Job Title: Customer Success Manager

Department: Customer Success

Reports to: Head of Customer Success

Effective Date: 11/17/2025

Job Summary:

Itential is seeking a Customer Success Manager to join our growing Customer Success Team. This candidate will be an experienced professional with expertise in building client relationships that stem from helping customers achieve their goals and understanding technical needs to foster strong platform adoption. The ideal candidate is one who has experience with network or automation technologies, is passionate about solving customer needs, possesses strong communications skills, and discernment to set customer expectations for solidifying customer retention and growth. Additionally, this candidate should have the ability to learn new technologies and communicate those concepts to customers with varying degrees of technical expertise. As the voice of the customer, you will also work closely with the Sales team, Professional Services Team, and Product Engineering teams in promoting a Customer Centric culture within Itential.

Supervisory Responsibilities:

• None.

Essential Functions:

The following duties are essential functions of this position. Employees must be able to perform these functions with or without reasonable accommodation:

• Serve as the strategic partner to customers throughout the customer lifecycle, cultivating relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal
• calls and relevant notesd tracking execution to help achieve goals for platform usage and proactively work with customers and Itential staff when issues threaten the health of the relationship
• Utilize tooling (Salesforce, Confluence, JIRA, etc.) to track key account data, opportunities, and for logging calls and relevant notes
• Facilitate customer onboarding sessions as part of enablement and ongoing product adoption in partnership with Customer Success Engineers
• Act as a communications liaison between Product Support, Professional Services, Product Engineering, Product Management, and Customers
• Promote customer satisfaction and loyalty by demonstrating an understanding of the Customers' business needs and helping them achieve their objectives using the Itential portfolio
• Educate customers on the use and benefits of Itential solutions
• Exemplify the voice of the customer, advocating on their behalf for issue resolution and new feature prioritization
• Provide customers with information and assistance regarding product updates and new features

Required Qualifications

Education:

• Bachelor's degree in Business Administration, Communications, Management Information Systems, Computer Science, or equivalent experience required

Experience:

• 5+ years in a Customer Facing role in a Network or Software company required
• Experience in a Software Development Environment required
• Experience working with promoting value through customer experience required

Skills & Competencies:

• Ability to build rapport with customer champions and work colleagues in a remote setting
• Exceptional ability to communicate, identify account churn risks and proactively drive issue resolution
• Networking, Software, or Automation Technical skills required, as they relate for the use of the products and services to be sold
• Knowledge of IT key concepts (network management, infrastructure, software development, cloud computing, etc.)
• Strong time management, accountability, and personal organization are essential
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers concerns and thoughts regarding the use of products and services
• Experience with the Microsoft Office Suite (Word, Excel, PowerPoint); Salesforce; Confluence; JIRA
• Passion for learning new technology and evangelizing to others

Certifications/Licenses:

• None required

Preferred Qualifications

Education:

• Advanced degree in business or technology
• Customer Success certifications

Experience:

• Experience with Confluence
• Background in network automation or orchestration platforms
• Previous experience in Professional Services or Technical Support

Skills:

• Technical certifications in networking or cloud technologies
• Experience with customer health scoring and success metrics
• Knowledge of subscription-based software business models

Physical Demands & Work Environment

Physical Requirements: The physical demands described here are representative of those that must be met by

an employee to successfully perform the essential functions of this job.

• Sitting: Constantly (6-8 hours per day) for computer work, customer calls, and documentation
• Standing/Walking: Occasionally for office collaboration and customer visits
• Lifting: Occasionally lift/carry up to 15 pounds (presentation materials, equipment)
• Vision: Constantly use close vision for computer work and customer communications
• Hearing: Constantly for customer calls, training sessions, and team meetings
• Communication: Constantly communicate with customers and internal teams
• Manual Dexterity: Constantly use hands/fingers for keyboard use and system navigation

Work Environment:

Location: Remote or office-based position

Noise Level: Typical home office or corporate office environment

Travel Requirements: Up to 15% travel for customer meetings and training sessions

Schedule: Standard business hours with flexibility for customer time zones

Technology: Use of CRM systems, collaboration platforms, and customer success tools

Compliance Statements

ADA Accommodation: Itential is committed to providing reasonable accommodations to qualified individuals

with disabilities. If you require accommodation to perform the essential functions of this position, please

contact Human Resources to discuss available options.

Equal Opportunity: Itential is an Equal Opportunity Employer and prohibits discrimination and harassment of

any kind. All employment decisions are based on business needs, job requirements, and individual

qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin,

disability, veteran status, or any other characteristic protected by law.

Employment at Will: Employment with Itential is at-will, meaning either the employee or the company may

terminate the employment relationship at any time, with or without cause or notice.