Customer Success Manager bei SageNet

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 a Customer Success Manager (CSM) for Managed Network Services & Digital Signage/Experience, you will take ownership of ensuring that customers achieve the highest level of success and satisfaction with our network solutions and digital signage/experience products. You will be responsible for driving monthly revenue retention and growth, cultivating strong relationships with clients, and closely monitoring their service performance and contractual compliance.

In this role, you will be the customer’s primary advocate, ensuring they maximize the value of their network services and digital experience solutions while proactively identifying new opportunities to enhance service offerings and prevent potential churn.

Major duties and responsibilities:

• Customer Excellence and Loyalty:
• Own the customer relationship for managed network services and digital experience solutions, ensuring seamless onboarding, implementation, and ongoing success.
• Work with clients to understand their specific needs related to network services, connectivity, and digital signage, tailoring solutions to deliver exceptional outcomes.
• Proactively engage with customers through regular check-ins, business reviews, and support, understanding their customers, business, goals and needs.
• Advocate for the customer internally, working with technical, product, and support teams to resolve any issues or challenges swiftly & improve process for future.
• Continuously gather customer feedback on their digital experiences and managed services, using insights to drive improvements in service delivery and satisfaction.
• Anticipating Challenges: Stay ahead of potential customer issues by regularly reviewing data and customer feedback, identifying any red flags that could impact their experience or cause churn.
• Solution-Oriented Approach: Quickly identify solutions to challenges that arise, ensuring timely responses and resolutions that maintain customer satisfaction.
• Risk Mitigation: Implement strategies to minimize risks related to contract compliance, service adoption, and customer retention, keeping customer needs front and center.
• Revenue Retention and Growth:
• Take full ownership of monthly revenue retention, focusing on reducing churn by addressing customer concerns and ensuring sustained value from network services and digital experiences.
• Identify opportunities for upselling and cross-selling additional services, such as upgraded network solutions, enhanced digital signage packages, or advanced features that align with customer goals.
• Partner with sales teams to strategically expand existing accounts, ensuring alignment with customer needs and growth objectives.
• Monitor service performance metrics (e.g., network uptime, signage engagement) to ensure customers are receiving optimal value and to identify risks that could lead to churn.
• Partner with sales, financial, service delivery, and support teams to validate and ensure accurate invoicing, pricing and costing.
• Monitoring Performance and Contract Compliance:
• Track and analyze customer usage of managed network services and digital signage, ensuring full compliance with contractual terms and agreed-upon performance standards.
• Data Analysis for Continuous Improvement: Review customer usage and performance data to spot trends, identify challenges, and recommend solutions that improve both performance and satisfaction.
• Conduct Quarterly Business Reviews (QBRs) to align customer goals with service delivery, ensuring that contractual obligations are met and providing data-driven recommendations for improvement.
• Proactively manage customer contracts, ensuring timely renewals and working with legal and finance teams to address any issues related to contract terms, billing, or payment schedules.
• Collaborate with technical teams to address performance issues and ensure high availability and reliability of network services and digital signage systems.
• Optimize Processes: Continuously refine and improve customer success processes, looking for ways to enhance onboarding, engagement, and service delivery.
• Key Metrics for Success:
• Revenue Retention: Achieve and exceed monthly/annual retention targets by minimizing churn and driving additional revenue from upsells.
• Customer Satisfaction (CSAT): Maintain or improve customer satisfaction and loyalty metrics, particularly around network performance and digital experience outcomes.
• Churn Rate: Proactively reduce the churn rate by identifying and resolving issues related to network performance and digital signage effectiveness.
• Upsell/Cross-sell Revenue: Drive additional revenue by strategically identifying and closing upsell and cross-sell opportunities for network and digital signage services.
  
  

WHO YOU ARE

Key Qualifications

To perform this role successfully, the Customer Success Manager must be able to perform each duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, education, and overall experience required for the role.  

• Bachelor’s degree in Business, IT, or a related field.
• Strong understanding of network solutions, digital signage platforms, and their associated performance metrics.
• Demonstrated ownership of customer relationships, with a proven track record of driving customer satisfaction and retention in technical services.
• Excellent communication and relationship-building skills, with a focus on delivering tailored customer solutions.
• Familiarity with CRM/Office tools (e.g., Salesforce, Microsoft Office). SAP, ServiceNow, Smartsheet are a plus.
• Experience in a managed services is highly desirable.

Key Competencies

• Ownership and Accountability: Take full responsibility for the customer journey, owning outcomes and ensuring the success of managed network services and digital signage deployments.
• Customer-Centric Mindset: Focus on delivering outstanding service and value, tailoring network and digital signage solutions to meet customer needs and objectives.
• Technical Acumen: Possess a strong understanding of network services, connectivity solutions, and digital signage platforms, allowing for informed conversations with customers and internal teams.
• Proactive Problem Solving: Anticipate and resolve network or digital signage performance issues before they impact the customer, offering timely solutions.
• Data-Driven Decision Making: Use key performance indicators (KPIs) and analytics to monitor service effectiveness, identify risks, and drive customer success initiatives.
  
  

WHERE YOU’LL WORK

• Productively work in a hybrid work environment which consists of 2 mandatory “all-in” days, 1 variable day, and 2 virtual days. Hybrid work environment is applied per position/department and may be subject to change per changes in the Policy.
• Business casual work environment
• Ability to work in a fast-paced environment and manage multiple priorities.
• Positive mindset, fearless to ask questions and push against status quo.
• Ability to drive projects to completion on time.
• Strong desire to work in a collaborative team-driven environment.

PHYSICAL REQUIREMENTS

• Sit and/or stand for long periods
• Use of hands and fingers extensively
• Work on a computer 5 – 10 hours a day

CLASSIFICATION*: Exempt
POSITION TYPE: Fulltime
TRAVEL REQUIREMENTS: Minimal travel, 5-10%
DIRECT REPORTS:  None
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.