Position Overview We are seeking an experienced Customer Success Manager (CSM) to join our Customer Success organization. This strategic, customer-facing role is responsible for managing relationships with All Lines Technology's largest and most complex clients, serving as a trusted advisor who aligns technology investments with business objectives and drives long-term customer success.

The Customer Success Manager partners with customer executives, IT leadership, and internal teams to identify opportunities, mitigate risks, improve customer outcomes, and strengthen strategic partnerships. A key responsibility of this role is leading Strategic Business Reviews (SBRs), delivering data-driven insights, technology recommendations, and actionable plans that support customer goals.

Success in this position requires strong business acumen, technical aptitude, executive presence, and a passion for building long-term customer relationships.

Customer Success Manager (CSM)

• Serve as the primary strategic advisor for an assigned portfolio of top-tier and complex clients.
• Develop executive-level relationships and maintain a deep understanding of customer business objectives, technology environments, and success metrics.
• Lead Strategic Business Reviews (SBRs), presenting operational insights, technology trends, risks, opportunities, and strategic recommendations.
• Create and execute customer success plans that drive retention, satisfaction, adoption, and long-term partnership growth.
• Act as the voice of the customer by proactively identifying risks, addressing concerns, and coordinating internal resources to ensure successful outcomes.
• Collaborate with Service Delivery, Professional Services, Security, Sales, and Project Management teams to align services with customer goals.
• Analyze customer health, service trends, project performance, and business outcomes to recommend improvements and strategic initiatives.
• Support customer retention and growth through consultative planning and trusted-advisor relationships.