Customer Success Manager

Job Title: Customer Success Manager

Department: Customer Success

Reports to: Director of Customer Success

Effective Date: 06/30/2026

About Itential

Itential is the leading platform for automation and orchestration within network and infrastructure domains. We enable enterprises and service providers to automate their operations through both deterministic and agentic orchestration — giving operators precise control where it is needed and intelligent automation where it is possible. Our platform — including FlowAI, FlowMCP, and our orchestration studio — is trusted by the world’s largest carriers, financial institutions, and enterprises to accelerate and de-risk their transformation journeys.

About the Role

Itential is seeking a Customer Success Manager to join our Customer Success Team. In this role, you will serve as a strategic partner and trusted technical advisor to some of the world’s largest network operators, guiding them through multi-year automation transformation journeys on the Itential platform. You will own the full customer lifecycle, from onboarding through adoption, expansion, and renewal, building deep relationships with executive and operational stakeholders and ensuring customers realize continuous, measurable value from their investment.

As the voice of the customer, you will collaborate closely with Sales, Professional Services, Product, and Engineering to champion customer needs and drive a customer-centric culture at Itential.

What You Will Do

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