Customer Success Manager

Customer Success Manager (CSM)

Are you a relationship builder with a passion for technology and helping clients thrive? TestPros is seeking a highly motivated and client-focused Customer Success Manager (CSM) to join our dynamic team. In this pivotal role, you will be instrumental in ensuring our Commercial and State/Local Government customers achieve maximum value from our comprehensive IT Services solutions. You’ll nurture relationships, drive service delivery excellence, and act as a trusted advisor, fostering long-term partnerships and repeat business.

About TestPros

Since 1988, TestPros has been a trusted partner delivering innovative Information Technology (IT) technical support services. We serve a diverse base of Commercial and U.S. Federal, State, and Local Government clients across the continental USA. Our expertise spans crucial areas including Cybersecurity, Zero Trust, Resiliency, comprehensive Compliance Assessments (like CMMC, NIST SP 800-171, NIST 800-53 ATO), Software Testing & Assurance, Section 508 & WCAG Accessibility, Independent Verification and Validation (IV&V), and more. At TestPros, we are dedicated to applying independent IT assessment solutions to solve critical challenges and make lives better, safer, and more secure.

The Opportunity: Driving Client Success

This isn’t just an account management role; it’s an opportunity to be a key player in a growing small business environment. You will wear multiple hats, acting as a central point of coordination between clients, our technical experts, and our business development efforts. We need a self-starter with a strong work ethic and a thirst for knowledge who can seamlessly blend client relationship management with technical understanding and project oversight. If you thrive in a fast-paced, collaborative setting and want to directly contribute to client satisfaction and company growth, this is the role for you.

What You’ll Do (Key Responsibilities)

• Client Relationship Management: Cultivate and strengthen trusted, long-term relationships as the primary point of contact for assigned clients.
• Service Delivery Excellence: Ensure the successful delivery of consulting services and projects by collaborating closely with TestPros technical experts and leading client status meetings.
• Technical Scoping & Requirements: Conduct detailed technical scoping and requirements reviews with client stakeholders to accurately define project needs.
• Compliance Guidance: Help clients navigate and align their IT initiatives with essential compliance frameworks, including Section 508/WCAG Accessibility, NIST 800-171/CMMC 2.0, NIST 800-53 ATO, PCI, and HIPAA.
• Growth Identification: Proactively identify client needs and support the development of new opportunities within your accounts.
• Technical Sales Support: Provide valuable technical support throughout the consultative sales process, contributing your expertise to proposals and solution discussions.
• Operational & Account Support: Manage customer contacts and fulfillment processes utilizing tools like HubSpot CRM, prepare meeting materials, support account planning, and ensure timely responses to inquiries.

What You’ll Bring (Qualifications)

Required Skills & Experience:

• U.S. Citizenship is required. Applicants selected will be subject to a security background investigation and may need to meet eligibility requirements for access to classified information.
• Proven experience in Customer/Account Management or a technical sales support role, ideally within the IT services sector.
• Exceptional client communication, relationship-building, and responsiveness skills.
• Ability to elicit and document customer requirements effectively.
• Experience working effectively in a small business environment.
• High proficiency with Microsoft Office suite (Word, Excel, PowerPoint, SharePoint), including advanced features in Excel (pivot tables, analysis).
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• A strong ability and eagerness to learn new technologies, practices, and company processes (including scoping, pricing, and proposal contribution).

Bonus Points (Nice-to-Have):

• Knowledge and/or experience in one or both of the following disciplines:
  • IT Security (specifically, NIST 800-171/CMMC and NIST 800-53)
  • IT Accessibility (specifically, Section 508, WCAG, ADA)
• Experience with CRM systems, particularly HubSpot.
• Experience contributing to or writing technical proposals.
• Ability to write or contribute to technical social media content.
• Bachelor’s Degree in Computer Science or a related technical discipline, or an equivalent combination of education, professional training, or work experience.

Why TestPros?

Join a close-knit, friendly corporate culture that values personal career development. At TestPros, you’ll have access to senior leadership without micromanagement, allowing you to take ownership and grow. We offer a competitive salary and a comprehensive benefits package for full-time employees, including:

• Medical, Dental, & Vision Insurance
• Life & Disability Insurance
• Paid Time Off (PTO) & Paid Holidays
• 401(k) Retirement Plan with Company Match
• Opportunities for Professional Growth & Development
• Cell Phone Discounts
• And much more!

Experience Level

Mid Level

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, or disability. VEVRAA Federal Contractor.

“