Job Description

Customer Success Manager

Internal Title: Innovate Success Manager

Remote (US Based)

Must overlap with US Eastern Time business hours

Travel Required

Full-Time

Base Salary: $110,000–$120,000 + Performance Incentives

About Netsurit

Netsurit is a global Managed Services Provider helping businesses grow, innovate, and secure their operations through technology.

We operate across the United States and South Africa with a clear purpose:

Supporting the Dreams of the Doers

We have been:

• Named to the Inc. 5000 Fastest Growing Companies (4 years running)
• Recognized in the MSP 501 for 15 consecutive years
• Building one of the most exciting AI transformation practices in the mid-market

This Is Not a Traditional Customer Success Role

This is not a support role.

This is not a project administrator role.

This is not a traditional account management role.

You will become the trusted advisor and transformation partner for a portfolio of customers investing in AI-driven business change.

You will work directly with executives, customers, delivery teams, AI specialists, and our leadership team to ensure our clients successfully adopt, implement, and realize value from AI.

The Opportunity

If you are successful in this role:

You will experience one of the fastest learning curves of your career.

You will work at the intersection of:

• AI
• Digital Transformation
• Customer Success
• Program Management
• Business Strategy

You will gain exposure to:

• Executive leadership teams
• AI transformation programs
• Real-world AI implementations
• Emerging AI technologies
• Some of the most innovative mid-market organizations in North America

This role is designed for someone who wants to accelerate their career.

What Makes This Role Different

You will not spend your days managing support tickets.

You will:

• Lead AI Strategy Sprint engagements
• Help customers identify AI opportunities
• Coordinate delivery of AI initiatives
• Drive accountability and execution
• Protect customer relationships
• Identify growth opportunities
• Work closely with AI specialists and delivery teams
• Ensure customers realize measurable value

You will become a key part of Netsurit's AI-led growth strategy.

Key Responsibilities

Customer Success & Relationship Management

• Own a portfolio of Innovate customers
• Build trusted executive-level relationships
• Act as the primary customer advocate
• Drive customer satisfaction and retention

AI Strategy Sprint Facilitation

• Coordinate and participate in AI Strategy Sprint engagements
• Help customers identify and prioritize AI opportunities
• Facilitate executive workshops
• Assist with roadmap and business case development

Program & Delivery Coordination

• Manage multiple concurrent customer engagements
• Coordinate with Netsurit's PMO office
• Drive accountability across internal and customer teams
• Escalate risks before they become issues

Commercial Growth

• Identify expansion opportunities
• Drive Secure AI adoption
• Support Build, Run, Operate, and Protect opportunities
• Contribute to renewals and customer growth

Executive Communication

• Present to executives and leadership teams
• Communicate clearly and confidently
• Manage expectations professionally
• Navigate difficult conversations with diplomacy and firmness

AI Exposure & Development

You will gain exposure to:

• ChatGPT
• Claude
• Gemini
• Microsoft Copilot
• Secure AI
• Emerging AI platforms and tools

You do not need to be an AI engineer.

You do need to be curious, adaptable, and excited to learn.

What Success Looks Like

Within 12 months:

• Customers view you as a trusted advisor
• AI Strategy Sprint engagements run smoothly
• Customer satisfaction improves
• Renewals improve
• Expansion opportunities increase
• Alex Heublein and the Innovate team spend more time creating value and less time managing delivery issues

Ideal Background

We are interested in candidates with experience in:

• Customer Success
• Digital Transformation
• Program Management
• Consulting
• Strategic Account Management
• Technology Services
• AI Adoption Programs

Experience in MSP, SaaS, Consulting, Microsoft, or AI-related environments is highly advantageous.

What We Are Looking For

You are:

• Highly organized
• Commercially aware
• Customer obsessed
• Comfortable with executives
• A strong communicator
• Curious about AI
• Hungry for growth
• Able to manage ambiguity
• Willing to challenge constructively
• Focused on outcomes rather than activity

This Role Is Not For Everyone

This role is not for you if:

• You prefer highly structured environments with little change
• You are looking for a low-pressure role
• You dislike accountability
• You are not interested in AI
• You prefer operating purely behind the scenes

Why Join Netsurit

• Work directly on AI transformation initiatives
• Accelerate your career growth
• Join a high-performance team
• Learn from experienced leaders
• Help shape the future of AI adoption in the mid-market
• Support the Dreams of the Doers

Note to Agencies: Principals only. No recruiters, no agencies, no unsolicited services.