Customer Success Manager
Internal Title: Innovate Success Manager
Remote (US Based)
Must overlap with US Eastern Time business hours
Travel Required
Full-Time
Base Salary: $110,000–$120,000 + Performance Incentives
About Netsurit
Netsurit is a global Managed Services Provider helping businesses grow, innovate, and secure their operations through technology.
We operate across the United States and South Africa with a clear purpose:
Supporting the Dreams of the Doers
We have been:
Named to the Inc. 5000 Fastest Growing Companies (4 years running)
Recognized in the MSP 501 for 15 consecutive years
Building one of the most exciting AI transformation practices in the mid-market This Is Not a Traditional Customer Success Role
This is not a support role.
This is not a project administrator role.
This is not a traditional account management role.
You will become the trusted advisor and transformation partner for a portfolio of customers investing in AI-driven business change.
You will work directly with executives, customers, delivery teams, AI specialists, and our leadership team to ensure our clients successfully adopt, implement, and realize value from AI.
The Opportunity
If you are successful in this role:
You will experience one of the fastest learning curves of your career.
You will work at the intersection of:
AI
Digital Transformation
Customer Success
Program Management
Business Strategy
You will gain exposure to:
Executive leadership teams
AI transformation programs
Real-world AI implementations
Emerging AI technologies
Some of the most innovative mid-market organizations in North America This role is designed for someone who wants to accelerate their career.
What Makes This Role Different
You will not spend your days managing support tickets.
You will:
Lead AI Strategy Sprint engagements
Help customers identify AI opportunities
Coordinate delivery of AI initiatives
Drive accountability and execution
Protect customer relationships
Identify growth opportunities
Work closely with AI specialists and delivery teams
Ensure customers realize measurable value You will become a key part of Netsurit's AI-led growth strategy.
Key Responsibilities
Customer Success & Relationship Management
Own a portfolio of Innovate customers
Build trusted executive-level relationships
Act as the primary customer advocate
Drive customer satisfaction and retention AI Strategy Sprint Facilitation
Coordinate and participate in AI Strategy Sprint engagements
Help customers identify and prioritize AI opportunities
Facilitate executive workshops
Assist with roadmap and business case development Program & Delivery Coordination
Manage multiple concurrent customer engagements
Coordinate with Netsurit's PMO office
Drive accountability across internal and customer teams
Escalate risks before they become issues Commercial Growth
Identify expansion opportunities
Drive Secure AI adoption
Support Build, Run, Operate, and Protect opportunities
Contribute to renewals and customer growth Executive Communication
Present to executives and leadership teams
Communicate clearly and confidently
Manage expectations professionally
Navigate difficult conversations with diplomacy and firmness AI Exposure & Development
You will gain exposure to:
ChatGPT
Claude
Gemini
Microsoft Copilot
Secure AI
Emerging AI platforms and tools You do not need to be an AI engineer.
You do need to be curious, adaptable, and excited to learn.
What Success Looks Like
Within 12 months:
Customers view you as a trusted advisor
AI Strategy Sprint engagements run smoothly
Customer satisfaction improves
Renewals improve
Expansion opportunities increase
Alex Heublein and the Innovate team spend more time creating value and less time managing delivery issues Ideal Background
We are interested in candidates with experience in:
Customer Success
Digital Transformation
Program Management
Consulting
Strategic Account Management
Technology Services
AI Adoption Programs Experience in MSP, SaaS, Consulting, Microsoft, or AI-related environments is highly advantageous.
What We Are Looking For
You are:
Highly organized
Commercially aware
Customer obsessed
Comfortable with executives
A strong communicator
Curious about AI
Hungry for growth
Able to manage ambiguity
Willing to challenge constructively
Focused on outcomes rather than activity This Role Is Not For Everyone
This role is not for you if:
You prefer highly structured environments with little change
You are looking for a low-pressure role
You dislike accountability
You are not interested in AI
You prefer operating purely behind the scenes Why Join Netsurit
Work directly on AI transformation initiatives
Accelerate your career growth
Join a high-performance team
Learn from experienced leaders
Help shape the future of AI adoption in the mid-market
Support the Dreams of the Doers Note to Agencies: Principals only. No recruiters, no agencies, no unsolicited services.
