Are you passionate about building a strong customer relationships and driving success in a dynamic, fast-paced environment? Join our team as a Customer Success Manager and take ownership of strategic accounts, helping clients maximize the value of our managed services while contributing to the growth of an international IT company.

This is what makes the position as Customer Sucess Manager unique

• Drive customer satisfaction and long-term growth by developing strategic Managed Services relationships, ensuring maximum value from our offerings.
• Play a key role in preventing churn and strengthening customer loyalty by proactively identifying opportunities for development and optimization.
• Join a dynamic and collaborative team where innovation, personal growth, and delivering top-tier IT services are at the heart of everything we do

My name is Jonathan Kimose, and I am your hiring manager. As a leader, I am your advocate, guide, and partner in success. I believe in providing the right balance of support and empowerment, ensuring that you have the confidence and tools to grow, take ownership, and make a real impact. Together, we will create an environment where collaboration thrives, challenges become opportunities, and your professional development is a top priority.

Your role & influence as Customer Success Manager 

As our new Customer Success Manager (CSM) you will be responsible for building and maintaining effective relationships with customers to ensure their satisfaction, developing, churn and effective use Dustin's Managed Services. You will act as the key partner for our customers to reach their strategic outcome goals and maximize value from their investment. Together with the account team (Sales, consultants, project managers etc.) will you guide them through their business journey with our solutions.

In this role you will engage our customers to create an effective strategic partnership by facilitating and carrying out adoption activities, demonstrating technical best practices. You will be responsible for your own customers, focusing on the key areas (development, churn and satisfaction) through expansion and success planning activities and provide the customers with operational rapports and information. You will be the "customers voice" into Dustin's organization and will be a big part of our success and Managed Services Journey.

Responsibility: You will be given responsibility for developing Dustin’s strategic Managed Services customers, fostering long-term relationships, driving customer satisfaction and develop a strategic collaboration. You will ensure they maximize the full benefits of our service offerings and work as a bridge between the customer and Dustin. Drive adoption through our services and secure long term collaboration to expand our services offerings. 

Collaboration: Together with your team, you take care of our Managed Services customers, ensuring their long-term satisfaction, growth and development. You'll work closely not only with your immediate team members but also with Solution Architects, Delivery, Operations and Sales to provide seamless and high-value service experiences.

Role: You will work across different teams internally; you will work as a single point of contact regarding Managed Services and add business value as a trusted advisor for our key customers. Most important is that you are a relation builder and use to take control of meetings and demonstrate.

Reporting: Provide regular operational meetings with the customer. You will provide them with rapports of our services performance, ticket overviews and other data that will add value and develop the collaboration.

Feedback : Collect and share customer feedback with the product owners, sales and support teams to drive continuous improvement. Address customer concerns and challenges promptly, collaborating with internal teams to provide timely solutions.

Core activities:

• Add value for our strategic customers
• Churn prevention
• Customer development
• Ensuring high customer satisfaction

This is what we imagine you bring

We envision you as a curious and driven individual who takes ownership, demonstrates strong organizational skills, and thrives in a collaborative environment to deliver outstanding customer experiences.

Additionally, it's important that:

• 3-5 years in a Customer Success, Account Management, or similar role, preferably in Managed services, software or the IT industry
• Strong Customer Relationship skills
• Excellent presentation and communication skills
• Ability to manage multiple accounts and prioritize tasks effectively
• Analytical mindset with the ability to interpret and act on customer data
• Strong problem-solving skills, reliability, and the ability to translate customer needs into business solutions

What can you expect next?

To ensure a fair recruitment process free from unconscious bias, we handle your application anonymously and do not accept cover letters. Please refrain from sending one, so that the selection is based solely on professional competencies. We expect the following steps in the recruitment process:

• Phone screen
• 1st interview with Hiring Manager Jonathan Kimose
• 2nd interview with Hiring Manager Jonathan and possibly another colleague

For questions about the position, please contact Jonathan Kimose via e-mail: Jonathan.kimose@dustin.com