Customer Success Manager

Role Summary:

The Customer Success Manager (CSM) is a critical reactive, operational support role within the sales organization. This position works hand-in-hand with Strategic Account Managers (SAMs) and collaborates closely with Business Development Directors (BDDs) and Business Development Managers (BDMs) to ensure the sales organization operates efficiently and responsively. 

Unlike SAMs, whose primary responsibility is proactive revenue generation and account expansion, the CSM role is designed to absorb administrative, operational, and inbound support tasks, enabling adjacent roles to remain focused on selling, relationship management, and solution development. 

The CSM will primarily support: 

• Smaller and lower-complexity customer accounts 
• Inbound and reactive customer inquiries 
• Internal sales operations and administrative workflows 
• Cross-team coordination and routing of requests 

This role is foundational to scale, speed, and consistency across the sales motion. 

Essential Duties and Responsibilities: 

Customer & Inbound Support (Reactive) 

• Act as a primary point of contact for smaller or lower-complexity customer accounts
• Respond to inbound inquiries via email, phone, and internal systems 
• Triage customer requests and route inquiries to the appropriate SAM, BDM, or BDD
• Provide basic product, order status, and process guidance to customers 
• Ensure timely follow-up and resolution of customer questions 

Sales Team Support (Operational & Administrative) 

• Support SAMs, BDMs, and BDDs with non-selling tasks, including: 
• Quote preparation assistance 
• Order entry and order tracking 
• CRM updates and data hygiene 
• Documentation collection and organization 
• Assist with internal handoffs between teams during account transitions or project phases
• Help coordinate internal resources (sales ops, finance, procurement, engineering) as needed

Routing & Coordination 

• Monitor inbound queues, shared inboxes, and request channels 
• Direct requests to the correct owner based on account size, complexity, or opportunity type
• Escalate urgent issues appropriately and ensure nothing falls through the cracks
• Maintain clear internal communication and accountability on open items 

Sales Operations & Process Support 

• Maintain accurate records in CRM and related systems 
• Support reporting, tracking, and internal documentation needs 
• Follow and reinforce established sales processes and workflows 
• Identify recurring issues or inefficiencies and surface improvement opportunities 

Product & Industry Knowledge 

• Maintain a working understanding of the company’s hardware portfolio, solutions, and services
• Participate in company-provided product and sales training 
• Continuously build knowledge through self-learning and internal resources 
• Stay aligned with updates to offerings, pricing structures, and internal processes 

Qualifications, Education and/or Experience: 

• Experience in sales operations, inside sales support, or administrative sales roles 
• Comfort working in a tech or hardware sales environment 
• Strong organizational skills and attention to detail 
• Ability to manage multiple requests and prioritize effectively 
• Clear written and verbal communication skills 
• Experience with CRM systems and internal sales tools 
• Customer-focused mindset with a strong sense of urgency 
• Prior experience supporting quota-carrying sales roles preferred
• Familiarity with hardware sales cycles, quoting, and order fulfillment preferred
• Experience working in a fast-growing or process-evolving sales organization preferred

Working Conditions/Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer, requiring close vision and the ability to adjust focus.
• Frequent use of video conferencing tools to participate in virtual meetings; occasional early morning or evening availability may be required to collaborate across global time zones.
• Must be able to effectively communicate in a professional manner, both virtually and in person with clients and team members.
• Physical mobility to navigate travel situations (e.g., airports, client facilities) and occasional lifting of travel bags, laptops, or demo equipment up to 25 lbs.
• Work environment may vary between a remote home office setting and travel-related environments.

The physical demands and working conditions described above are representative of those required to successfully perform the essential functions of this role. The Company is committed to providing reasonable accommodations or adjustments in accordance with applicable laws and regulations in each jurisdiction to enable qualified individuals to perform the essential functions.