The Customer Success Manager oversees customer relationships post-implementation, ensuring satisfaction and measurable outcomes from managed services. Key responsibilities include service delivery oversight, driving customer retention and growth, and leveraging data for continuous improvement.
The Customer Success Manager (CSM) for Managed Business Services is the primary owner of the customer relationship post-implementation, responsible for ensuring customers realize measurable value from our managed services offerings. This role blends strategic partnership, operational execution, and proactive service management to drive retention, satisfaction, and long-term growth.
Unlike traditional CS roles, this position requires a strong ability to orchestrate ongoing service delivery, manage expectations, and translate customer outcomes into clear success metrics. The CSM serves as the voice of the customer while ensuring commitments are met consistently and at scale.
Key Responsibilities:
- Serve as the primary point of contact for assigned managed services customers, owning the overall relationship and success plan
- Develop and maintain customer success plans aligned to contracted services, business objectives, and desired outcomes
- Lead regular customer touchpoints (QBRs, monthly check-ins, service reviews) focused on value realization and performance
- Act as a trusted advisor, helping customers optimize usage and outcomes from managed services
- Partner closely with managed services delivery, operations, and support teams to ensure consistent, high-quality execution of managed services
- Monitor service performance against SLAs, KPIs, and contractual commitments
- Proactively identify risks to delivery, adoption, or satisfaction and drive mitigation plans
- Coordinate escalations and ensure timely resolution of issues impacting customer experience
- Drive adoption of managed services offerings and best practices to maximize customer outcomes
- Identify expansion and upsell opportunities in partnership with Sales and Account Management (CS qualified leads)
- Support renewal processes by demonstrating realized value and service performance
- Advocate for customer needs internally to influence service enhancements and roadmap priorities
- Track and report on customer health, service metrics, and success outcomes
- Leverage customer feedback, usage data, and performance trends to drive continuous improvement
- Contribute to the development of scalable processes, playbooks, and best practices for managed services CS
- Maintain accurate customer records and activity tracking in CRM (e.g., Salesforce, Gainsight)
Customer Value & Relationship Management
Service Delivery Oversight
Adoption, Retention & Growth
Data, Reporting & Continuous Improvement
Qualifications
- 5+ years of experience in Customer Success or Account Management - preferably in a managed services or SaaS environment
- Strong understanding of SLAs, service metrics, and operational delivery models
- Proven ability to manage multiple customers and priorities in a fast-paced environment
- Excellent communication and stakeholder management skills, including executive-level engagement
- Experience driving customer retention and satisfaction through proactive engagement
- Experience with Gainsight platform and CRM tools (preferably Salesforce)
- Demonstrated experience using generative AI tools (e.g., ChatGPT, Copilot, Claude, Gemini) to improve productivity, decision‑making, or problem solving in a professional or personal context.
- Bachelor’s degree required
- Customers consistently meet or exceed contracted service outcomes
- High renewal rates and strong customer advocacy
- Proactive risk identification and resolution
- Clear, repeatable success motions that scale across the managed services portfolio
What Success Looks Like in This Role
At Model N, your well-being and growth matter. That’s why we offer a robust total rewards package designed to help you thrive personally and professionally. Our benefits include:
- Unlimited PTO for salaried employees – because flexibility fuels success
- Comprehensive medical, dental, and vision coverage
- Health Savings & Flexible Spending Accounts
- 401(k) with company match to invest in your future
- Volunteer Time Off (VTO) to give back to causes you care about
- Life and pet insurance for peace of mind
- Employee Assistance & Mental Health Programs
- Charitable giving opportunities
- Professional coaching and career development
…and much more.
At Model N we offer fair, equitable and competitive salary ranges for all positions. Compensation varies depending on factors that may include a candidate’s relevant experience, education and/or certifications, location, training, and other skills.
The base salary for this position will be $78,700 - $150,000. If your salary expectations are outside of this range, feel free to apply and discuss your expectations with our recruiters. We are constantly opening up new positions and you might match another opening at a different level.
#LI-MN1
About Model N
Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech, and high-tech innovators. For more than 25 years, we have helped customers maximize revenue, streamline operations, and maintain compliance through cloud-based software, value-added services, and data-driven insights. With a focus on innovation and customer success, Model N empowers life sciences and high-tech manufacturers to bring life-changing products to the world more efficiently and profitably. Model N is trusted by over 150 of the world’s leading companies across more than 120 countries. For more information, visit www.modeln.com.
Equal Opportunity Statement
Model N values diversity at our company and is proud to be an equal opportunity employer. Model N considers qualified applicants without regard to race, ethnicity, religion, creed, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Please reference https://www.eeoc.gov/employers/eeo-law-poster for more information.
For US applicants, Personal Data processed in connection with candidate evaluation and decision-making, onboarding, and continued employment at Model N will be done in accordance with the Model N HR Privacy Policy found at http://www.modeln.com/applicant-and-employee-privacy-notice/
Top Skills
Gainsight
Generative Ai Tools
Salesforce
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