Customer Success & Solutions Manager

Customer Success & Solutions Manager Job Type: W2 Contract Contract Duration: 6 months Pay Rate: $63.00 - $64.50 per hour Work Arrangement & Schedule: Fully remote

• Monday–Friday.
• Occasional weekends may be required based on project needs.
• Ability to travel up to 40% and work beyond normal hours as needed to support international teams.

Summary

This role serves as the primary point of contact for strategic customers, ensuring they achieve desired outcomes with hardware and software solutions. The Customer Success & Solutions Manager drives adoption, retention, and expansion by building trusted relationships, understanding customer goals, and aligning technology and services to deliver business value. This role bridges technical expertise with business acumen to help customers optimize investment and maximize ROI across the full product lifecycle. Core Responsibilities General Duties

• Develop and execute business plans to support and expand specific products and customers
• Coordinate with multiple workgroups to ensure business tasks are completed
• Project manage solution deployments for key enterprise clients
• Create new processes or modify existing processes as needed
• Act as the escalation point of contact for major issues and manage to contracted SLAs
• Own client-facing and internal communications and resolution timelines
• Attend and support customer and/or partner events related to work scope
• Domestic and some international travel may be required

Customer Relationship Management

• Serve as the designated post-sale contact for assigned enterprise customers
• Develop a deep understanding of customer business models, technical environments, and strategic objectives
• Build and maintain strong relationships with stakeholders from technical users to executives
• Project manage solution deployments for key enterprise clients
• Support regular business reviews (QBRs) to showcase success metrics and identify new opportunities
• Coordinate with internal teams such as Install, Content, and Customer Service to achieve mutual success

Adoption & Engagement

• Guide customers through onboarding, implementation, and best practices
• Partner with Solution Architects, Support, and Product teams to resolve challenges
• Proactively identify and mitigate risks to customer satisfaction or retention
• Drive customer education initiatives to ensure proper product usage

Operational Excellence

• Maintain accurate records in CRM and success platforms (e.g., Salesforce, Miro, Confluence)
• Track KPIs including Net Retention Rate, NPS, churn, adoption rate, on-time delivery, content error rate, and SLAs
• Develop and document repeatable success playbooks and lifecycle strategies
• Heavy focus on process engineering and process improvements

Professional Experience Required Background & Experience

• 5+ years in a customer-facing role (Customer Success, Account Management, or Technical Account Management) within a hardware/software or SaaS company
• Experience managing enterprise or strategic accounts with complex technical solutions

Skills & Competencies

• Strong understanding of enterprise IT environments (networking, storage, cloud, or device ecosystems)
• Ability to translate technical details into business value
• Excellent communication, presentation, and negotiation skills
• Data-driven mindset with experience using CRM and customer success platforms
• Highly organized with the ability to manage multiple priorities
• Continuous improvement mindset

Preferred Qualifications

• Current knowledge of the digital signage industry
• Bachelor’s degree in a related discipline with relevant managerial, sales, or operations experience
• 3+ years of experience in business development, sales channel programs, marketing operations, or IT operations management
• Proven track record of building strong client relationships and achieving sales growth
• Ability to discern appropriate AI usage in work products and deliverables
• Strong organizational, task, and project-oriented mindset
• Excellent written, verbal, and presentation skills
• Experience working in multi-site, virtual, and cross-cultural environments
• Self-starter with the ability to prioritize work and deliver results on schedule
• Ability to travel up to 40% and work beyond normal hours as needed to support international teams

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