Lead - Client Success Manager
1 week ago
Company Overview When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end‐to‐end service offerings, there's really only one: Zones – First Choice for IT. TM. Zones is a Global Solution Provider of end‐to‐end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook. Position Overview As the Lead Client Success Manager (CSM), you will lead a team of Client Success Managers while also managing a portfolio of strategic customer accounts. This role is critical in driving customer retention, satisfaction, service adoption, and revenue expansion by ensuring alignment between customer goals and our technology solutions. You will be the primary point of escalation, advisor, and coach to both your team and our customers, ensuring we consistently deliver exceptional post‐sales experience. Lead & Inspire the Team Mentor and coach a team of CSMs to achieve customer outcomes and business KPIs. Define clear goals, monitor performance, and run regular 1:1s, team reviews, and skill development sessions. Manage workload distribution, ensuring balanced coverage and engagement across accounts. Foster a culture of accountability, collaboration, and continuous improvement. Partner with Sales, Technical Services, Operations, and Finance to ensure unified customer support. Drive Customer Success Strategy Design and implement scalable processes for onboarding, adoption, value delivery, and retention. Build strong relationships with strategic accounts, acting as a trusted advisor to IT leadership. Conduct QBRs, health checks, and strategic business reviews to showcase delivered value and identify new opportunities. Increase adoption of products and services to maximize ROI and minimize churn. Own escalation management for high‐impact accounts, ensuring swift and effective resolutions. Ensure Operational Excellence Standardize and refine engagement frameworks (QBRs, renewal playbooks, health monitoring). Collaborate cross‐functionally to deliver a seamless, proactive customer experience. Identify risks early and take preventative action to safeguard renewals and relationships. Champion process improvements using customer feedback and market insights. Manage Strategic Accounts Personally own a portfolio of key enterprise customers, ensuring alignment to their business objectives and IT roadmap. Partner with Sales to identify and close upsell and cross‐sell opportunities. Support renewal negotiations with data‐driven insights and customer advocacy. Data‐Driven Insights & Reporting Leverage tools like D365 and Power BI to monitor
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