Manager, Customer Success

WHO WE ARE

Empowering Connections, Inspiring Possibility

SageNet is a leading managed services provider specializing in connectivity, digital signage and cybersecurity. The company connects, manages and protects technologies and devices across widely distributed enterprises. SageNet's people, processes and technologies, coupled with its collaborative approach, empowers customers to achieve their core business objectives.

The company offers world-class service and support via its US-based 24/7/365 Network Operations Centers (NOCs) and Security Operations Centers (SOCs), geographically diverse teleports, a central National Logistics Center, multiple data centers, and a nationwide field service organization.

What makes SageNet unique is its Why: SageNet is passionate about Trusted Connections. This is a two-fold calling. First, the company creates trusted, reliable and secure technological connections for its customers. Second, and perhaps even more importantly, SageNet works tirelessly to build trusted human connections with its customers, partners and communities. The company believes that by creating, discovering and nurturing these trusted connections, SageNet enhances the world that connects us all.

With a three-decade track record in managed services, SageNet boasts a long-term customer base that includes the nation's largest retail, financial, healthcare, utilities and energy organizations. SageNet manages communications for more than 430,000 endpoints. Headquartered in Tulsa, SageNet has regional offices in Atlanta, Toronto and Washington, D.C.

WHAT YOU'LL DO

As the Manager of Customer Success, you will lead a team of Customer Success Managers (CSMs) while also maintaining a portfolio of strategic customer accounts. This is a working manager role that requires balancing team leadership with direct customer engagement to drive satisfaction, retention, and growth. You will oversee day-to-day team operations, support high-impact accounts, and implement strategies that enhance customer experience. The ideal candidate brings a passion for customer advocacy, a hands-on leadership style, and a focus on process optimization to deliver exceptional outcomes and long-term business success.

• Lead, mentor, and coach a team of Customer Success Managers (CSMs), fostering accountability, collaboration, and continuous learning
• Maintain direct ownership of a select number of high-impact customer accounts, ensuring strategic alignment and value delivery
• Monitor performance and KPIs, ensuring adherence to customer success best practices
• Support hiring, onboarding, and development of CSMs
• Act as the primary escalation point for complex customer issues
• Oversee the customer journey for network and digital signage services
• Develop strong relationships with key customer stakeholders
• Review Strategic Business Reviews (SBRs) and address customer needs proactively
• Assist in executing retention strategies and reducing churn
• Monitor customer health metrics and mitigate risks
• Support contract renewals, billing accuracy, and service-level compliance
• Develop tailored onboarding plans for new customers
• Conduct hands-on training for customer tools and escalation paths
• Identify and address onboarding challenges
• Track onboarding KPIs to measure success
• Implement scalable processes for customer success and engagement
• Track and analyze metrics like churn, CSAT, NPS, and revenue retention
• Utilize CRM and service tools (Salesforce, ServiceNow, Smartsheet, SAP, etc.) for operations and reporting
• Contribute to initiatives aligned with corporate customer experience goals

WHO YOU ARE

You are a customer-focused leader who knows how to balance people leadership with hands-on customer engagement. You build strong relationships, develop high-performing teams, and bring a proactive approach to solving problems and improving the customer experience. You are comfortable navigating complex customer needs, using data to guide decisions, and partnering across teams to drive retention, satisfaction, and long-term success.

Key Qualifications

• Bachelor's degree in business, IT, or related field (or equivalent experience)
• Proven experience in customer success, account management, or service delivery, with demonstrated leadership experience or readiness to step into a people leadership role
• Strong understanding of network solutions, digital signage, and managed services
• Excellent interpersonal and communication skills with a customer-first mindset
• Proficiency in CRM/service tools: Salesforce, ServiceNow, Smartsheet, SAP, Microsoft 365
• Ability to succeed in fast-paced, high-growth environments

Key Competencies

• Leadership and team development skills
• Customer-centric mindset with long-term relationship focus
• Strategic problem solving and proactive execution
• Data-driven decision-making using performance analytics
• Commercial awareness to support customer retention and growth
• Hands-on leadership style with the ability to coach while actively managing customer outcomes

WHERE YOU'LL WORK

Enjoy the flexibility of our hybrid work model. Our business casual working environment fosters collaboration, productivity, and innovation. As a Manager, Customer Success, you will lead both remote and in-office team members, with the flexibility and adaptability to support strategic priorities across departments and customer engagements.

• Work Environment: Flexible work environment aligned with departmental and organizational policies
• Collaboration Tools: Microsoft Teams and other digital platforms are used to support internal and external communication
• Travel: Occasional U.S. travel may be required for customer meetings, team development, or company initiatives

Physical Requirements

• Ability to sit or stand for extended periods of time
• Frequent use of hands and fingers for typing and computer use
• Frequent visual focus when reviewing documents, reports, dashboards, and other information on a computer screen
• Ability to communicate effectively in person, by phone, and through virtual meeting platforms
• Ability to occasionally lift and carry up to 20 pounds
• Ability to travel occasionally, including air travel, as required

CLASSIFICATION: Exempt/Salaried

POSITION TYPE: Full-Time

TRAVEL REQUIREMENTS: Occasional

DIRECT REPORTS: Customer Success Managers

SAFETY SENSITIVE: No

Ready to join a team that values trusted connections? Apply now!

Equal Opportunity Employer

SageNet is committed to a skills-first approach when it comes to hiring. As such, we value merit, qualifications, and business needs when making employment decisions. It is the policy of SageNet to provide equal employment opportunity to all employees and applicants without regard to race, color, sex (including pregnancy, sexual orientation, and gender identity), age, religion, national origin, disability, genetic information, veteran or military status, marital status, or any other legally protected status. SageNet strictly prohibits and does not tolerate discrimination, harassment, or retaliation on the basis of any legally protected status.

SageNet will not discriminate against any employee or applicant because they are a disabled veteran, recently separated veteran, active-duty wartime or campaign badge veteran, or Armed Forces services medal veteran in regard to any position for which the employee or applicant is qualified. As a federal contractor, SageNet is committed to taking affirmative action to employ and advance in employment protected veterans, and to treat qualified individuals without discrimination based on their status as protected veterans in all employment practices.

SageNet will not discriminate against any employee or applicant because of physical or mental disability in regard to any position for which the employee or applicant is qualified. As a federal contractor, SageNet is committed to taking affirmative action to employ and advance individuals with disabilities, and to treat qualified individuals without discrimination on the basis of their physical or mental disability in all employment practices. If you have a disability or special need that requires accommodation, please let us know by contacting your HR representative or any member of management.

Employment and Security Notice

This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, and skills required. SageNet reserves the right to modify this job description at any time, with or without notice. Employment with SageNet is at-will, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice. SageNet will provide reasonable accommodations for qualified individuals with disabilities.

As a managed services provider, SageNet maintains a high level of Information Security. SageNet has a published Information Security Policy and provides mandatory Security Awareness Training for all employees. SageNet requires that all employees adhere to published SageNet security policy, failure to do so may result in termination of employment. The SageNet security program is only as strong as our people and as such it is the responsibility of all employees to protect corporate and customer data following best practices and policies.