Customer Success Manager

Overview

As a Customer Success Manager at TierPoint, you'll own the renewal experience for a portfolio of approximately ~500 customer accounts across the United States. You'll spend 70% of your time conducting consultative renewal reviews with customers who opt in for contract assessments, working alongside Solutions Engineers to help them optimize their data center, security, and managed services investments. The remaining 30% of your time, you'll contribute to email campaigns and digital outreach that drive customer opt-ins. 

This is a revenue-generating role with quota and variable compensation tied directly to Gross Revenue Retention (GRR). 

Responsibilities

• Lead consultative renewal review meetings with customers, helping them understand their contracts and optimize for the next cycle 
• Partner with Solutions Engineering on complex technical renewals, expansion conversations, and risk escalation 

• Manage approximately 165 renewals annually, converting opt-ins into successful renewals 

• Consult on contract optimization by reviewing usage, identifying rightsizing opportunities, and ensuring maximum value 

• Contribute to scaled email campaigns that drive customer opt-ins for renewal reviews 

• Track opt-in rates, renewal conversion, GRR performance, and campaign effectiveness 

• Navigate pricing discussions, contract terms, and renewal objections with confidence 

• Identify expansion opportunities and orchestrate internal resources to pursue them 

What Success Looks Like 

• Gross Revenue Retention: You consistently hit or exceed GRR targets through consultative engagement and strategic contract optimization 

• Opt-In Conversion: You convert opt-ins into productive conversations that drive retention 

• Customer Confidence: Customers leave renewal meetings feeling informed and valued, seeing you as a trusted advisor 

• Campaign Contribution: You actively improve email campaigns and outreach strategies, helping optimize opt-in rates 

• Smart Orchestration: You know when to involve others, delegating non-renewal issues to the right teams so you stay focused on retention 

Qualifications

• Bachelor's Degree (or equivalent work experience) 

• 2+ years in renewals, account management, or customer success in B2B technology services or SaaS 

• Proven track record of hitting retention or renewal targets 

• Consultative sales or customer engagement experience leading conversations about contracts, pricing, and value 

• Financial and contract literacy to review agreements, understand pricing, and discuss terms confidently 

• Strong analytical skills using data to prioritize, identify risk, and measure impact 

• Excellent communication skills for explaining complex terms and building trust with customers 

• Experience with Salesforce or similar CRM platforms 

• Collaborative mindset working across Solutions Engineering, sales, and support teams 

• Proficiency in MS Office Suite and Windows-based applications 

Preferred Experience 

• Experience in data center, managed services, infrastructure, or IT security industries 

• Familiarity with HubSpot or marketing automation platforms 

• Familiarity with ServiceNow or similar ITSM platforms 

• Technical aptitude or curiosity about infrastructure, cloud, and enterprise IT environments 

Working Conditions

• Home or Office based depending on location
• Travel to corporate, regional markets, and opportunity specific travel, as required

Pay TransparencyTierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.

Pay Range $83,000.00 - $133,000.00

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