Customer Success Manager (Req#1262)
Eplusinc · Irvine, CA, San Ramon, CA · Posted Jun 10, 2026
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Overview
As a Customer Success Manager (CSM) you will be accountable for managing the customer experience and satisfaction of Services delivery to client accounts, within a defined area of the customer base, and you will be accountable for the overall service relationship. You will promote the continuous improvement of productivity, service quality and customer satisfaction by focusing on improving resilience and customer service through inventory management, managing expectations, customer account revenue and customer satisfaction objectives.
Your Impact
The essential functions of this position include:
Develop strong relationships and teams, both with external customers and internal constituents
Hold regular face-to-face client meetings, at least once every 4-6 weeks, with regular voice communications every 1-2 weeks, to ensure alignment
Advocate customer needs and issues cross-departmentally
Track and communicate customer satisfaction to all team members and coordinate recovery efforts, when needed
Establish a trusted, strategic partner relationship with each assigned client and drive continued value of our products and services
Lead and manage quarterly and/or semi-annual service business reviews
Coordinate and align with 3rd party ePlus strategic annuity services partners on day-to-day issues and service business reviews
Act as coordinator and customer advocate for difficult customer issues, including root cause analysis and a plan of corrective action in conjunction with engineering operations
Welcome and act as a point of contact and coordinator for clients during the onboarding process
Host go-live meetings with new customers; deliver signed start-of-service letters to billing contacts
Work with customers to maintain key customer information such as contracts, escalation lists and location information
Facilitate communications and handoffs for issues and concerns around non-managed services
Work with sales teams to maximize account growth opportunities, including identification of upsell opportunities within the existing account base
Manage handoff of upsell opportunities to the respective Business Development Executive and/or Account Executive for appropriate follow-up
Provide data for account reconciliation (change orders/true ups) on a quarterly basis
Provide necessary data in support of quotes and contracting of Change Orders
Motivate and mentor team members
Qualifications
Relevant degree and/or professional qualifications
ITIL v. 3 Foundations certification preferred
Minimum 3 – 5 years of experience in a client-facing position
Development and delivery of quality presentations
Working with or for an IT managed services organization / company
Able to work independently and as part of a fast-paced team environment
Strong people management skills with strong communication abilities
Strong client focus and high-level customer service expertise
Demonstrate depth of operational services management expertise
Strong development focus
Systems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support, etc.
Ability to travel to customer sites, typically within a 2-3 hour drive; overnight and air or train travel may be required on a limited basis
Position Specifics
The initial base salary range for this position is expected to be between $75,000 and $120,000 annually. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to the base salary, our compensation structure may include other components such as commissions and discretionary bonuses.
ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an offer of employment is extended. ePlus Benefits highlights can be viewed here .
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
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Who We Are
At ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results.
Corporate Values
Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.
Teamwork and employee participation: Collaboration and teamwork…