Customer Success Manager - SPINEN (Specialized Information Environments, Inc) : Job Details

Customer Success Manager

At SPINEN, we've been delivering reliable, client-focused Managed IT Services to Middle Georgia and surrounding areas for over 25 years. As we continue to grow, we're seeking a Customer Success Manager to lead a POD (a customer service team with specific clients) and drive long-term value and satisfaction for our clients.

This role is ideal for someone passionate about building meaningful relationships, understanding complex business challenges, and aligning those needs with technological solutions. You'll collaborate with the POD Solution Manger in helping our clients achieve their business goals while ensuring an exceptional experience throughout their lifecycle with Spinen.

Job Duties/Responsibilities:

• Lead and develop the POD, fostering a culture of service, accountability, and excellence.
• Oversee client onboarding, contract renewals, and service expansion opportunities, ensuring a smooth and timely process.
• Build trusted advisor relationships with clients, identifying opportunities to improve their business through technology.
• Collaborate closely with technical and sales teams to recommend tailored solutions, including cloud, compliance, and security offerings.
• Ensure accurate and timely documentation and management of client information
• Develop and maintain key client success initiatives such as SBRs, onboardings, and training
• Monitor industry trends and client feedback to anticipate needs and improve service delivery.
• Act as an escalation point for complex client issues, working quickly to resolve challenges and maintain satisfaction.
• Lead process improvement and cross-functional initiatives to enhance the overall client experience.

Supervisory Responsibilities

• Assist with hiring, training, and supporting departmental staff.
• Provide regular, constructive feedback and performance evaluations.
• Manage the daily operations and workflows of the POD.

Required Skills & Competencies:

• Ability to simplify and communicate technical information clearly to non-technical stakeholders.
• Strong understanding of Managed Services, Cloud, and Security solutions.
• Excellent organization and multitasking abilities with keen attention to detail.
• Experience driving consultative sales and client engagement strategies.
• Strategic thinking with the ability to identify and act on growth opportunities within client accounts.
• Skilled in CRM management, proposal creation, and cross-functional collaboration.

Preferred Experience:

• 3–5 years in a Customer Success, Account Management, or similar role preferably within the MSP or IT services space.
• Proven track record in team leadership and client engagement.

Physical Requirements

• Prolonged periods of sitting and computer work.
• Willingness to travel locally for client meetings and networking events.