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Job Posting: Client Success Manager

Location: Telework

Cetrom is a growing, fast-paced cloud computing provider with clients across the US. Founded in 2001, Cetrom has maintained a reputation for exceptional customer service and support. At the core of Cetrom’s success is a corporate culture that embraces creative thinking, team collaboration, and the exploration of unique talents. Cetrom is looking to expand its team and is seeking an Account Manager.

The role of the Account Manager is to help ensure client success and satisfaction. The ability to think on your feet, problem-solve, and communicate effectively is essential in this position. The ideal candidate will have 5+ years of experience in customer care and account management in a technology-related field. We are seeking candidates who meet the following requirements.

Responsibilities include:

• Own and manage client relationships to ensure long-term success, retention, and overall satisfaction
• Lead the Client Success program by proactively engaging with existing customers and identifying opportunities to improve their experience
• Prepare and deliver customer profiles and reports reflecting service usage, performance trends, and strategic recommendations
• Lead customer meetings and calls, serving as the primary point of contact for account-related discussions
• Act as the liaison between clients and internal technical teams, translating complex issues into clear business impact and confirming resolutions
• Perform all meeting follow-up activities, ensuring alignment across support, and engineering
• Oversee service delivery and ensure timely resolution of critical support requests, holding internal teams accountable to client expectations
• Review contracts for renewal in collaboration with billing and sales teams, supporting retention and growth initiatives
• Support client lifecycle management, including onboarding, ongoing success, and renewals
• Provide guidance on industry best practices and compliance standards
• Assist leadership with strategic initiatives and cross-functional projects as needed
• Generate client-facing and internal reports for corporate meetings, highlighting key insights and opportunities

Skills/experience required:

• Own and manage client relationships to ensure long-term success, retention, and overall satisfaction
• Lead the Client Success program by proactively engaging with existing customers and identifying opportunities to improve their experience
• Prepare and deliver customer profiles and reports reflecting service usage, performance trends, and strategic recommendations
• Lead customer meetings and calls, serving as the primary point of contact for account-related discussions
• Act as the liaison between clients and internal technical teams, translating complex issues into clear business impact and confirming resolutions
• Perform all meeting follow-up activities, ensuring alignment across support, and engineering
• Oversee service delivery and ensure timely resolution of critical support requests, holding internal teams accountable to client expectations
• Review contracts for renewal in collaboration with billing and sales teams, supporting retention and growth initiatives
• Support client lifecycle management, including onboarding, ongoing success, and renewals
• Provide guidance on industry best practices and compliance standards
• Assist leadership with strategic initiatives and cross-functional projects as needed
• Generate client-facing and internal reports for corporate meetings, highlighting key insights and opportunities

Skills desired:

• Experience with Autotask PSA platform
• Experience with Adobe Sign or other e-signature vendors
• Knowledge about cloud computing and the technology industry
• Ability to track service trends and analyze report data

Qualified candidates should send their resume to careers@cetrom.net.