Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Technical Client Success Manager handling client relationships and onboarding processes while leveraging AI solutions at Iserv. Supporting the Sales and Project Management teams to optimize technology adoption.
Responsibilities
- Serve as the primary liaison for key accounts
- Identify opportunities within existing client accounts where AI or Automation solutions could solve a business pain point
- Conduct quarterly business reviews (QBRs)
- Act as the bridge between Sales and Technical teams to validate complex orders
- Assist in the creation of Scopes of Work (SOW)
- Maintain impeccable data hygiene in our CRM/PSA
- Own the critical "Sales-to-Operations" handoff
- Troubleshoot roadblocks during the provisioning process
- Use your independent judgment to suggest new AI tools or automations to make the Sales or Onboarding process faster
Requirements
- 2+ years of experience in an MSP, SaaS, or Technical Account Management role.
- Passion for AI & Automation: Demonstrated interest in or experience with using AI tools to increase productivity is a major plus.
- Strong understanding of the MSP lifecycle (Ticketing, Quoting, Onboarding).
- Experience with MSP tools (ConnectWise, Autotask, HubSpot, etc.) is preferred.
- Excellent written and verbal communication skills—you can translate "Geek" to "English."
Benefits
- Health
- 401k
- PTO
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