Itential · 1 day ago
Customer Success Manager
United States
Full-time
Onsite
Senior Level
5+ years expItential is seeking a Customer Success Manager to join their growing Customer Success Team. This role focuses on building client relationships, understanding technical needs, and promoting strong platform adoption to enhance customer satisfaction and retention. The Customer Success Manager will act as a liaison between customers and internal teams, ensuring the delivery of business value throughout the customer lifecycle.
ComputerInformation TechnologySaaSSoftwareTelecommunications
Responsibilities
Serve as the strategic partner to customers throughout the customer lifecycle, cultivating relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal
Calls and relevant notes tracking execution to help achieve goals for platform usage and proactively work with customers and Itential staff when issues threaten the health of the relationship
Utilize tooling (Salesforce, Confluence, JIRA, etc.) to track key account data, opportunities, and for logging calls and relevant notes
Facilitate customer onboarding sessions as part of enablement and ongoing product adoption in partnership with Customer Success Engineers
Act as a communications liaison between Product Support, Professional Services, Product Engineering, Product Management, and Customers
Promote customer satisfaction and loyalty by demonstrating an understanding of the Customers' business needs and helping them achieve their objectives using the Itential portfolio
Educate customers on the use and benefits of Itential solutions
Exemplify the voice of the customer, advocating on their behalf for issue resolution and new feature prioritization
Provide customers with information and assistance regarding product updates and new features
Qualification
Required
Bachelor's degree in Business Administration, Communications, Management Information Systems, Computer Science, or equivalent experience required
5+ years in a Customer Facing role in a Network or Software company required
Experience in a Software Development Environment required
Experience working with promoting value through customer experience required
Ability to build rapport with customer champions and work colleagues in a remote setting
Exceptional ability to communicate, identify account churn risks and proactively drive issue resolution
Networking, Software, or Automation Technical skills required, as they relate for the use of the products and services to be sold
Knowledge of IT key concepts (network management, infrastructure, software development, cloud computing, etc.)
Strong time management, accountability, and personal organization are essential
Experience analyzing and optimizing the existing processes in the Customer Success department
Deep understanding of customers concerns and thoughts regarding the use of products and services
Experience with the Microsoft Office Suite (Word, Excel, PowerPoint); Salesforce; Confluence; JIRA
Passion for learning new technology and evangelizing to others
Preferred
Advanced degree in business or technology
Customer Success certifications
Experience with Confluence
Background in network automation or orchestration platforms
Previous experience in Professional Services or Technical Support
Technical certifications in networking or cloud technologies
Experience with customer health scoring and success metrics
Knowledge of subscription-based software business models
Company
Itential
Network Automation & Orchestration
201-500 employees
H1B Sponsorship
Itential has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (9)
2023 (11)
2022 (18)
2021 (15)
2020 (11)
Funding
Current Stage
Growth StageTotal Funding
$25.5MKey Investors
Elsewhere Partners
2022-02-07Convertible Note
2021-04-13Series B· $20M
2017-09-27Series A· $5.5M
Leadership Team
I
Ian Bresnahan
President and CEO
Chris Wade
Co-Founder & CTO
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