Cloud Customer Success Manager - Remote US Only

Responsibilities

The Customer Success Manager will lead the strategic success, retention, and expansion of complex channel partner relationships. They will orchestrate cross-functional resources to drive measurable outcomes across Cloud, Security, Digital, and Managed Services.

Requirements

Candidates must have at least five years of experience in customer success or account management, including three years within a Managed Services Provider. A bachelor's degree is preferred, along with proficiency in FinOps principles and Microsoft cloud ecosystems.

Skills

• Customer Success Management
• Account Management
• Service Delivery Management
• FinOps
• Cloud Financial Management
• Strategic Planning
• Executive Business Reviews
• Relationship Management
• Channel Partner Management
• Escalation Management
• Consultative Selling
• Azure
• Microsoft 365
• Managed Services
• Business Acumen
• Communication Skills

About this role

Cloud Customer Success Manager - Remote US Only
Department: Blue Mantis
Employment Type: Full Time
Location: Remote
Compensation: $150,000 - $165,000 / year

Description
The Customer Success Manager, Channel Partner Portfolio is a senior individual contributor responsible for the strategic success, retention and expansion of Blue Mantis's most complex channel partner relationships, with an initial focus on a key national channel partner and the private equity–backed portfolio companies it serves. The role provides executive-level customer leadership, establishes scalable engagement and governance practices, and orchestrates cross-functional resources across Cloud, Security, Digital and Managed Services to drive measurable customer and commercial outcomes.

This role sits at the center of a three-way relationship between Blue Mantis, our channel partners, and their end customers. Some customers purchase cloud through our CSP program, while others contract directly and are supported through partner-led programs. Across both groups, the CSM’s mandate is the same: be a trusted and consistent presence, understand each customer’s business priorities, and widen Blue Mantis’s services footprint across Cloud, Security, Digital, and Managed Services.

The role is a hybrid of a Customer Success Manager and a Cloud Services Account Manager (CSAM). The Blue Mantis CSAM team continues to deliver FinOps analysis and recommendations, while the CSM understands cloud financial management, CSP billing, and FinOps readouts well enough to lead monthly business reviews with confidence, interpret the findings for business stakeholders, and connect them to opportunities for additional value. The CSM is a generalist rather than a subject matter expert, bringing in the right Blue Mantis specialists as each customer’s needs emerge.

The CSM is sales-adjacent, listening for opportunities in every interaction and acting as a feedback loop to the Sales and Pre-Sales teams. Success is measured through Net Promoter Score (NPS), Net Retention, the number of partner customers actively engaged, services pipeline sourced or influenced, and growth in Blue Mantis services beyond CSP.

Key Responsibilities

The CSM is also responsible for prioritization, escalation management, and the resolution of contract and operational issues for assigned customers. The role calls for a calm, clear-headed approach and a high level of emotional intelligence when working with customers, partners, and internal stakeholders.
Serves as the primary customer success contact for an assigned strategic channel partner and its end customers, delivering an exceptional client experience across every interaction
Owns the customer success strategy and operating model for assigned strategic channel portfolios, establishing governance, engagement cadence, success measures and escalation frameworks.
Collaborates effectively with subject matter experts and cross-functional teams to drive operational efficiency, consistency, and standardization.
Partners with the Blue Mantis CSAM team to present FinOps and CSP findings, translating cost and consumption insights into business terms and clear next steps for client stakeholders.
Develops executive-level relationships with channel partners and priority portfolio-company stakeholders, serving as a strategic advisor on technology, cloud optimization and services strategy.
Leads Executive Business Reviews and strategic planning sessions with channel partners and their customers connecting customer business priorities to Blue Mantis capabilities and multi-year services roadmaps.
Partners with Sales leadership to shape expansion strategy and materially influence qualified services pipeline across the portfolio, acting as a continuous feedback loop on customer needs
Owns portfolio health, retention and expansion strategy, using NPS, Net Retention, consumption, service performance and pipeline indicators to identify risk and growth opportunities.
Brings the right specialists into each customer conversation, such as Solution Architecture, Security, or Disaster Recovery and Business Continuity, rather than relying on specialists to attend every review.
Manages the partner rules of engagement, including relationship ownership and the different engagement models for CSP and non-CSP customers.
Serves as a key liaison across Sales, Pre-Sales, Solution Architecture, the CSAM team, Technical Support, and Operations to provide a seamless end-to-end customer experience.
Manages and coordinates customer escalations, partnering with internal teams and stakeholders to address service delivery, quality, and customer experience concerns.
Proactively engages clients to understand emerging and evolving business requirements and coordinates with internal stakeholders to develop solutions for new or expanded services.
Collaborates closely with channel partner account teams to develop and execute account plans for each portfolio company, aligning business priorities and opportunities with Blue Mantis services to strengthen customer satisfaction, retention, and growth.
Influences without direct authority, mobilizing internal teams and partners to deliver high-quality results in a fast-paced environment.
Maintains current knowledge of industry trends and evolving technologies across Cloud, Security, Digital, and FinOps, including Microsoft CSP programs and licensing.
Evaluates business and operational processes and partners with support and operations teams to identify and implement continuous improvement opportunities.
Minimum of five years of experience in Customer Success Management, Service Delivery Management, Account Management, or a comparable client-facing role, including at least three years with or within a Managed Services Provider (MSP).
Experience working in a channel, partner, or distributor model, including managing relationships where a partner sits between the service provider and the end customer.
Working knowledge of...

About Blue Mantis

IT Services and IT Consulting · 201-500 employees · headquartered in Portsmouth, NH