{"id":3754158,"url":"https://alion.io/job/eplus-customer-success-manager-2","title":"Customer Success Manager","company":{"id":715782,"name":"ePlus","domain":"eplus.com","url":"https://alion.io/company/eplus-2","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":76,"open_postings":19,"ghost_share":0,"stale_share":0.947,"repost_share":0.053,"time_to_fill_p50_days":29,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Irving, United States","Houston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":75000,"max":120000,"currency":"USD","period":"year","gross":null,"usd_annual":120000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-11-04T14:55:19Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-08T06:04:10Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Overview\nAs a Customer Success Manager (CSM) you will be accountable for managing the customer experience and satisfaction of Services delivery to client accounts, within a defined area of the customer base, and you will be accountable for the overall service relationship. You will promote the continuous improvement of productivity, service quality and customer satisfaction by focusing on improving resilience and customer service through inventory management, managing expectations, customer account revenue and customer satisfaction objectives. \nYour Impact\nThe essential functions of this position include:\nDevelop strong relationships and teams, both with external customers and internal constituents\nHold regular face-to-face client meetings, at least once every 4-6 weeks, with regular voice communications every 1-2 weeks, to ensure alignment\nAdvocate customer needs and issues cross-departmentally\nTrack and communicate customer satisfaction to all team members and coordinate recovery efforts, when needed\nEstablish a trusted, strategic partner relationship with each assigned client and drive continued value of our products and services\nLead and manage quarterly and/or semi-annual service business reviews \nCoordinate and align with 3rd party ePlus strategic annuity services partners on day-to-day issues and service business reviews\nAct as coordinator and customer advocate for difficult customer issues, including root cause analysis and a plan of corrective action in conjunction with engineering operations\nWelcome and act as a point of contact and coordinator for clients during the onboarding process\nHost go-live meetings with new customers; deliver signed start-of-service letters to billing contacts\nWork with customers to maintain key customer information such as contracts, escalation lists and location information\nFacilitate communications and handoffs for issues and concerns around non-managed services\nWork with sales teams to maximize account growth opportunities, including identification of upsell opportunities within the existing account base\nManage handoff of upsell opportunities to the respective Business Development Executive and/or Account Executive for appropriate follow-up\nProvide data for account reconciliation (change orders/true ups) on a quarterly basis\nProvide necessary data in support of quotes and contracting of Change Orders\nMotivate and mentor team members\nQualifications\nRelevant degree and/or professional qualifications\nITIL v. 3 Foundations certification preferred\nMinimum 3 - 5 years of experience in a client-facing position\nDevelopment and delivery of quality presentations\nWorking with or for an IT managed services organization / company\nAble to work independently and as part of a fast-paced team environment\nStrong people management skills with strong communication abilities\nStrong client focus and high-level customer service expertise\nDemonstrate depth of operational services management expertise\nStrong development focus\nSystems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support, etc.\nAbility to travel to customer sites, typically within a 2-3 hour drive; overnight and air or train travel may be required on a limited basis\nPosition Specifics\nThe initial base salary range for this position is expected to be between $75,000 and $120,000 annually. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to the base salary, our compensation structure may include other components such as commissions and discretionary bonuses.\nePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an offer of employment is extended. ePlus Benefits highlights can be viewed here.\nIf hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.\nWho We Are\nAt ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results.\nCorporate Values\nRespectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.\nTeamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.\nWork/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.\nEmbracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.\nCommitment to Diversity, Inclusion and Belonging\nWe are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.\nePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work. \nPhysical Requirements\nWhile performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.\nBy embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.\nePlus maintains a California Consumer Privacy Act (CCPA) Privacy Notice on our Trust Center, available here: CCPA Privacy Notice.\nNotice to Recruiting Agencies: ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.","description_format":"text","description_chars":7080,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)","Systems Integrators","IT Resellers & VARs"],"lifecycle":[{"event":"open","at":"2026-11-04T16:23:51Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 2","filings_12m":2,"filings_prev_12m":6,"green_card_filings_12m":0,"median_offered_wage_usd":162500,"route":null,"cap_exempt":false,"checked_at":"2026-11-07T07:57:00+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":3,"expected_fill_days":29,"reasons":["conf:3","stale_co","velocity","win:early"],"computed_at":"2026-11-08T05:47:12Z"},"pay":{"stated_usd_annual":120000,"is_top_pay":true},"html_url":"https://alion.io/job/eplus-customer-success-manager-2","json_url":"https://alion.io/job/eplus-customer-success-manager-2.json","meta":{"generated_at":"2026-11-08T07:29:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16295,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":715782},"rest":"https://alion.io/mcp/rest/get_company?id=715782"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feplus-customer-success-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feplus-customer-success-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feplus-customer-success-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/eplus-customer-success-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feplus-customer-success-manager-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3754158}},{"tool":"search_jobs","arguments":{"company":"eplus.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3754158},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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