Apt · 5 days ago
Customer Success Manager Tier 3
Mobile, Alabama
Full-time
Onsite
Mid, Senior Level
4+ years expApt is a technology company seeking a Customer Success Manager to take ownership of the ongoing technical partnership with customers following implementation. The role involves acting as a strategic advisor to ensure customers achieve their desired business outcomes through exceptional service delivery and proactive engagement.
Staffing & Recruiting
Responsibilities
Serve as the primary point of contact for assigned post-implementation accounts
Actively manage multiple high-profile, high-engagement customer relationships
Build trusted partnerships by deeply understanding each customer’s business objectives and IT priorities
Maintain frequent, structured communication and balance competing customer needs effectively
Lead customer issue resolution using established workflows and escalation processes
Coordinate with internal technical teams, service owners, and subject matter experts to ensure rapid resolution
Monitor, track, and manage support tickets to ensure accuracy, timeliness, and SLA adherence
Provide clear, consistent status updates—including root cause analysis and long-term resolution plans
Identify recurring or systemic issues and drive corrective actions to prevent future impact
Foster strong working relationships across engineering, operations, sales, and support teams
Maintain detailed documentation of customer environments, configurations, workflows, and service details
Ensure ticketing and CRM records are complete, current, and correctly assigned for reporting and billing purposes
Engage regularly with systems administrators, service owners, and leadership to align service delivery with customer expectations
Identify opportunities to expand services, recommend new technologies, and support account growth initiatives
Participate in renewal discussions and contribute to up-sell and cross-sell efforts within existing accounts
Mentor and support peers by sharing knowledge, best practices, and lessons learned
Contribute feedback on service offerings, tools, and processes to drive continuous improvement
Perform additional duties as business needs evolve
Qualification
Required
Minimum of four years of experience in technical account management, customer success, or related roles
Demonstrated success supporting business customers and partnering closely with technical delivery and sales teams
Hands-on experience using CRM platforms such as Salesforce (or equivalent)
Strong interpersonal, leadership, and communication skills with a customer-first mindset
Proven track record of managing renewals and growing revenue within existing accounts
Familiarity with enterprise support platforms, ticketing systems, and documentation tools
Preferred
Bachelor's degree in Computer Science, Management Information Systems, Business Administration, or a related field
Knowledge of IT service management principles, virtualization, networking, and modern enterprise infrastructure
Company
Apt
Apt is a women-owned IT staffing and solutions firm that helps teams move faster with the right talent and delivery support.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Winnie Njaaga Smith
Chief Executive Officer
Ben Haynes
Founder, VP of Client Services
Company data provided by crunchbase