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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.