{"id":1501323,"url":"https://alion.io/job/spsglobal-customer-success-manager","title":"Customer Success Manager","company":{"id":1961541,"name":"SPS","domain":"spsglobal.com","url":"https://alion.io/company/spsglobal","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":125000,"max":150000,"currency":"USD","period":"year","gross":null,"usd_annual":150000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-09-11T23:05:40Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-22T10:17:26Z","board_verified":true,"closed_at":null,"days_open":40,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":40},"description":"Job Title: Customer Success Manager\nReports To: SVP, Strategic Accounts\nJob Overview:\nThe Customer Success Manager is responsible for managing, retaining, and growing relationships across a portfolio of existing B2B clients. This role focuses on customer satisfaction, renewals, account expansion, and add-on business. The Customer Success Manager serves as a trusted advisor to clients while partnering closely with Operations and other internal teams to support strong service delivery, resolve issues, and increase long-term client value.\nThe position is responsible for maintaining strong client relationships, understanding business needs, coordinating internal resources, supporting commercial activity, and ensuring that client commitments are addressed proactively and professionally.\nDuties and Responsibilities:\nCustomer Success & Relationship Management\nOwn day-to-day commercial relationships with a portfolio of existing B2B clients.\nBuild and maintain trusted relationships with key stakeholders, decision-makers, executive contacts, and other client representatives.\nServe as a primary point of contact for assigned clients regarding account-related needs, business priorities, and commercial matters.\nDevelop a strong understanding of client business objectives, organizational priorities, challenges, service expectations, and evolving needs.\nMonitor account health, customer satisfaction, service performance, and retention risks.\nLead or support regular account reviews and Quarterly Business Reviews (QBRs), including preparation of agendas, reporting, action items, and follow-up.\nProactively identify client concerns, risks, and opportunities and coordinate appropriate internal follow-up.\nPartner with Operations to address service concerns, develop effective solutions, and support recovery plans when issues arise.\nTrack commitments, action items, and next steps to ensure timely resolution and clear communication with the client.\nPromote a proactive, consultative approach to client engagement and identify opportunities to strengthen the overall customer experience.\nRenewals & Account Growth\nOwn the renewal process for assigned accounts, ensuring strong retention, timely planning, and effective coordination with internal stakeholders.\nMaintain awareness of contract terms, renewal dates, scope of services, pricing, and other commercial considerations affecting assigned accounts.\nIdentify and pursue add-on, upsell, and cross-sell opportunities within existing accounts.\nExpand relationships into additional departments, locations, services, and business units where appropriate.\nDevelop account plans that identify retention strategies, relationship priorities, expansion opportunities, and key actions.\nMaintain a qualified pipeline of expansion opportunities and provide accurate visibility into opportunity stages, timing, and probability.\nPartner with internal teams on pricing, proposals, Statements of Work (SOWs), renewals, amendments, and contract changes.\nCoordinate client requirements and supporting information for proposals and commercial activities.\nMeet defined customer retention, renewal, account-growth, and revenue objectives.\nTrack and report account growth activity and results, including retention, renewal, upsell, and cross-sell performance.\nInternal Partnership & Commercial Discipline\nPartner closely with Operations, Finance, Solutions, and leadership to deliver on client commitments and address account priorities.\nFacilitate communication between clients and internal stakeholders to ensure expectations, responsibilities, and timelines are understood.\nMaintain accurate CRM records, account plans, renewal dates, opportunities, activities, and forecasts.\nMaintain organized documentation related to account plans, commercial activity, client meetings, proposals, and renewals.\nProvide leadership with regular updates regarding account health, renewals, risks, client priorities, and growth opportunities.\nPrepare and communicate account information, business trends, and relevant client insights to support decision-making.\nCollaborate with internal teams to ensure account strategies are aligned with SPS capabilities, contractual obligations, and client expectations.\nSupport other client and commercial initiatives as assigned by leadership.\nCompetencies:\nProven ability to build and maintain strong relationships with B2B clients and key stakeholders.\nStrong consultative communication, presentation, and interpersonal skills, including the ability to engage executive-level contacts.\nCommercial mindset with the ability to identify customer needs and translate those needs into business opportunities.\nDemonstrated ability to support customer retention, renewals, upselling, cross-selling, and account expansion.\nStrong account planning, pipeline management, forecasting, prioritization, and organizational skills.\nAbility to conduct effective account reviews, QBRs, presentations, and executive-level client meetings.\nAbility to assess account health, identify risks, and proactively coordinate solutions with internal partners.\nAbility to work effectively with Operations, Finance, Solutions, and leadership without owning day-to-day service delivery.\nStrong business judgment and ability to balance client needs, contractual obligations, operational considerations, and commercial objectives.\nExcellent verbal and written communication skills.\nDemonstrated professionalism, discretion, responsiveness, and customer-service orientation.\nAbility to handle multiple projects simultaneously and deal positively with changing priorities.\nStrong attention to detail, follow-through, accountability, and time-management skills.\nAbility to work independently while collaborating effectively across functions and organizational levels.\nQualifications and Education Requirements:\nBachelor's degree or equivalent relevant experience.\n5-7 years of experience in Customer Success, Account Management, Client Services, Relationship Management, or a similar client-facing B2B role.\nProven success managing and retaining existing B2B customers.\nDemonstrated experience with renewals, upselling, cross-selling, or expansion of existing accounts.\nExperience conducting account reviews, QBRs, and executive-level client meetings.\nStrong commercial experience with account plans, pipelines, forecasts, and/or revenue-growth objectives.\nAbility to identify customer needs and translate business needs into appropriate client solutions or opportunities.\nAbility to partner effectively with Operations and other internal teams without owning day-to-day service delivery.\nExperience using CRM and account-management tools with a high level of accuracy and attention to detail.\nProficient in MS Office, particularly Outlook, Excel, and PowerPoint.\nDetail-oriented with strong analytical, organizational, communication, and problem-solving skills.\nAbility to work in person in the New York City headquarters offices and travel based on business needs.\nPreferred Experience:\nExperience in recurring revenue, managed services, technology, workplace services, professional services, BPO, staffing, facilities, or other B2B service environments.\nExperience managing multi-site, enterprise, or Fortune 500 clients.\nExperience working with Procurement, Operations, Facilities, HR, Real Estate, IT, Finance, or other business stakeholders.\nExperience managing complex client relationships involving multiple locations, service lines, departments, or stakeholder groups.\nDemonstrated ability to quantify retention, renewal, upsell, cross-sell, or account-growth results.\nExperience preparing business reviews, executive presentations, account plans, and commercial forecasts.\nPhysical Demands:\nFine and/or gross motor skills, including the ability to grasp, lift and/or carry objects.\nAbility to walk, bend, kneel, stand, and/or sit for an extended period of time.\nAble to speak, hear and communicate in person and virtually.\nAble to work on/off site and in a professional office or client environment.\nMust be able to handle conflict and work under deadlines/business demands.\nManual dexterity required for operating office machinery (computer, printer, copiers and other essential business equipment needed to complete job duties).\nPhysically able to talk on the phone and input data simultaneously on a computer.\nAbility to lift or move office materials or equipment as needed.\nSpecific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to distinguish differences in color when required by job duties.\nThe physical demands described are representative of those that must be met to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\nTravel: Some travel is required for this position. Approximately up to 25% based on business needs.\nOther Duties:\nThis job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.\nDuties, responsibilities and activities may change at any time with or without notice.\nCompensation: \nThe expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other job-related factors.\nVacancy Status:\nThis posting is for an existing vacancy.\nPay Range\n$125,000—$150,000 USD\nWHAT WE OFFER\nCareer Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.\nLearning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do.\nWe Recognize Talent: We offer a variety of recognition programs for all levels of employees.\nPaid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason.\nBonuses: Are available for employee and client referrals for current employees.\nBenefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts.Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.\n\nAbout SPS\nSPS is a global workplace solutions and business transformation company operating in more than 20 countries. Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.\nOur clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.\nAt SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.\nSPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.\nColorado only: We accept applications for an expected minimum of 5 days from the date it is...","description_format":"text","description_chars":13693,"description_truncated":true,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity","Growth opportunities","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-09-30T04:13:26Z"}],"visa":[],"liveness":{"score":31,"band":"fade","label":"Fading","p_open":1,"p_active":0.696,"p_room":0.45,"age_days":40,"expected_fill_days":24,"reasons":["conf:2","win:tail"],"computed_at":"2026-10-22T06:10:10Z"},"pay":{"stated_usd_annual":150000,"is_top_pay":true},"html_url":"https://alion.io/job/spsglobal-customer-success-manager","json_url":"https://alion.io/job/spsglobal-customer-success-manager.json","meta":{"generated_at":"2026-10-22T10:49:39Z","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":8248,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"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":1961541},"rest":"https://alion.io/mcp/rest/get_company?id=1961541"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fspsglobal-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%2Fspsglobal-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%2Fspsglobal-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/spsglobal-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fspsglobal-customer-success-manager"}]}