Customer Success Manager (CSM)

Job Description

Company: ICS, Inc.
Location: San Antonio - On-Site
Schedule: Monday – Friday, 8:00 AM – 5:00 PM
Compensation: Base Salary + Commissions Base pay Range 50K-55K + Commissions.

About Us:

ICS, Inc. is a leading provider of Managed IT Services (MIT) and VoIP solutions, dedicated to helping businesses optimize their technology infrastructure. We prioritize long-term client relationships and proactive support to ensure operational success.

Position Overview:

We are seeking a Customer Success Manager (CSM) to manage and grow relationships with 40-100 existing clients. This is a farming role, focused on client retention, upselling, and ensuring customer satisfaction rather than hunting for new business. The ideal candidate will have experience in MIT services and VoIP solutions, with a passion for providing top-tier customer service.

Key Responsibilities:

• Account Management: Serve as the primary point of contact for assigned clients, ensuring their ongoing success and satisfaction with ICS services.
• Retention & Growth: Identify opportunities to expand existing accounts by recommending additional services and upgrades.
• Customer Engagement: Conduct regular check-ins, OBRs (Operational Business Reviews), and strategic discussions to align IT solutions with client goals.
• Technical Understanding: Maintain a working knowledge of Managed IT Services and VoIP solutions to effectively communicate value propositions and address client concerns.
• Issue Resolution: Collaborate with internal teams to resolve client issues promptly and effectively.
• Revenue Growth: Drive account expansion through upselling and cross-selling, contributing to revenue targets.

Qualifications & Skills:

• 2+ years of experience in Customer Success, Account Management, or IT Sales (preferably in Managed IT or VoIP).
• Strong understanding of MIT services and VoIP technologies.
• Proven ability to manage multiple client accounts and maintain strong relationships.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to work independently while collaborating with sales and technical teams.
• Experience with CRM tools and reporting metrics is a plus.
• Helpful but not required: Knowledge of Sophos, Aruba Switches, Aruba Wi-Fi, Barracuda, Huntress Labs, Cisco Umbrella, Datto, Verkada, and Avigilon.

Why Join ICS, Inc.?

• Established Client Base: Manage an existing portfolio of clients, focusing on growth and retention.
• Lucrative Compensation: Base salary + commissions, rewarding performance and client expansion.
• Work-Life Balance: Monday–Friday, 8 AM – 5 PM schedule.
• Growth Opportunities: Join a growing company with room for career advancement.

If you're passionate about customer success, IT solutions, and revenue growth, we’d love to hear from you!

Apply Today!

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person

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