Customer Success Manager

As a Customer Success Manager, you are responsible for building and maintaining strong partnerships with Itential’s most strategic customers, driving adoption, retention, and measurable outcomes throughout the full customer lifecycle.

This includes:

• Serve as the primary strategic partner and trusted advisor to customers throughout the full lifecycle, from onboarding and adoption through expansion and renewal, with stage-appropriate engagement at each phase
• Proactively establish, build, and maintain strong relationships with executive and operational stakeholders across each account, systematically capturing business objectives and ensuring customers achieve measurable value at every lifecycle stage
• Collaborate with Sales counterparts on account planning to align on customer objectives, identify expansion opportunities, and build a shared strategy for renewal and growth
• Proactively escalate and drive resolution of technical and relationship risks by coordinating across Product Support, Professional Services, Engineering, and Product Management, serving as the customer’s internal advocate
• Maintain accurate, up-to-date account data in Salesforce and JIRA, including health indicators, risk flags, open opportunities, and engagement history, to ensure full visibility across internal stakeholders
• Proactively drive customer enablement through structured onboarding activities and ongoing product adoption sessions, ensuring customers are advancing their maturity on the platform at each lifecycle stage
• Serve as the primary point of coordination between customers and internal teams, proactively communicating status, managing expectations, and ensuring follow-through on commitments
• Monitor accounts for changes in product usage, objectives, personnel, financial conditions, or competitor involvement that may affect the customer’s ongoing use or satisfaction with Itential’s products or services
• Introduce customers to new platform capabilities, features, and applications, drawing on cross-customer insights and product knowledge to surface what other organizations are building with Itential and how those patterns could apply to their environment
• Proactively deliver product roadmap updates, release highlights, and new feature guidance to customers, framing capabilities in the context of their specific automation goals to drive continued platform adoption
• Identify and qualify expansion opportunities, including new use cases, additional products, or broader platform adoption, and partner with Sales to progress them to commercial outcomes
• Lead Executive Business Reviews (EBRs) independently, including preparation, facilitation, and follow-through on documented outcomes
• Proactively manage at-risk accounts by identifying churn signals early, documenting root cause in Salesforce, and partnering with CS leadership on resolution strategies when needed

• 3–5+ years in a Customer Success or customer-facing role, with at least 3 years of experience in a network, automation, or enterprise software environment
• Technical background in networking, network automation, or IT, gained through formal education or hands-on professional experience
• Demonstrated track record of driving product adoption and measurable customer outcomes in a B2B enterprise environment
• Ability to build rapport with customer champions and work colleagues in a remote setting
• Exceptional ability to communicate, identify risks, and proactively drive resolutions
• Working knowledge of network automation concepts and technologies; familiarity with platforms such as the Itential Automation Platform (IAP), Ansible, Terraform, or Cisco NSO is strongly preferred. Ability to discuss integration patterns (ServiceNow, NETCONF/REST, Git-based workflows) and common automation use cases such as configuration compliance, change automation, and service provisioning
• Knowledge of IT key concepts (network management, infrastructure, software development, cloud computing, etc.)
• Strong time management, accountability, and personal organization
• Experience analyzing and optimizing existing processes in the Customer Success department
• Strong customer empathy and the ability to proactively surface and advocate for customer needs, translating feedback into actionable input for Product and Engineering
• Experience with the Microsoft Office Suite (Word, Excel, PowerPoint); Salesforce; JIRA; and Confluence
• Genuine enthusiasm for network automation and emerging technology, with the ability to translate complex concepts for audiences with varying levels of technical expertise

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Sitting: Constantly (6-8 hours per day) for computer work, meetings, and customer calls
• Standing/Walking: Occasionally for team meetings and customer presentations
• Lifting: Occasionally lift/carry up to 15 pounds (project materials, equipment)
• Vision: Constantly use close vision for computer work, documentation, and reporting
• Hearing: Frequently for customer calls, team meetings, and stakeholder communications
• Communication: Constantly communicate with customers, engineering teams, and executive management
• Manual Dexterity: Constantly use hands/fingers for keyboard use and documentation

• Noise Level: Typical office or home office environment with frequent meetings and calls
• Travel Requirements: Up to 25% travel for customer meetings, Executive Business Reviews, and industry events
• Schedule: Standard business hours with flexibility for customer time zones
• Technology: Salesforce, JIRA, Confluence, Microsoft Office Suite (Word, Excel, PowerPoint), and video conferencing software

ADA Accommodation: Itential is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application, interview, and employment process.

If you require accommodation to perform the essential functions of this position, please contact Human Resources to discuss available options.

Equal Opportunity: Itential is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.

All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

Employment at Will: Employment with Itential is at-will, meaning either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.