Customer Success Manager

Role Summary:

The Customer Success Manager (CSM) is a critical reactive, operational support role within the sales organization. This position works hand-in-hand with Strategic Account Managers (SAMs) and collaborates closely with Business Development Directors (BDDs) and Business Development Managers (BDMs) to ensure the sales organization operates efficiently and responsively.

Unlike SAMs, whose primary responsibility is proactive revenue generation and account expansion, the CSM role is designed to absorb administrative, operational, and inbound support tasks, enabling adjacent roles to remain focused on selling, relationship management, and solution development.

The CSM will primarily support:

• Smaller and lower-complexity customer accounts
• Inbound and reactive customer inquiries
• Internal sales operations and administrative workflows
• Cross-team coordination and routing of requests

This role is foundational to scale, speed, and consistency across the sales motion.

Essential Duties and Responsibilities:

Customer & Inbound Support (Reactive)

• Act as a primary point of contact for smaller or lower-complexity customer accounts
• Respond to inbound inquiries via email, phone, and internal systems
• Triage customer requests and route inquiries to the appropriate SAM, BDM, or BDD
• Provide basic product, order status, and process guidance to customers
• Ensure timely follow-up and resolution of customer questions

Sales Team Support (Operational & Administrative)

• Support SAMs, BDMs, and BDDs with non-selling tasks, including:
• Quote preparation assistance
• Order entry and order tracking
• CRM updates and data hygiene
• Documentation collection and organization
• Assist with internal handoffs between teams during account transitions or project phases
• Help coordinate internal resources (sales ops, finance, procurement, engineering) as needed

Routing & Coordination

• Monitor inbound queues, shared inboxes, and request channels
• Direct requests to the correct owner based on account size, complexity, or opportunity type
• Escalate urgent issues appropriately and ensure nothing falls through the cracks
• Maintain clear internal communication and accountability on open items

Sales Operations & Process Support

• Maintain accurate records in CRM and related systems
• Support reporting, tracking, and internal documentation needs
• Follow and reinforce established sales processes and workflows
• Identify recurring issues or inefficiencies and surface improvement opportunities

Product & Industry Knowledge

• Maintain a working understanding of the company’s hardware portfolio, solutions, and services
• Participate in company-provided product and sales training
• Continuously build knowledge through self-learning and internal resources
• Stay aligned with updates to offerings, pricing structures, and internal processes