Client Success Manager

Roles & Responsibilities

Job Summary

The Customer Success Manager (CSM) is responsible for building and maintaining strong, long-term relationships with key customers to ensure high levels of satisfaction, retention, and growth. This role acts as a trusted advisor, aligning client objectives with Black Box’s managed services and technology solutions, driving service excellence, and supporting continuous improvement across service delivery operations—particularly in data center, networking, and managed service environments for Financial Services Institutions (FSI).

Key Responsibilities

• Serve as the primary point of contact for assigned enterprise and FSI customers, ensuring smooth service delivery and long-term satisfaction.
• Develop a deep understanding of each client’s infrastructure, business goals, and operational challenges to proactively offer strategic solutions.
• Oversee the end-to-end customer lifecycle, from onboarding and service transition to ongoing delivery and renewal, within the Black Box service framework.
• Drive operational excellence by coordinating with technical, operations, and project management teams to resolve issues promptly and effectively.
• Conduct regular service reviews, performance reporting, and quarterly business reviews (QBRs) to present operational insights and identify improvement areas.
• Partner with Sales and Account Management teams to identify upsell and cross-sell opportunities within existing accounts.
• Monitor key performance indicators (KPIs), service-level agreements (SLAs), and ensure adherence to contractual obligations, particularly in compliance-driven FSI environments.
• Lead customer escalations and incident management communication, ensuring timely resolution and customer confidence.
• Collaborate with internal stakeholders across Black Box global teams to implement process improvements, automation, and best practices that enhance service quality and efficiency.
• Promote customer advocacy by collecting feedback and translating insights into actionable initiatives that strengthen customer relationships and brand reputation.

Qualifications & Experience

Key Competencies

Tell employers what skills you have

Account Management

Management Skills

Managed Services

Operational Excellence

Technical Operations

Ticketing

Service Management

Analytical Abilities

Customer Relationships

Customer Success

Networking

ServiceNow

Service Excellence

Incident Management

Service Delivery

Customer Advocacy