Job Title: Customer Success Manager / Service Account Manager

Location: Ultralag

Education: Bachelor’s degree in business, Communication, Computer Science, or related field preferred

Experience: 5+ years in Account Management, Customer Success, Client Services, or Business Development

No Openings: +1

Summary

The Customer Success Manager / Service Account Manager is responsible for managing and growing strategic client relationships while ensuring high levels of customer satisfaction and retention. This role serves as the primary point of contact for key accounts, driving account growth, renewals, and cross-functional collaboration to deliver exceptional client experiences and business outcomes.

Roles and Responsibilities

Serve as the primary point of contact for strategic clients and stakeholders

Build and maintain long-term client relationships

Understand client business goals and identify growth opportunities

Manage upselling and cross-selling initiatives

Collaborate with Sales, Operations, Delivery, and Support teams to ensure service excellence

Conduct regular business reviews and performance discussions with clients

Proactively identify and mitigate risks impacting client satisfaction

Support contract renewals and commercial discussions

Monitor industry trends and competitor activities

Manage multiple accounts and priorities effectively

Drive customer retention and account growth strategies

Required Skills

Strong client relationship management and stakeholder engagement skills

Excellent verbal and written communication skills

Strong presentation and negotiation abilities

Analytical and problem-solving mindset

Ability to manage multiple priorities in fast-paced environments

Experience using Microsoft Office or Google Workspace

Strong organizational and time management skills

Results-oriented and customer-focused approach

Desired Skills

Experience managing enterprise or strategic accounts

Knowledge of storage or networking environments

Experience with contract management and renewals

Commercial and business development experience

Ability to identify expansion opportunities within accounts