For more than 40 years, Calian has been solving the world’s most complex problems by pairing the brightest minds with powerful technology. Calian solutions impact the world; from the satellites in space that connect us to the farms that feed us, from the medical professionals who care for us to the governments, schools, and companies that make the world better every day.

Position Overview

As a Customer Success Manager, you will play a pivotal role in ensuring customer satisfaction, retention, and growth by addressing customer challenges and aligning solutions with their business needs. This position involves the analysis of large datasets to uncover actionable insights, driving both customer success and internal process improvements. You will collaborate across multiple departments such as support, sales, and product teams to resolve issues efficiently and provide strategic recommendations based on customer feedback.

This role also emphasizes customer engagement, where you’ll lead quarterly business reviews, offering data-driven insights to foster strong client relationships. You will oversee account audits to ensure accurate configurations and customer information, while continuously seeking to enhance the overall customer experience by developing strategies based on insights and feedback.

Responsibilities

• Quarterly Business Reviews (QBRs): Conduct regular business reviews with clients to discuss performance, address needs, and plan for future goals. Use QBRs to present roadmap updates, highlight successes, and identify service expansion opportunities.
• Account Health Monitoring: Regularly review customer accounts, assess their service usage and health, and proactively address any concerns to ensure optimal service performance.
• Proactive Support and Issue Resolution: Identify, analyze, and resolve issues before they impact the customer. Act as an escalation point for technical issues, collaborating with internal teams to deliver timely solutions.
• Renewal and Expansion Strategy: Drive contract renewals, upsell, and cross-sell opportunities by understanding customer needs and aligning additional services to their evolving business goals.
• Customer Satisfaction and Retention: Actively monitor customer satisfaction through NPS scores, surveys, and feedback loops, implementing necessary changes to enhance retention.
• Data-Driven Insights: Utilize data to showcase service impact, present performance metrics, and deliver regular reports on service effectiveness, security posture, and areas for improvement.
• Collaboration with Cross-Functional Teams: Work closely with Sales, Engineering, and Technical Support teams to ensure cohesive service delivery, resolve escalated issues, and facilitate a smooth customer journey.
• Perform other duties as required and/or assigned
• Employee must be able to perform essential functions of the job with or without reasonable accommodation

Qualifications

• Minimum 3+ years in Customer Success, Account Management, or a similar role within an MSP/MSSP environment.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills with the ability to present data in a clear and actionable manner.
• Strong organizational skills with the ability to manage multiple projects.
• Must be eligible to work for any U.S. employer without the need for sponsorship now or in the future.

EEO Statement

Calian Corp. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

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