Manager, Customer Success (Creative Design)

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.

Major duties and responsibilities:

• 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

Key Qualifications

• Bachelor's degree in business, IT, or related field (or equivalent experience)
• Proven experience in customer success, account management, or service delivery leadership
• 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, MS Office, etc
• 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 be expected to lead both in-office and virtual teams, with adaptability to support strategic priorities across departments and customer engagements.

• Work Environment: Hybrid schedule, 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 remain in a stationary position (sitting or standing) for extended periods
• Frequent use of hands and fingers for typing, documentation, and virtual collaboration
• Frequent visual focus for reviewing electronic data, reports, and customer dashboards

CLASSIFICATION*: Exempt/Salaried
POSITION TYPE: Fulltime
TRAVEL REQUIREMENTS: Occasional
DIRECT REPORTS: Team of Customer Success Managers
SAFETY SENSITIVE: No

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

 

Equal Opportunity Employer
SageNet is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As a federal contractor, SageNet complies with Section 503 of the Rehabilitation Act and VEVRAA, including nondiscrimination, outreach, and recordkeeping obligations. SageNet does not engage in race-, sex-, or gender-based affirmative action under Executive Order 11246, as those requirements were rescinded effective April 21, 2025. Reasonable accommodations are available as required by law.

Employment and Security Notice
Employment with SageNet is at-will and may be ended by either party at any time, with or without cause or notice. Job descriptions may be modified at any time. All employees must complete Security Awareness Training and follow SageNet's Information Security Policy to protect company and customer data.

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Customer Success