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Mission, a CDW Company · 1 day ago

Customer Success Manager, Professional Services

California, United States

Full-time

Onsite

Mid Level

Mission Cloud is an Amazon Web Services (AWS) Premier Consulting Partner and MSP. As a Customer Success Manager, you will lead the customer onboarding journey, ensuring that new customers are prepared for project launch and collaborating with various teams to align timelines and expectations.

Information Technology & Services

Responsibilities

Manage the customer experience from contract signature through Project Kickoff, ensuring timely preparation and alignment across all teams involved

Coordinate project start dates with customer availability and internal delivery capacity, working closely with the Operations team for resource planning

Lead Welcome calls and serve as the primary point of contact during onboarding, maintaining ownership until the Project Manager takes over at the Kickoff call

Work cross-functionally with Sales, Professional Services Delivery, CDW internal teams, and partner teams to streamline planning and eliminate blockers for service delivery

Ensure all technical prerequisites are completed before the Project Kickoff call, including AWS access, stakeholder coordination, and internal resource scheduling

For select customers, stay engaged from the first project Onboarding through the start of the following phases to provide customers with ongoing support and continuity

Maintain accurate onboarding dates and customer records in Mavenlink, ClickUp, and CRM systems to track milestones and early engagement progress

Communicate risks, issues, and customer feedback to internal teams to support improvements in onboarding and delivery

Provide early-stage support for strategic customers and facilitate a smooth handoff to project and delivery teams

Help reduce time-to-launch by identifying and resolving potential delays, contributing to more efficient revenue recognition

Stay informed on Mission Cloud service offerings and how they connect to customer needs to better guide customer discussions

Qualification

Customer success experienceCRM proficiencyAWS Cloud Practitioner certificationTechnical account managementOnboarding workflows familiarityCommunication skillsOrganizational skillsCross-functional collaborationPresentation skills

Required

Experience working in customer success or a related function such as B2B sales, account management, or technical account management, preferably within technical consulting or SaaS industries

Proven ability to manage multiple customer relationships, timelines, and priorities in a fast-paced, high-growth environment

Strong communication and organizational skills, with comfort presenting to both internal stakeholders and external customers

Familiarity with onboarding workflows and cross-functional collaboration in technical delivery environments

Experience advocating for customers across teams to identify solutions, resolve blockers, and improve customer outcomes

Proficiency with CRM platforms and presentation tools, including Google Slides or PowerPoint

AWS Cloud Practitioner certification, or willingness to obtain certification within 60 days of hire

Ability to travel up to 10%

Company

Mission, a CDW Company

Mission, a CDW Company, is a leading born-in-the-cloud managed services and consulting provider, offering end-to-end cloud services, innovative AI solutions, and software for AWS customers.

Founded in 2017