Job Description

Overview Customer Success Manager at Netrio (formerly Agio). This role drives Customer Success across Netrio through team leadership and clear, customer-focused communication. The CSM directly contributes to client improvement, resulting in higher client retention and team/company growth. Your concise, relevant, and clear communication across Netrio teams including Cybersecurity, XDR and Managed Services ensures continuity of services, an improved customer experience, and coordination of data-driven metrics. Consistent action plan execution and fearless communications increase client loyalty, enable the team to succeed, and let business leaders focus on strategy and vision. The CSM will be empowered to challenge the status quo, work both as a team player and independently. Responsibilities Data Provide reporting for Customer Success Managers on current and past results, renewals, upsell forecasts, and client technology. Track leading indicators of customer health, churn, customer adoption, renewals, and upsell opportunities. Provide actionable, fact-based research and insight that align with objections, goals, and business decisions. Process Determine the timing and content of appropriate touch points for CSMs throughout the customer journey to drive optimal adoption and retention. Drive coordination of 1-to-Many communications within the CSM team to synchronize email outreaches. Responsible for delivery and accuracy of Agio Insights reports. Detect early signals of at-risk renewals, design actions to address them, and provide paths to escalations when needed. Identify areas for upsell and cross-selling opportunities. Cross Functional Coordination Ensure clear and consistent communication channels between Managed IT, XDR and Cybersecurity governance teams. Coordinate cross-functional processes that help meet renewal and upsell targets, including processes for CSMs to: Relay customer feedback to the product management team Align with the support team on resolution of major cases Provide feedback to Marketing on customer readiness Help Professional Services overcome delays in implementation Manage expectations and be able to say no. Monitor multiple projects and report status to the team, stakeholders, customers, and the leadership team. Manage tradeoffs and advise on the impact of changes in features, schedules, scope, cost, delivery, and project objectives; invoke change orders as needed. Measure customer performance, LTV, and other sales metrics using appropriate tools and techniques. Perform risk management to minimize project risks. Create and maintain comprehensive process documentation. Qualifications Exceptional creative and critical thinking capabilities Ability to influence through persuasion, negotiation, and consensus building Strong empathy for customers paired with a passion for driving growth Deep understanding of value drivers in recurring revenue business models Analytical and data-driven mindset Demonstrated desire for continuous self-improvement and learning Excellent communication and presentation skills Mentorship of Customer Success Manager team Expert knowledge across Agio’s service offerings 5 to 7 years previous experience in a Customer Success or sales role Preferred Experience Working knowledge of the financial services industry specifically hedge funds, private equity, and other alternative asset firms Demonstrated knowledge of Managed Service Provider roles and themes Demonstrated technology experience: Microsoft solutions including: Azure, M365, Intune, ASR, Teams, and SharePoint Server technology including: Windows, Linux Networking technology including: Cisco, Palo Alto Compensation & Benefits The pay range for this position is $120,000 to $140,000 annually and is applicable for candidates who will be working in New York. This range is subject to adjustment for other geographic work locations. In addition to geographic location, Netrio considers education, experience, internal equity, market demands, and other qualifying criteria to determine starting salaries. Other compensation includes a Variable Compensation Plan Based On Performance. In addition to compensation benefits, Netrio offers a variety of health and welfare benefits, based on eligibility, including medical and dental insurance, term life insurance, wellness programs, career development, and enrollment in our company 401(k) plan with company match. Job Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: IT Services and IT Consulting #J-18808-Ljbffr Netrio

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