Delivery Customer Success Manager

Job Summary As a Customer Success Manager (CSM), you sit at the center of the action. You will own the full customer journey end-to-end, from the first quote to renewal and everything in between. You will be the fact of the business to our customers, and you will set the tone for how we show up: consultative, responsive, and always thinking one step ahead. You'll spend real time with customers, partner closely with Sales, and help uncover growth opportunities along the way—whether that's an upsell, co‑sell, or a new way to solve a customer's problem. If you thrive at the intersection of customer experience, revenue growth, and team leadership—and want to build something impactful—this role was made for you.

Note:

This role requires you to be on-site 3 days per week. SoftwareOne is an AI‑forward company. We actively use AI across our business to improve productivity, decision‑making, and outcomes - and we are intentional about hiring people who are curious, hands-on, actively apply AI, and lead by example as technology continues to evolve. Role & Responsibilities Own the end‑to‑end customer journey from quote to cash, ensuring a seamless, high‑impact customer experience. Develop strong relationships with field sales teams and act as a trusted partner to customers. Spend meaningful time engaging directly with customers, including onboarding, reviews, renewals, and escalations. Acts as the single point of contact for account managers and customers, supporting their day-by-day delivery and overseeing customer experience Coordinate with the relevant Licensing Specialists to provide license knowledge and support during the sales process. Proactively identify upsell, cross‑sell, renewal, and expansion opportunities through customer engagement. Consistently execute across quoting, ordering, billing, renewals, and collections. Use data and insights to track customer health, retention, and revenue growth, driving continuous improvement. Responsible for brand new publisher and deal registration inclusive of local programme management and setup. Enable customers to self-serve where applicable. Focus on resolution times and output instead of tasks performed for the customer. Supports QBR meetings from an operational perspective. 5% for potential occasional travel to visit customers or internal meetings. What you offer Demonstrated experience using AI in a practical, applied way — such as improving workflows, automating tasks, enabling better decision‑making, or increasing impact in prior roles. This does not require deep technical or engineering expertise in AI; we value applied use, experimenting, and a mindset of curiosity and continuous learning. Bachelor's degree preferred, equivalent experience acceptable 1-2+ years in a Customer Success, Sales Operations, Inside Sales or similar role; preference will be given to candidates with a background in operational licensing or services Understanding the processes of quote and order management, onboarding a client and after sales. Experienced in Working in a Matrix Organization Experience working with customers; building and maintaining relationships Good presentation, communication, organization, multitasking, project and time management skills. Problem solving, critical thinking and consultative skills required. Ability to research multiple sources to find data The preceding job profile has been designed to indicate the general nature and level of work performed by associates within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. Additional duties may be assigned and may be subject to change at any time due to reasonable accommodation or other reasons. Success Criteria 100% resolution to renewal Meeting and exceeding multivendor growth targets Attaining high CSAT scores Organizational Alignment This role reports to the Customer Success Management Leader Partner closely with Sales, Presales, Channel, Solution Sales, and Services to support deal execution and co‑sell motions. What we offer Generous pay with bonus structure (quarterly or bi-annual depending on the role) Independent environment without a lot of red tape where you are empowered to make decisions Substantial benefits package that includes: Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions plus additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness 401k program with employer matching 50% up to the first 10% of employee's contributions Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice Access to EAP and concierge services plus pre-paid legal at no cost Abundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO) Employee stock purchase plan Learning and development opportunities galore, tuition reimbursement, and much more! Specific to Nashville and Milwaukee-based office employees : company-paid parking Winning culture, inclusive environment, and friendly people all over the world A remote-friendly organization, with colleagues working remotely either part or full-time

Job Type:

Full-time Pay:

$75,000.00 - $85,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Paid time off Referral program Retirement plan Tuition reimbursement

Work Location:

Hybrid remote in Milwaukee, WI 53202