TierPoint · 2 days ago
Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$83K/yr - $133K/yr
5+ years expTierPoint is seeking a Customer Success Manager (CSM) to focus on building, retaining, and growing customer accounts. The role involves proactively managing client expectations and communications while ensuring customer retention and satisfaction through effective account strategies and relationship management.
Cloud ComputingData CenterInformation ServicesInformation TechnologyIT Infrastructure
Responsibilities
Develop and execute on account strategies for assigned accounts, while working alongside the sales and services teams to deliver positive outcomes for clients
Communicate with customers to meet long-term goals; gather, and deliver information between internal and external teams, track and optimize customer retention metrics
Secure renewals, increase renewal rates, identify upsell/cross-sell opportunities, and reduce churn
Ensures customer retention by proactively addressing needs and concerns
Partner with sales to identify expansion opportunities and ensure realization of the expansion sales potential within portfolio
Delivering a seamless post-purchase experience for customers
Building and maintaining relationships with a portfolio of customers by assisting them with onboarding, training, and adoption of products or services
Takes ownership for team coordination and connects identified opportunities, questions, and/or issues from customer organizations
Serve as a product, company, and industry ambassador, educating on capabilities
Collects customer feedback and monitor customer health to identify potential risks
Provide guidance and support throughout the customer lifecycle
Communicates with customers based on business approach (low-touch, tech-touch, high-touch)
Intervenes through proactive customer engagement to prevent support issues, foster customer loyalty, and promote good business relationships
Provides quality internal and external customer service surrounding the Company values
Other duties as assigned
Qualification
Required
Bachelor's Degree (or equivalent work experience)
5+ years of experience in Enterprise Customer Success, Solution Architect or Management
Strong understanding of value drivers in recurring revenue business models
Prior experience in a consultant role where customer growth was achieved primarily through continuously delivering value
Strong understanding of best practices relevant to retaining and growing accounts within a personal portfolio while mitigating risk
Strong listening ability and persuasiveness, appropriate interpersonal styles, and communication skills
Proven ability to be a business advisor by creating valuable business partnerships with customers
Proven ability to synthesize and draw conclusion from data
Ability to be a compassionate, strategic problem solver who can prioritize/adapt quickly
Adequate professional experience and knowledge to perform Job Responsibilities
Excellent verbal, written, and interpersonal skills
Ability to prioritize and organize effectively
Ability to work on multiple projects simultaneously
Ability to work both independently and with others
Company
TierPoint
TierPoint is an enterprise data center company that provides secure, connected IT platform solutions for digital transformation initiatives.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$2.37BKey Investors
Apterra Infrastructure CapitalArgo InfrastructureTA Associates
2025-10-23Debt Financing· $240M
2025-07-14Debt Financing· $250M
2025-04-09Debt Financing· $500M
Leadership Team
Mary Meduski
President and CFO
Michael Lagg
Chief Sales Officer
Recent News
2026-01-09
The Morning Call
2025-12-31
Company data provided by crunchbase