Customer Success Manager

ITMC is seeking a Customer Success Manager (CSM) to manage and grow a portfolio of existing SLED accounts. This role builds trusted customer relationships, drives retention, identifies expansion opportunities, and ensures customers get maximum value from their technology investments.

The ideal candidate combines account management skills with a consultative approach, serving as a strategic partner to school districts, government agencies, and other public sector organizations while collaborating with sales, engineering, operations, and leadership.

Customer Success & Account Management

• Serve as primary point of contact for a portfolio of SLED accounts, building relationships with IT leaders, administrators, procurement teams, and key stakeholders.
• Conduct regular business reviews to understand customer goals, challenges, and upcoming initiatives.
• Monitor customer health, identify risks, and proactively address issues before they affect the relationship.
• Coordinate with internal teams to ensure successful project delivery and support, acting as the voice of the customer.

Account Growth & Strategic Planning

• Identify opportunities to expand existing accounts through additional solutions and services.
• Partner with sales and engineering to build strategic account plans and technology roadmaps.
• Support contract renewals and help customers evaluate new technologies aligned to their objectives.
• Generate customer quotes and proposals, and track opportunities, renewals, and engagement in the CRM.

Cross-Functional Collaboration

• Coordinate with engineering, project management, support, and vendor partners on customer outcomes.
• Assist with vendor registrations and sales support activities as needed.
• Maintain accurate customer records and account documentation.
• Share customer feedback and market insights to help improve service offerings.