Customer Success Manager

ISI

. Serve as the primary customer relationship owner for an assigned portfolio of managed services customers .

Posted 10/9/2026full-timeHerndon • Virginia • United StatesMid-LevelSenior💰 $85,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in customer relationship management, focusing on account retention, renewal strategies, and cross-functional collaboration. Proficient in translating operational metrics into business value while maintaining strong communication and organizational skills.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementRenewal Strategy DevelopmentCross-Functional CollaborationB2B Customer Engagement

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

Customer Relationship ManagementAccount CoordinationService-Based Account ManagementEscalation ManagementOperational Signal Monitoring

Soft Skills

Strong Verbal CommunicationStrong Written CommunicationOrganizational SkillsInfluencing Outcomes

Tools & Technologies

CRM PlatformsTicketing SystemsService Management ToolsM365

Industry Keywords

Managed Services ProviderIT SupportCybersecurityComplianceNISTCMMC

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Serve as the primary customer relationship owner for an assigned portfolio of managed services customers
Build working relationships with customer stakeholders and decision-makers
Maintain awareness of customer priorities, business changes, service concerns, and satisfaction drivers
Lead regular business reviews, success check-ins, and customer cadence calls
Translate operational service activity, project status, support trends, and service outcomes into customer-relevant business value
Support strategic or enterprise-like customers with higher-touch engagement and executive-level communication
Own renewal readiness and support renewal strategy for assigned accounts
Identify risks to customer retention and partner with leadership, finance, sales, and internal service teams ahead of renewal
Coordinate with Support, Engineering, PMO, Compliance, Cybersecurity, and other internal teams
Escalate and help manage complex account issues
Track action items, internal commitments, and follow-up responsibilities across teams
Monitor customer health using operational signals, engagement trends, escalation history, stakeholder participation, and renewal posture
Maintain accurate account documentation, notes, risk flags, customer updates, and next steps in internal systems
Identify portfolio-wide patterns and recurring issues and communicate actionable insights to leadership
Contribute to improvements in business review standards, customer success practices, segmentation, and health/risk reporting
Identify opportunities for deeper alignment, broader service adoption, and account growth
Partner with sales and leadership on expansion conversations involving managed services, compliance support, cybersecurity, or adjacent offerings

Requirements

What you’ll need

Proof of U.S. citizenship before hire
3+ years of experience in Customer Success, Account Management, Account Coordination, or a similar customer-facing role
Experience managing recurring customer relationships, renewals, escalations, or service-based accounts in a B2B environment
Strong verbal and written communication skills
Strong organizational skills and ability to manage multiple accounts, priorities, and follow-up actions effectively
Ability to work cross-functionally and influence outcomes across teams without direct authority
Preferred: Experience in an MSP, outsourced IT, managed services, or service-based technology environment
Preferred: Experience supporting customers in environments involving IT support, M365, infrastructure, cybersecurity, or compliance-related services
Preferred: Exposure to strategic or enterprise accounts, including executive business reviews and proactive renewal planning
Preferred: Familiarity with NIST, CMMC, or audit-readiness support
Preferred: Experience with CRM, ticketing, or service management platforms such as Halo or similar tools
Ability to reliably commute or relocate to Herndon, VA
Hybrid schedule requiring on-site presence in the Herndon office a minimum of one day per week

Benefits

Comp & perks

Medical, Dental, and Vision insurance with FSA and HSA options
PTO
11 Paid Holidays
Paid Parental & Military Leave
Life & Disability Insurance
401K With Match
Perks and Discount Programs
A casual, friendly, and relaxed work environment
Hybrid and remote, flexible work schedules
Professional growth encouragement and support