Cloud Customer Success Manager

The Customer Success Manager, Channel Partner Portfolio is a senior individual contributor responsible for the strategic success, retention and expansion of Blue Mantis's most complex channel partner relationships, with an initial focus on a key national channel partner and the private equity–backed portfolio companies it serves. The role provides executive-level customer leadership, establishes scalable engagement and governance practices, and orchestrates cross-functional resources across Cloud, Security, Digital and Managed Services to drive measurable customer and commercial outcomes.

Responsibilities

Serves as the primary customer success contact for an assigned strategic channel partner and its end customers, delivering an exceptional client experience; Owns the customer success strategy and operating model for assigned strategic channel portfolios, establishing governance, engagement cadence, success measures and escalation frameworks; Collaborates with subject matter experts and cross-functional teams to drive operational efficiency, consistency, and standardization; Partners with the Blue Mantis CSAM team to present FinOps and CSP findings, translating cost and consumption insights into business terms and next steps; Develops executive-level relationships with channel partners and priority portfolio-company stakeholders, serving as a strategic advisor; Leads Executive Business Reviews and strategic planning sessions connecting customer business priorities to Blue Mantis capabilities and multi-year services roadmaps; Partners with Sales leadership to shape expansion strategy and influence qualified services pipeline across the portfolio; Owns portfolio health, retention and expansion strategy, using NPS, Net Retention, consumption, service performance and pipeline indicators; Brings the right specialists into customer conversations, such as Solution Architecture, Security, or Disaster Recovery and Business Continuity; Manages the partner rules of engagement, including relationship ownership and engagement models for CSP and non-CSP customers; Serves as a key liaison across Sales, Pre-Sales, Solution Architecture, the CSAM team, Technical Support, and Operations; Manages and coordinates customer escalations, addressing service delivery, quality, and customer experience concerns; Proactively engages clients to understand evolving business requirements and coordinates solutions for new or expanded services; Collaborates with channel partner account teams to develop and execute account plans for each portfolio company; Influences without direct authority, mobilizing internal teams and partners to deliver high-quality results; Maintains current knowledge of industry trends and evolving technologies across Cloud, Security, Digital, and FinOps, including Microsoft CSP programs and licensing; Evaluates business and operational processes and partners with support and operations teams to implement continuous improvements

Requirements

Minimum of five years of experience in Customer Success Management, Service Delivery Management, Account Management, or a comparable client-facing role, including at least three years with or within a Managed Services Provider (MSP); Experience working in a channel, partner, or distributor model, managing relationships where a partner sits between the service provider and the end customer; Working knowledge of FinOps principles and cloud financial management, sufficient to present CSP and FinOps readouts to business stakeholders; Strong analytical, problem-solving, and business judgment skills, including interpreting financial and operational data and translating findings into practical recommendations; Strong business acumen and strategic thinking, with the ability to align services with business needs; Demonstrated experience partnering with clients to develop business solutions, both during steady-state operations and through escalations or complex service issues; Proven experience optimizing workflows, identifying operational efficiencies, and implementing process improvements; Familiarity with Microsoft Cloud Solution Provider (CSP) programs, Microsoft licensing, and the Azure and Microsoft 365 ecosystem; Strong interpersonal, communication, and presentation skills, with the executive presence to lead business reviews; Demonstrated ability to prioritize initiatives, manage competing demands, and operate in a fast-paced environment; Proven track record of growing client accounts through consultative, value-based conversations

Nice to have

A bachelor's degree in Business, Technology, or a related field; FinOps Certified Practitioner certification; ITIL Foundation certification; Microsoft fundamentals certifications (such as AZ-900 or MS-900); Experience supporting private equity–backed companies or multi-entity customer portfolios