Customer Success Manager

OUR COMPANY:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to a superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO:

We are seeking a results-oriented Customer Success Manager to support and enhance the customer lifecycle within our technical sales organization. This individual will play a pivotal role in ensuring customer satisfaction, driving operational efficiency, managing key projects, and supporting revenue growth through strategic account oversight.

The ideal candidate combines strong organizational and analytical skills with a customer-first mindset and a strategic approach to identifying growth opportunities. This role requires a collaborative professional who can align internal teams, manage metrics, and drive both retention and expansion across our client base.

KEY RESPONSIBILITIES:

Customer Success & Relationship Management

• Serve as the primary post-sales contact for assigned clients, ensuring a seamless and successful customer journey.
• Drive customer retention, adoption, and satisfaction through regular touchpoints, account reviews, QBRs, and proactive issue resolution.
• Monitor customer health metrics and engagement trends, identifying and addressing risks in a timely manner.

Operational Oversight

• Implement and manage processes that improve efficiency and scalability of the customer success and sales support functions.
• Maintain and analyze dashboards and reporting tools to track KPIs and ensure alignment with organizational goals.
• Partner with sales and cross-functional teams to streamline workflows and ensure operational consistency.

Project Management

• Oversee the delivery and execution of customer-facing projects, ensuring timelines, deliverables, and stakeholder expectations are met.
• Coordinate internal and external resources to ensure project alignment and successful outcomes.
• Provide clear, consistent communication to both customers and internal stakeholders throughout the project lifecycle.

Revenue Growth & Opportunity Identification

• Develop a deep understanding of customer environments to uncover additional business needs and potential solution areas.
• Identify and qualify upsell, cross-sell, and expansion opportunities in partnership with the sales team.
• Participate in business reviews and strategic account discussions to align customer goals with company offerings.

ESSENTIAL CRITERIA:

• 3–7 years of experience in Customer Success, Account Management, or Inside Sales within a VAR environment.
• 3-5 years experience managing enterprise level customer relationships and navigating the OEM environment.
• Proficiency in CRM platforms (Salesforce), Project tracking tools (Jira) and reporting solutions (Excel, Power BI etc.).
• Strong analytical and organizational skills with a track record of improving processes and driving team performance through data.
• Excellent communication skills and executive presence; comfortable engaging both technical and business stakeholders.

DESIRABLE CRITERIA:

• Background in Managed Services.
• Familiarity with AV, cloud platforms, infrastructure solutions, or other technical sales cycles.
• Ability to think strategically while maintaining attention to detail and execution.

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws. 

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.