Director of Customer Success

Job DetailsJob Location: Onalaska, WI - Onalaska, WI 54650Job Category: Customer ServiceLocknet Managed IT is seeking a strategic, customer-focused leader to serve as our Director of Customer Success. In this role, you'll lead the development and execution of customer success programs designed to strengthen client relationships, improve retention, and drive long-term business value. You'll work closely with Technical Account Managers, Application Developers, Quality Assurance, and leadership teams to ensure our clients receive exceptional service, proactive guidance, and technology roadmaps aligned to their business goals.   What You'll Do Lead and develop customer success programs that drive client retention, satisfaction, and long-term growth Coach and support Technical Account Managers, Application Developers, and Quality Assurance team members to achieve customer success objectives Oversee the creation and execution of client technology roadmaps aligned with business priorities and strategic goals Ensure Quarterly Business Reviews provide meaningful insights, business value, and actionable recommendations Establish and monitor customer health metrics, risk indicators, and reporting processes to proactively address concerns Partner with service, technical, sales, and leadership teams to support renewals, account growth, and client success Identify and communicate opportunities for service expansion, technology improvements, and additional value-added solutions Serve as an escalation point for complex client relationship and service concerns Lead customer reporting, executive dashboards, scorecards, and automation initiatives that support scalable customer success practices Use customer feedback, service trends, and business analytics to identify improvement opportunities and support data-driven decision-making Build trusted relationships with executive stakeholders and position Locknet as a strategic technology partner Stay current on managed services trends, customer success best practices, and emerging technologies that support client outcomes   What We're Looking For Bachelor's degree in Business, Information Technology, Computer Science, Management, or a related field; or an equivalent combination of education and experience 5+ years of experience in managed services, customer success, account management, service delivery, technology consulting, IT leadership, or a related field Experience leading teams, programs, or cross-functional initiatives Strong understanding of managed services operations, customer lifecycle management, technology roadmaps, and recurring revenue business models Experience working with customer relationships, service performance metrics, strategic planning, and business technology solutions   Preferred Qualifications Leadership experience within a Managed Services Provider (MSP) or technology services organization Experience with Power BI, reporting platforms, dashboards, CRM systems, or PSA tools Familiarity with ITIL, quality assurance frameworks, project management methodologies, cybersecurity, or compliance standards Experience supporting customer retention, contract renewals, account expansion, and growth strategies    Additional Qualifications Strong leadership, coaching, and team development skills Excellent communication and presentation skills, including the ability to engage executive audiences Strategic mindset with the ability to connect customer needs, business objectives, and technology solutions Strong analytical abilities and a data-driven approach to decision-making Ability to build trusted relationships with internal teams, customers, and executive stakeholders Continuous improvement mindset with a focus on scalable, measurable processes Exceptional customer service orientation and professional judgment    Why Join Locknet Managed IT? Competitive Benefits Package Including: 401(k) with 50% company match Medical, dental, and vision insurance Paid time off and paid holidays Flexible spending accounts Company-paid life and disability insurance Employee assistance program Professional development and training opportunities   Plus You'll Enjoy: The opportunity to shape and lead customer success strategy for a growing managed services organization A collaborative and innovative culture focused on customer outcomes Leadership visibility and influence across the organization Career growth opportunities within a respected technology company The chance to make a measurable impact on client success, retention, and business growth   About Locknet Managed IT Locknet Managed IT, an EO Johnson company, is a premier managed security and IT partner serving organizations across Minnesota, Wisconsin, Iowa, and Illinois. Built for leaders who carry risk, Locknet specializes in supporting regulated and high-stakes environments where security, compliance, uptime, and accountability are critical.  For more than 20 years, Locknet has helped banking, healthcare, and construction and engineering organizations reduce IT risk, eliminate blind spots, and replace internal complexity with shared ownership and proactive expertise. Locknet delivers integrated managed IT, cybersecurity, cloud services, compliance support, and end-user solutions designed to stand up to audits, incidents, and growth.  Audited to UCS/SOC 2 Type II standards and examined by the FFIEC, Locknet is trusted by clients and regulators alike for its consistency, responsiveness, and partnership-driven approach. Locknet exists to provide clarity, confidence, and peace of mind when failure is not an option. Learn more at www.locknetmanagedit.com.   Equal Employment Opportunity Locknet Managed IT is committed to providing equal employment opportunity to all applicants and employees regardless of their race, creed, color, religion, gender, age, national origin, disability, military service, protected veteran status, genetic information, sexual orientation, gender identity or any other characteristic protected by federal, state or local law. We are strongly committed to this policy and believe in the concept and spirit of the law.   Ready to help clients achieve more with technology? Apply today at Locknet Managed IT Careers and help us deliver exceptional client experiences and long-term customer success.