Customer Success Manager

WHO WE ARE

Empowering Connections, Inspiring Possibility

• SageNet is the single, accountable partner unifying connectivity and digital
• experiences for widely distributed enterprises. We design, deploy, manage, and
• monitor critical infrastructure across thousands of locations. Our U.S.-based
• Network Operations Centers operate 24/7, and our national field force delivers
• consistent outcomes from pilot to scale.

• Trusted connections guide how we work and what we build. On the networking and
• digital side, it means reliable, secure, and visible systems that keep every
• store, every screen, and every customer connected. On the human side, it means
• transparent communication, collaborative problem solving, and long-term
• partnerships with our customers, teammates, and communities.

• With a three-decade track record in managed services, SageNet boasts a long-term
• customer base that includes some of the nation’s largest retail, restaurant,
• c-store, and financial brands. Headquartered in Tulsa, SageNet has regional
• offices in Atlanta, Toronto, and Washington, D.C.

WHAT YOU’LL DO

• As a Customer Success Manager for Managed Network Services and Digital
• Experience, you will take ownership of ensuring customers achieve the highest
• level of success and satisfaction with SageNet’s network solutions and digital
• signage/experience products. You will serve as a trusted partner and customer
• advocate, building strong relationships, understanding customer goals, and
• proactively addressing needs throughout the customer lifecycle.

• In this role, you will focus on customer satisfaction, revenue retention, and
• account growth while monitoring service performance, identifying risks, and
• coordinating across SageNet teams to deliver a consistent customer experience.
• You will also identify opportunities to expand customer relationships by
• connecting customer needs with additional SageNet solutions and capabilities.

Major duties and responsibilities

• Own the customer relationship for managed network services and digital

• signage/experience solutions, ensuring seamless onboarding, implementation,
• and ongoing success.

• Work with clients to understand their specific needs related to network

• services, connectivity, and digital signage, tailoring solutions to deliver
• exceptional outcomes.

• Proactively engage with customers through regular check-ins, business

reviews, and support to understand their business, goals, and needs.

• Advocate for the customer internally, working with technical, Product, and

• Support teams to resolve issues or challenges swiftly and improve processes
• for the future.

• Continuously gather customer feedback on their digital experiences and

• managed services, using insights to drive improvements in service delivery
• and satisfaction.

• Stay ahead of potential customer issues by regularly reviewing data and

• customer feedback, identifying red flags, and implementing strategies to
• minimize risks related to service adoption, contract compliance, customer
• satisfaction, and retention.

• Quickly identify solutions to challenges that arise, ensuring timely

responses and resolutions that maintain customer satisfaction.

• Take full ownership of monthly revenue retention, focusing on reducing churn

• by addressing customer concerns and ensuring sustained value from network
• services and digital experiences.

• Identify opportunities for upselling and cross-selling additional services,

• such as upgraded network solutions, enhanced digital signage packages, or
• advanced features that align with customer goals.

• Partner with Sales teams to strategically expand existing accounts, ensuring

alignment with customer needs and growth objectives.

• Monitor service performance metrics, including network uptime and signage

• engagement, to ensure customers are receiving optimal value and identify
• risks that could lead to churn.

• Partner with Sales, Finance, Service Delivery, and Support teams to validate

and ensure accurate invoicing, pricing, and costing.

• Track and analyze customer usage of managed network services and digital

• signage, ensuring compliance with contractual terms and agreed-upon
• performance standards while identifying trends and opportunities for
• improvement.

• Conduct Quarterly Business Reviews (QBRs) to align customer goals with

• service delivery, ensure contractual obligations are met, and provide
• data-driven recommendations for improvement.

• Proactively manage customer contracts, ensuring timely renewals and working

• with Legal and Finance teams to address issues related to contract terms,
• billing, or payment schedules.

• Collaborate with technical teams to address performance issues and ensure

• high availability and reliability of network services and digital signage
• systems.

• Continuously refine and improve customer success processes, identifying

opportunities to enhance onboarding, engagement, and service delivery.

WHO YOU ARE

• You are a customer-focused relationship builder who takes ownership of the
• customer experience and is motivated by helping customers achieve meaningful
• results. You are comfortable navigating both business and technical
• conversations, using data and customer insights to identify needs, solve
• problems, and uncover opportunities for growth. You communicate effectively
• across teams, proactively address challenges, and thrive in a fast-paced
• environment where collaboration, accountability, and trusted relationships are
• key to success.

Required Qualifications

• 3+ years of experience in customer success, account management, client

services, or a related customer-facing role.

• Demonstrated experience managing customer relationships and supporting

customer satisfaction, retention, and account growth.

• Strong communication and relationship-building skills with the ability to

effectively engage customers and internal stakeholders.

• Strong problem-solving skills with the ability to identify issues, coordinate

resources, and drive solutions.

• Ability to interpret customer, operational, and service performance data to

identify trends, risks, and opportunities.

• Ability to manage multiple customer relationships, priorities, and deadlines

in a fast-paced environment.

• Proficiency with CRM systems and Microsoft Office applications, including

Excel and PowerPoint.

• Strong sense of ownership and accountability with a customer-focused mindset.

Preferred Qualifications

• Bachelor’s degree in Business, Information Technology, or a related field.
• Experience in managed services, telecommunications, networking, digital

signage, or another technology services environment.

• Working knowledge of managed network services, connectivity solutions,

• digital signage/experience platforms, and associated service performance
• metrics.

• Experience conducting customer business reviews and presenting performance

data and recommendations to customers.

• Experience with Salesforce, SAP, ServiceNow, or Smartsheet.

WHERE YOU’LL WORK

• Enjoy the flexibility of our hybrid work model. Our business casual working
• environment fosters collaboration and productivity.

• This position will report to the Tulsa, Oklahoma office and will be part of a

collaborative, team-oriented environment.

• Productively work within SageNet’s hybrid work environment in accordance with

the current Hybrid Work Policy.

• Work primarily in a professional office environment with regular use of

computers, phones, video conferencing, and other standard office technology.

• Regularly collaborate with customers and internal teams through virtual

meetings, phone calls, email, and in-person interactions.

• Maintain flexibility to support customer needs, meetings, escalations, and

other business priorities as needed.

• Occasional travel may be required for customer meetings, business reviews, or

other business needs.

PHYSICAL REQUIREMENTS

• Ability to remain in a stationary position, sitting or standing, for extended

periods throughout the workday.

• Frequent use of hands and fingers for typing, operating a computer, and using

standard office equipment.

• Ability to work on a computer and view digital screens for extended periods

throughout the workday.

• Ability to communicate effectively with customers and colleagues through

in-person, telephone, and virtual interactions.

• Ability to move throughout a professional office environment as needed to

perform the essential functions of the position.

• Ability to perform the essential functions of the position with or without

reasonable accommodation.

• CLASSIFICATION*: Exempt/Salaried
• POSITION TYPE: Full-time
• TRAVEL REQUIREMENTS: Minimal travel, 5-10%
• DIRECT REPORTS:  None
• SAFETY SENSITIVE:  No

Ready to join a team that values trusted connections? Apply now!

Equal Opportunity Employer

• SageNet is committed to a skills-first approach when it comes to hiring.  As
• such, we value merit, qualifications, and business needs when making employment
• decisions. It is the policy of SageNet to provide equal employment opportunity
• to all employees and applicants without regard to race, color, sex (including
• pregnancy, sexual orientation, and gender identity), age, religion, national
• origin, disability, genetic information, veteran or military status, marital
• status, or any other legally protected status. SageNet strictly prohibits and
• does not tolerate discrimination, harassment, or retaliation on the basis of any
• legally protected status.

• SageNet will not discriminate against any employee or applicant because they are
• a disabled veteran, recently separated veteran, active-duty wartime or campaign
• badge veteran, or Armed Forces services medal veteran in regard to any position
• for which the employee or applicant is qualified. As a federal contractor,
• SageNet is committed to taking affirmative action to employ and advance in
• employment protected veterans, and to treat qualified individuals without
• discrimination based on their status as protected veterans in all employment
• practices.

• SageNet will not discriminate against any employee or applicant because of
• physical or mental disability in regard to any position for which the employee
• or applicant is qualified. As a federal contractor, SageNet is committed to
• taking affirmative action to employ and advance individuals with disabilities,
• and to treat qualified individuals without discrimination on the basis of their
• physical or mental disability in all employment practices. If you have a
• disability or special need that requires accommodation, please let us know by
• contacting your HR representative or any member of management.

Legal Disclaimer

• This job description is intended to provide a general overview of the position.
• It is not an exhaustive list of all responsibilities, duties, and skills
• required. SageNet reserves the right to modify this job description at any time,
• with or without notice. Employment with SageNet is at-will, meaning that either
• the employee or the company may terminate the employment relationship at any
• time, with or without cause or notice. SageNet will provide reasonable
• accommodations for qualified individuals with disabilities.

• As a managed services provider, SageNet maintains a high level of information
• Security. SageNet has a published Information Security Policy and provides
• mandatory Security Awareness Training for all employees. SageNet requires that
• all employees adhere to published SageNet security policy, failure to do so may
• result in termination of employment. The SageNet security program is only as
• strong as our people and as such it is the responsibility of all employees to
• protect corporate and customer data following best practices and policies.