{"id":1516198,"url":"https://alion.io/job/itential-customer-success-manager","title":"Customer Success Manager","company":{"id":1983850,"name":"Itential","domain":"itential.com","url":"https://alion.io/company/itential-com","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":54000,"max_usd":118000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":503},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Ansible","optional":false},{"name":"Confluence","optional":false},{"name":"Git","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false},{"name":"ServiceNow","optional":false},{"name":"Terraform","optional":false}],"status":"live","first_seen_at":"2026-09-24T18:35:10Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-12T02:21:27Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"Description\nJob Title: Customer Success Manager\nDepartment: Customer Success\nReports to: Director of Customer Success\nEffective Date: 06/30/2026\nAbout Itential\nItential is the leading platform for automation and orchestration within network and infrastructure domains. We enable enterprises and service providers to automate their operations through both deterministic and agentic orchestration - giving operators precise control where it is needed and intelligent automation where it is possible. Our platform - including FlowAI, FlowMCP, and our orchestration studio - is trusted by the world’s largest carriers, financial institutions, and enterprises to accelerate and de-risk their transformation journeys.\nAbout the Role\nItential is seeking a Customer Success Manager to join our Customer Success Team. In this role, you will serve as a strategic partner and trusted technical advisor to some of the world’s largest network operators, guiding them through multi-year automation transformation journeys on the Itential platform. You will own the full customer lifecycle, from onboarding through adoption, expansion, and renewal, building deep relationships with executive and operational stakeholders and ensuring customers realize continuous, measurable value from their investment.\nAs the voice of the customer, you will collaborate closely with Sales, Professional Services, Product, and Engineering to champion customer needs and drive a customer-centric culture at Itential.\nWhat You Will Do\nAs a Customer Success Manager, you are responsible for building and maintaining strong partnerships with Itential’s most strategic customers, driving adoption, retention, and measurable outcomes throughout the full customer lifecycle. This includes:\nServe as the primary strategic partner and trusted advisor to customers throughout the full lifecycle, from onboarding and adoption through expansion and renewal, with stage-appropriate engagement at each phase\nProactively establish, build, and maintain strong relationships with executive and operational stakeholders across each account, systematically capturing business objectives and ensuring customers achieve measurable value at every lifecycle stage\nCollaborate with Sales counterparts on account planning to align on customer objectives, identify expansion opportunities, and build a shared strategy for renewal and growth\nProactively escalate and drive resolution of technical and relationship risks by coordinating across Product Support, Professional Services, Engineering, and Product Management, serving as the customer’s internal advocate\nMaintain accurate, up-to-date account data in Salesforce and JIRA, including health indicators, risk flags, open opportunities, and engagement history, to ensure full visibility across internal stakeholders\nProactively drive customer enablement through structured onboarding activities and ongoing product adoption sessions, ensuring customers are advancing their maturity on the platform at each lifecycle stage\nServe as the primary point of coordination between customers and internal teams, proactively communicating status, managing expectations, and ensuring follow-through on commitments\nMonitor accounts for changes in product usage, objectives, personnel, financial conditions, or competitor involvement that may affect the customer’s ongoing use or satisfaction with Itential’s products or services\nIntroduce customers to new platform capabilities, features, and applications, drawing on cross-customer insights and product knowledge to surface what other organizations are building with Itential and how those patterns could apply to their environment\nProactively deliver product roadmap updates, release highlights, and new feature guidance to customers, framing capabilities in the context of their specific automation goals to drive continued platform adoption\nIdentify and qualify expansion opportunities, including new use cases, additional products, or broader platform adoption, and partner with Sales to progress them to commercial outcomes\nLead Executive Business Reviews (EBRs) independently, including preparation, facilitation, and follow-through on documented outcomes\nProactively manage at-risk accounts by identifying churn signals early, documenting root cause in Salesforce, and partnering with CS leadership on resolution strategies when needed\nRequirements\n3-5+ years in a Customer Success or customer-facing role, with at least 3 years of experience in a network, automation, or enterprise software environment\nTechnical background in networking, network automation, or IT, gained through formal education or hands-on professional experience\nDemonstrated track record of driving product adoption and measurable customer outcomes in a B2B enterprise environment\nAbility to build rapport with customer champions and work colleagues in a remote setting\nExceptional ability to communicate, identify risks, and proactively drive resolutions\nWorking knowledge of network automation concepts and technologies; familiarity with platforms such as the Itential Automation Platform (IAP), Ansible, Terraform, or Cisco NSO is strongly preferred. Ability to discuss integration patterns (ServiceNow, NETCONF/REST, Git-based workflows) and common automation use cases such as configuration compliance, change automation, and service provisioning\nKnowledge of IT key concepts (network management, infrastructure, software development, cloud computing, etc.)\nStrong time management, accountability, and personal organization\nExperience analyzing and optimizing existing processes in the Customer Success department\nStrong customer empathy and the ability to proactively surface and advocate for customer needs, translating feedback into actionable input for Product and Engineering\nExperience with the Microsoft Office Suite (Word, Excel, PowerPoint); Salesforce; JIRA; and Confluence\nGenuine enthusiasm for network automation and emerging technology, with the ability to translate complex concepts for audiences with varying levels of technical expertise\nPhysical Demands & Work Environment\nPhysical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.\nSitting: Constantly (6-8 hours per day) for computer work, meetings, and customer calls\nStanding/Walking: Occasionally for team meetings and customer presentations\nLifting: Occasionally lift/carry up to 15 pounds (project materials, equipment)\nVision: Constantly use close vision for computer work, documentation, and reporting\nHearing: Frequently for customer calls, team meetings, and stakeholder communications\nCommunication: Constantly communicate with customers, engineering teams, and executive management\nManual Dexterity: Constantly use hands/fingers for keyboard use and documentation\nWork Environment:\nLocation: United States\nNoise Level: Typical office or home office environment with frequent meetings and calls\nTravel Requirements: Up to 25% travel for customer meetings, Executive Business Reviews, and industry events\nSchedule: Standard business hours with flexibility for customer time zones\nTechnology: Salesforce, JIRA, Confluence, Microsoft Office Suite (Word, Excel, PowerPoint), and video conferencing software\nCompliance Statements\nADA Accommodation: Itential is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application, interview, and employment process. If you require accommodation to perform the essential functions of this position, please contact Human Resources to discuss available options.\nEqual Opportunity: Itential is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.\nEmployment at Will: Employment with Itential is at-will, meaning either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.","description_format":"text","description_chars":8257,"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":["Home office"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Information Technology","AI Agents"],"lifecycle":[{"event":"open","at":"2026-09-30T09:38:17Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 12 · green card filings: 2","filings_12m":12,"filings_prev_12m":4,"green_card_filings_12m":2,"median_offered_wage_usd":120357,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":64,"band":"ok","label":"Likely open","p_open":1,"p_active":0.709,"p_room":0.9,"age_days":17,"expected_fill_days":29,"reasons":["conf:4","win:mid"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/itential-customer-success-manager","json_url":"https://alion.io/job/itential-customer-success-manager.json","meta":{"generated_at":"2026-10-12T07:58:55Z","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":12780,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"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":1983850},"rest":"https://alion.io/mcp/rest/get_company?id=1983850"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fitential-customer-success-manager"},{"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%2Fitential-customer-success-manager"},{"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%2Fitential-customer-success-manager"},{"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/itential-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fitential-customer-success-manager"}]}