAN

201-500 employees