The Customer Success Manager (CSM) for Managed Business Services is the primary owner of the customer relationship post-implementation, responsible for ensuring customers realize measurable value from our managed services offerings. This role blends strategic partnership, operational execution, and proactive service management to drive retention, satisfaction, and long-term growth.

Unlike traditional CS roles, this position requires a strong ability to orchestrate ongoing service delivery, manage expectations, and translate customer outcomes into clear success metrics. The CSM serves as the voice of the customer while ensuring commitments are met consistently and at scale.

Key Responsibilities:

Customer Value & Relationship Management

Serve as the primary point of contact for assigned managed services customers, owning the overall relationship and success plan
Develop and maintain customer success plans aligned to contracted services, business objectives, and desired outcomes
Lead regular customer touchpoints (QBRs, monthly check-ins, service reviews) focused on value realization and performance
Act as a trusted advisor, helping customers optimize usage and outcomes from managed services

Service Delivery Oversight

Partner closely with managed services delivery, operations, and support teams to ensure consistent, high-quality execution of managed services
Monitor service performance against SLAs, KPIs, and contractual commitments
Proactively identify risks to delivery, adoption, or satisfaction and drive mitigation plans
Coordinate escalations and ensure timely resolution of issues impacting customer experience

Adoption, Retention & Growth

Drive adoption of managed services offerings and best practices to maximize customer outcomes
Identify expansion and upsell opportunities in partnership with Sales and Account Management (CS qualified leads)
Support renewal processes by demonstrating realized value and service performance
Advocate for customer needs internally to influence service enhancements and roadmap priorities

Data, Reporting & Continuous Improvement

Track and report on customer health, service metrics, and success outcomes
Leverage customer feedback, usage data, and performance trends to drive continuous improvement
Contribute to the development of scalable processes, playbooks, and best practices for managed services CS
Maintain accurate customer records and activity tracking in CRM (e.g., Salesforce, Gainsight)

Qualifications

5+ years of experience in Customer Success or Account Management - preferably in a managed services or SaaS environment
Strong understanding of SLAs, service metrics, and operational delivery models
Proven ability to manage multiple customers and priorities in a fast-paced environment
Excellent communication and stakeholder management skills, including executive-level engagement
Experience driving customer retention and satisfaction through proactive engagement
Experience with Gainsight platform and CRM tools (preferably Salesforce)
Demonstrated experience using generative AI tools (e.g., ChatGPT, Copilot, Claude, Gemini) to improve productivity, decision-making, or problem solving in a professional or personal context.
Bachelor’s degree required

What Success Looks Like in This Role

Customers consistently meet or exceed contracted service outcomes
High renewal rates and strong customer advocacy
Proactive risk identification and resolution
Clear, repeatable success motions that scale across the managed services portfolio

About Model N

Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech, and high-tech innovators. For more than 25 years, we have helped customers maximize revenue, streamline operations, and maintain compliance through cloud-based software, value-added services, and data-driven insights. With a focus on innovation and customer success, Model N empowers life sciences and high-tech manufacturers to bring life-changing products to the world more efficiently and profitably. Model N is trusted by over 150 of the world’s leading companies across more than 120 countries. For more information, visit www.modeln.com.

Benefits

Unlimited PTO for salaried employees – because flexibility fuels success
Comprehensive medical, dental, and vision coverage
Health Savings & Flexible Spending Accounts
401(k) with company match to invest in your future
Volunteer Time Off (VTO) to give back to causes you care about
Life and pet insurance for peace of mind
Employee Assistance & Mental Health Programs
Charitable giving opportunities
Professional coaching and career development