Senior Advisory Customer Success Manager - (remote)
United States - Remote•United StatesNorth America•December 11, 2025
Owns the customer relationship with a focus on growing existing customer spend and footprint, understanding customer needs and facilitating best overall solution and resolution, and ensuring customer retention and positive experience. Owns the client relationship for all growth and delivery for assigned customer base. Partners with customers and internal resources to address critical priorities. Develops deep executive strategic relationshipsbasedonunderstandingcustomerbusinessneedsandstrategytoactasatruepartnerfor creating and servicing IT infrastructure solutions. Leverages subject matter experts to provide and support product solutions. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed. Oversees the execution of contractual obligations to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded.
Career Level Summary
- Recognized as an expert within the company and requires in-depth and/or breadth of expertise in own job discipline and broad knowledge of other job disciplines within the organization function.
- Solves complex & unique problems that have a broad impact on the business.
- Contributes to the development of organizational sub-function strategy.
- Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines.
- Works independently, receives minimal guidance.
- Acts as a resource for colleagues with less experience.
Critical Competencies
- Customer Knowledge: Capitalizes on deep understanding of current customer’s organization structure, business processes, strategic objectives and challenges in order to anticipate and meet customer needs.
- Relationship Management: Cultivates relationships with broad groups inside the organization (e.g., leadership team, business partners) and externally with key constituents, partners and allies (e.g., government, industry groups); provides recommendations for managing challenging relationships.
- Negotiation and Influence: Persuades others by supporting ideas with logical arguments/data, recognizing what information to share and when to share it; builds support to resolve issues and achieve the most favorable outcome for the company.
- Technical Knowledge of Products: Demonstrates knowledge of market segments as well as market data trends and makes recommendations accordingly.
- Systems Thinking: Leads collaboration with key stakeholders and contributes subject matter expertise to develop unique solutions to complex issues.
- Account Development: Proactively seeks and builds broader organizational relationships that influence account development and management; creates opportunities for other account team members to collaborate with customer team and build relationships.
- Customer Knowledge: Capitalizes on deep understanding of (current or potential) customer’s organization structure, business processes, strategic objectives and challenges in order to anticipate and meet customer needs. Networks with key decision makers, leveraging a deep understanding of their unique perspectives and priorities to create and expand relationships Demonstrates expert knowledge of and monitors the customer’s industry and competitive environment in order to create effective customer solutions
- Service Delivery Effectiveness: Identifies appropriate tools and metric tracking systems to be used, and oversees/reviews reporting of service delivery results. Drafts SLAs and defines performance and quality standards to ensure service delivery outcomes meet or exceed desired benchmark. Develops plans to improve service delivery outcomes; provides guidance and expertise on the steps required to close gaps and ensure results are achieved.
- Multi-tasking & Prioritization: Oversees team members to discuss current projects, workload and activities; prioritizes resources accordingly. Improves workload management by supporting others in setting priorities and by postponing less relevant work. Strategically focuses self and others on top priorities; effectively manages overlapping timelines and competing demands.
Key Responsibilities
- Responsible for managing revenue realization of business and ensuring profitable growth.
- Manages Execution of contractual responsibilities to customer
- Manages relationships with Partners associated with Contract.
- Manages internal teams as necessary for execution.
- Guides customer satisfaction, account retention and growth by collaborating with clients and internal teams.
- Develops strong relationships with executives and influencers to expand and implement effective, enterprise-wide strategies.
- Owns forecasting and account planning on a monthly/quarterly/annual basis.
- Handles customer escalations, serving as the main point of escalation during downtime events; and attending RCA sessions for individual customer incidents to compile incident reports.
- Seeks new opportunities within existing accounts.
- Leads the negotiation, closure, and documentation of customer renewals for customers.
- Creates advocates out of clients by delivering fanatical customer experience and leverages client advocates to drive additional sales.
- Utilizes and updates CRM tools to track all pertinent account information and sales progress as well as forecast and prioritize to achieve quarterly goals.
Skills
- Contract management
- P&L and financial management
- Conflict resolution
- Relationship management and executive management
- Ability to anticipate business and regulatory issues; recommend process or service improvements.
- Demonstrated ability to influence decision making.
- Ability to understand and apply RAX customer support model and demonstrate value to customers.
- Expert interpersonal, written, and verbal communication and negotiation skills.
- Exhibits excellent attention to detail.
- Excellent creative problem-solving abilities.
- Flexible and adaptable to work schedule based on customer need.
- Ability to thrive in a complex and rapidly changing environment.
- Able to prioritize and highly varied work level in order to maintain required productivity levels.
- Able to communicate the same message in a different way to both technical and business-oriented people.
- Superior ability to adapt messages to stakeholders at all levels of the company, from CTO level to front-line technical support.
- Strong presentation, written and verbal communication skills.
- Goal oriented with superior work ethic.
- Effective time management skills and the ability to work numerous projects at once.
- Always does what is right for the customer—relentlessly customer-focused.
Education
- Bachelor's Degree in Business, Sales, Marketing, or a related field required.
- At the Manager's discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution allowed, regional equivalent to High School Diploma is required.
Experience
- Successful account management/IB sales experience, incorporating value/service selling in business or marketing required.
- Experience in all facets of sales: outbound lead generation, follow up, pipeline management, training, and closing skills required.
- 12 - 14 years of experience in the field of role required.
- Relevant hosting/technology experience preferred.