Customer Success Manager

In Time Tec is an award-winning IT & software company. In Time Tec offers progressive software development services, enabling its clients to keep their brightest and most valuable talent focused on innovation. In Time Tec has a leadership team averaging 15 years in software/firmware R&D, and 20 years building onshore/offshore R&D teams. We are looking for rare talent to join us. People having a positive mindset and great organizational skills will be drawn to the position. Your capacity to take initiative and solve problems as they emerge, flexibility, and honesty, will be key factors for your success at In Time Tec.  

Job Title: Customer Success Manager 

About the Role

As a Customer Success Manager, you will be the trusted advisor for a portfolio of mid-market and enterprise customers for managed IT, cybersecurity, cloud, Microsoft 365 and compliance services. You will own the post-sale relationship end to end: onboarding, adoption, renewals and expansion. You will partner closely with Sales, Product, Support and Marketing, and report to the Head of Customer Success.

Key Responsibilities

Account ownership and retention

• Manage a portfolio of 25–40 accounts, with clear ownership of gross and net revenue retention.
• Run onboarding, define success plans and set measurable business outcomes with each customer.
• Lead quarterly business reviews with customer executives, using usage and ROI data.
• Own renewals end to end, forecasting them accurately and mitigating churn risk early.

Growth and expansion

• Identify upsell and cross-sell opportunities and work with Sales to close them.
• Build champions and multi-threaded relationships across each customer account.

Cross-functional leadership

• Escalate and resolve complex issues by coordinating Support, Product and Engineering.
• Bring customer feedback and feature requests to Product to shape the roadmap.
• Maintain accurate account health scores, forecasts and notes in the CRM.

Process and mentoring

• Build playbooks, templates and best practices that scale across the team.
• Mentor junior CSMs and contribute to hiring and onboarding.

Thrive-specific focus

• Help customers adopt Thrive's managed services across cybersecurity, cloud, Microsoft 365, networking and compliance (for example HIPAA, SOC 2, CMMC).
• Translate technical service performance (tickets, SLAs, security posture, uptime) into business outcomes for customer leaders.
• Work with advisory teams (vCISO, vCIO, technical account management) to position strategic and cross-sell opportunities.
• Support regulated customers in financial services, healthcare, government, education and legal, where trust and compliance matter.
• Help sustain Thrive's high service standards: Thrive reports a 99.3 CSAT across 2,500+ customers.

Preferred background for Thrive

• Customer success or account management at an MSP, IT services, cybersecurity or cloud provider.
• Working knowledge of managed IT, security and cloud concepts; ITIL and ITSM tools such as ServiceNow are a plus.
• Comfort speaking with CIOs, IT directors and compliance leads.

Requirements

• 6–8 years in Customer Success, Account Management or Client Services, with at least 3 years managing mid-market or enterprise accounts (SaaS preferred).
• Proven record of retaining and growing accounts: renewal rates above 90% and net revenue retention above 100%.
• Experience owning renewals and expansion conversations, including pricing and contract negotiation.
• Strong executive presence: confident running QBRs and presenting to senior stakeholders.
• Data-driven approach to health scoring, churn analysis and forecasting.
• Hands-on with CRM and CS tools such as Salesforce, HubSpot, Gainsight or ChurnZero.
• Excellent written and verbal communication, with strong problem-solving and prioritisation skills.
• Bachelor’s degree in business, Technology or a related field, or equivalent experience.

Nice to Have

• Experience in your industry or a closely related B2B SaaS domain.
• Exposure to onboarding or implementation, or technical depth (APIs, integrations).
• Experience with customer education, community or advocacy programmes.
• Prior experience mentoring or leading a small team.
  
  How You’ll Grow at In Time Tec
  
  In Time Tec, has made significant investments to create a stimulating environment for its people to grow. We want each of our employees to grow in their way and play their roles while honing their ownership abilities. As part of those efforts, we provide our professionals with a range of educational opportunities to help them grow in their career.  Our guiding principles of leadership, trust, transparency, and integrity serve as the foundation for everything we do and every success we achieve. We are proud of these fundamental principles since they demonstrate our dedication towards them as a “One Team”. We value every individual by giving them the freedom to make daily decisions that can support their health, well-being, confidence, and awareness. Our leadership team is there to offer the safe base by giving the right budding environment, instruction, tools, and chances necessary for your professional development in achieving your goals. Our people and culture work together in a collaborative environment, making In Time Tec a thriving place to work. You can find out more about Life at In Time Tec here.