Customer Success Manager

The Company

Getac is comprised of a passionate team that takes pride in its tight-knit culture. We are committed to our employee fulfillment by providing a flexible work schedule, honoring achievements, and maintaining a supportive working environment. Getac strives to promote an inclusive culture to create a workplace that reflects the diversity of the communities it serves. We are looking for growth mindset team members to help lead the way. We provide mobile rugged computing and video solutions, software, and cloud services to challenging work environments such as military, industrial, law enforcement, public safety, healthcare, and utility companies.

• We are a team full of employees that believe in by working together we win together.
• We offer a generous health care policy, PTO, and 401(K) with a 3% Contribution.
• We believe in making a difference every day.
• We offer performance- based bonuses.

Position Summary

The Customer Success Manager (CSM) serves as the primary post-sales relationship owner for a portfolio of 10-20 strategic enterprise accounts. This role is responsible for driving customer satisfaction, product adoption, retention, and long-term account growth while acting as a trusted technical advisor to customers.

The ideal candidate combines strong customer relationship management skills with technical expertise, enabling them to effectively engage with IT leaders, technical stakeholders, system administrators, and business decision-makers. The CSM will proactively identify risks, drive issue resolution, coordinate cross-functional resources, and ensure customers achieve measurable business outcomes from their technology investments.

Key Responsibilities

Customer Relationship Management

• Manage a portfolio of 10-20 strategic enterprise accounts.
• Establish and maintain trusted advisor relationships with customer executives, IT leadership, and operational stakeholders.
• Conduct regular business reviews to assess customer satisfaction, usage trends, success metrics, and strategic objectives.
• Develop account success plans aligned with customer business goals.
• Advocate for customer needs internally and provide the voice of the customer to product, engineering, support, and sales teams.

Technical Customer Success

• Serve as a technical point of contact for customer deployments, integrations, upgrades, and operational issues.
• Understand customer environments, workflows, infrastructure, and use cases.
• Provide guidance on best practices for solution adoption and optimization.
• Coordinate technical resources to address escalations, performance concerns, and deployment challenges.
• Translate complex technical concepts into business value for executive stakeholders.

Customer Adoption & Retention

• Drive successful onboarding and implementation activities.
• Develop adoption plans to maximize utilization of products, services, and support programs.
• Monitor customer health indicators and proactively address risks.
• Identify potential churn indicators and create mitigation strategies.
• Ensure achievement of customer success milestones and contractual obligations.

Issue & Escalation Management

• Lead cross-functional resolution efforts for customer issues.
• Coordinate activities across support, engineering, product management, service delivery, and sales teams.
• Provide timely communication during critical customer escalations.
• Track and report issue status through resolution.
• Ensure customer expectations are managed appropriately throughout the support lifecycle.

Strategic Business Reviews

• Prepare and present Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs).
• Review operational performance, service metrics, adoption trends, and strategic initiatives.
• Identify opportunities for operational improvement and expanded value realization.
• Present recommendations to customer leadership teams.

Revenue Expansion Support

• Partner with Sales, Account Managers, and Solution Engineers to identify expansion opportunities.
• Support renewal activities through demonstration of value and customer outcomes.
• Identify opportunities for additional solutions, services, training, and support offerings.
• Provide subject matter expertise during customer planning discussions.

Required Qualifications

• Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or related field.
• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, Solutions Engineering, Technical Support, or related customer-facing technology roles.
• Experience managing enterprise or strategic accounts.
• Strong understanding of enterprise IT environments and technology deployments.
• Experience working with hardware, software, SaaS, cloud, networking, mobility, rugged computing, or enterprise technology solutions.
• Demonstrated ability to manage multiple customer relationships simultaneously.
• Strong project management and organizational skills.
• Excellent written, verbal, and presentation communication skills.
• Proven ability to influence cross-functional teams without direct authority.

Preferred Qualifications

• Experience supporting public sector, enterprise, federal, healthcare, utility, manufacturing, transportation, or public safety customers.
• Understanding of enterprise device management, mobility solutions, operating systems, networking, cloud platforms, and cybersecurity principles.
• Experience with CRM platforms such as Salesforce, Dynamics 365, or similar systems.
• Technical certifications (CompTIA, Microsoft, Cisco, VMware, AWS, Azure, ITIL, etc.).
• Experience delivering executive-level business reviews.