Customer Success Manager

The Customer Success Manager (CSM) ensures that Solvaria’s clients receive exceptional service and value from our technical consulting teams. This role bridges Account Management, Technical Leadership, and Delivery Operations — facilitating coordination, maintaining visibility on client health, and ensuring that commitments are met without micromanaging technical experts. The CSM’s ultimate goal is to strengthen client satisfaction, team collaboration, and operational consistency while upholding Solvaria’s reputation for customized, high-touch service.

Primary Responsibilities

Lead client check-ins and monitor satisfaction, budgets, and task progress.
Coordinate team coverage and resource alignment with Technical Leads and Account Managers.
Maintain visibility on project and support activity and ensure timely follow-up on SLAs.
Collaborate with Technical Leadership to document and maintain delivery standards.
Partner with Account Management and Technical Leadership to align client expectations with delivery
capability.

Core Objectives

Maintain proactive communication with clients, ensuring deliverables, timelines, and budgets are met.
Streamline internal communication between AMs, Technical Leadership, and DBAs.
Track service usage, SLAs, and engagement quality; flag risks early and propose resolutions.
Standardize and document repeatable delivery practices without undermining flexibility for custom
client solutions.
Operate as a facilitator and advocate — not a manager — empowering the technical team while
ensuring client confidence and satisfaction.

Success Measures

High client satisfaction and retention rates.
Efficient delivery with minimal missed deadlines or SLA breaches.
Clear, documented engagement processes.
Positive collaboration across AM, TL, and DBA roles.

5+ years in IT service delivery, customer success, or technical account management.
Familiarity with database administration, managed services, or cloud operations.
Strong communication, organization, and conflict resolution skills.
Experience with project management and time-tracking tools such as Harvest or Jira.

Key Competencies

Technical Literacy: Understands IT and database environments enough to communicate effectively.
Client Relationship Management: Skilled in communication, expectation management, and
follow-through.
Organizational Excellence: Strong coordination and documentation skills.
Diplomacy & Emotional Intelligence: Balances accountability with empathy and autonomy.
Analytical & Continuous Improvement: Identifies inefficiencies and drives measurable improvements.

Cultural Expectations

Treat consultants as individual experts, not interchangeable resources.
Operate with humility, curiosity, and respect for technical depth.
Prioritize client success while protecting team well-being.
Model Solvaria’s commitment to professional excellence, integrity, and collaboration.

The Customer Success Manager is a bridge-builder who connects clients, consultants, and leadership through clarity, communication, and care. Success will be measured not only by metrics, but by the trust and collaboration built across Solvaria’s ecosystem.

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All Careers

Customer Success Manager

Primary Responsibilities

Core Objectives

Success Measures

Key Competencies

Cultural Expectations

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