Customer Success Account Manager

Bulletproof

. Serve as the primary relationship manager and trusted advisor for assigned accounts .

Posted 10/16/2026full-timeWaltham • Massachusetts • United StatesMid-LevelSenior💰 $105,000 - $115,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success and Account Management, focusing on retention and revenue growth through strategic account planning and relationship management. Proficient in analyzing service metrics and aligning service delivery with customer business goals.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementAnalytical ThinkingMicrosoft 365 FamiliarityExecutive Business Reviews

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Service OptimizationRenewal ManagementData AnalysisSLA ManagementBusiness Strategy Acumen

Soft Skills

Organizational SkillsInfluence and CollaborationCustomer Relationship Building

Tools & Technologies

SalesforceCRM SystemsMicrosoft Azure

Industry Keywords

Managed Services ProviderManaged Security Services ProviderCybersecurityCompliance FrameworksIT Service Management

Tech Stack

Tools & technologies

AzureCyber SecurityITSM

About the role

Key responsibilities & impact

Serve as the primary relationship manager and trusted advisor for assigned accounts
Foster long-term customer partnerships that drive measurable outcomes
Develop account plans identifying customer priorities, risks, and opportunities for service optimization, renewal, and expansion
Connect service performance and outcomes to customer business goals
Lead business reviews to reinforce value and progress
Coordinate Service Delivery, Security, Engineering, and Sales teams for seamless execution, SLA adherence, and proactive issue resolution
Manage renewal timelines and participate in upsell or cross-sell conversations
Achieve assigned retention and revenue growth targets
Monitor customer satisfaction, usage, and operational performance
Proactively address risk indicators and escalation points
Represent customer feedback internally to improve service experience, process efficiency, and product alignment
Maintain account notes, health indicators, and renewal activities in Salesforce or other CRM systems

Requirements

What you’ll need

3-5 years in Customer Success, Account Management, or Program Management within an MSP or MSSP environment
Proven ability to manage mid-to-large accounts with complex service needs and multiple stakeholders
Analytical and data-driven thinking, including identifying trends, interpreting service metrics, and building value stories demonstrating ROI and business impact
Demonstrated success in retention and growth initiatives, including renewals, cross-sell, or upsell
Excellent organizational skills and experience managing multiple customer engagements simultaneously
Ability to lead through influence and collaboration
Familiarity with Microsoft 365, Azure, and cybersecurity or compliance frameworks
Understanding of managed services delivery, SLAs, and IT service management fundamentals
Experience preparing and leading Executive Business Reviews (EBRs)
Business strategy acumen and comfort discussing contract or pricing structures

Benefits

Comp & perks

Comprehensive medical, dental, and vision insurance
Employer matched 401(k) plan
100% Short-Term/Long-Term Disability coverage
Life and AD&D coverage
Critical illness coverage
Recognition and rewards, including score-card performance bonus and service award bonus
Competitive PTO policy
Community involvement and volunteer opportunities
Professional certification reimbursement for relevant career development
Dedicated volunteer time