Customer Success Manager

For over 35 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide – more than any other video communications service provider – Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications.

Yorktel is currently seeking a Customer Success Manager (CSM) who is responsible for ensuring the successful delivery, performance, and continuous improvement of managed services and technical support for assigned customers. Acting as the primary point of contact and trusted advisor, this role drives customer satisfaction, retention, and long-term value realization.

The CSM oversees service performance against contracted SLAs and KPIs, leads escalations, analyses operational data, and collaborates with internal teams to optimize service quality. They maintain strong customer relationships, ensure contractual and regulatory compliance, and actively identify opportunities for service enhancement and account growth.

Responsibilities:

Customer Relationship Management:

• Serve as the primary customer liaison, maintaining open, transparent, and strategic communication at all level
• Conduct regular customer touchpoints including weekly service calls, monthly service reviews, and quarterly QBRs/EBRs.
• Develop strong customer relationships that drive satisfaction, retention, and long-term value realization.
• Understand customer business objectives and align service delivery to support those outcomes.
• Capture, analyze, and act on customer feedback through structured mechanisms such as CSAT and NPS.

Service Delivery & Operational Control:

• Own end-to-end service delivery for assigned accounts, ensuring all services meet contractual SLAs, KPIs, and performance expectations.
• Monitor active incidents and service requests, identifying in-day SLA risks and initiating corrective actions to prevent breaches.
• Coordinate prioritization and progression of incidents, service requests, and escalations across Service Desk, TAM, and onsite teams.
• Act as the operational escalation point for critical or high-impact service issues, ensuring timely resolution and clear communication.
• Ensure effective coordination of onsite dispatch activities, third-party support, and internal resources to resolve service issues.
• Maintain visibility into service backlog, ticket aging, and operational risks, driving actions to improve service performance.

Incident, Problem & Change Management:

• Oversee incident management processes, ensuring issues are prioritized appropriately and resolved within SLA targets.
• Lead coordination of major incidents, including cross-functional response and customer communication.
• Drive problem management activities, ensuring root cause analysis (RCA) is completed and corrective actions are implemented.
• Govern change management processes, ensuring planned maintenance, upgrades, and changes are properly coordinated and communicated.
• Coordinate MACD requests and planned service activities in alignment with customer expectations and operational readiness.

Service Performance & Reporting:

• Own SLA and KPI performance tracking, including daily monitoring, weekly review, and monthly reporting.
• Produce and deliver monthly contractual service reports including performance metrics, trends, risks, and improvement actions.
• Analyze service data to identify patterns, recurring issues, and opportunities for optimization.
• Maintain accurate service data across systems including asset records, configurations, and service documentation.

Governance, Compliance & Continuous Improvement:

• Ensure all service activities comply with contractual obligations, ISO standards, ITIL practices, and internal governance frameworks.
• Develop and manage Service Improvement Plans (SIPs) and Continuous Service Improvement (CSI) initiatives.
• Maintain Service Management Plans (SMPs), risk registers, and governance documentation.
• Conduct regular reviews of service performance and implement corrective and preventive actions.
• Support security, access, and compliance audits as required.

Supplier & Third-Party Management:

• Manage supplier and third-party performance against agreed SLAs and contractual obligations.
• Coordinate supplier engagement during incidents, escalations, and planned service activities.
• Track supplier performance and escalate issues to ensure service continuity and quality.

Leadership & Team Coordination:

• Provide leadership and direction across cross-functional delivery teams including Service Desk, TAM, and onsite personnel.
• Ensure alignment of all teams toward service priorities, SLA performance, and customer expectations.
• Support oversight of onsite teams in coordination with CSM I, ensuring alignment between onsite execution and service objectives.
• Act as the internal point of coordination for service delivery activities, escalations, and operational decisions.

Commercial Awareness & Business Growth:

• Partner with Account Management and Sales to support renewals, expansions, and service growth opportunities.
• Provide account insights, service performance data, and recommendations to support commercial decision-making.
• Support development of Statements of Work (SOWs) and customer-specific service solutions.
• Identify and proactively manage commercial risks related to service delivery.

Skills and Abilities:

• Strong leadership with a customer-centric mindset and a proven ability to influence Director/VP-level stakeholders.
• Excellent communication, negotiation, and presentation skills — able to convey technical concepts in business terms.
• Analytical mindset with the ability to interpret raw data and produce actionable customer-facing insights and reports.
• Deep understanding of service delivery KPIs, SLAs, and operational performance metrics.
• Experience with ITSM platforms (e.g., ServiceNow) and ITIL-based service management processes.
• Technical comprehension of audiovisual, unified communications, and collaboration platforms (Teams, Zoom, Webex).
• Ability to work independently, manage multiple priorities simultaneously, and perform under pressure.
• Strong vendor and third-party supplier management experience.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).

Education and Experience:

• ITIL certification (V3 Foundation or ITIL 4) — strongly preferred.
• 5+ years in Managed Services, Technical Services, Customer Success, Service Delivery, or Program Management.
• Experience in audiovisual, UCC, or enterprise collaboration environments.
• BA/BS in Management, Engineering, or related field — or equivalent professional experience.
• Microsoft 365, PMP, or other relevant certifications are a plus.

Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.