Customer Success Manager

Overview

As a Customer Success Manager, you are a customer facing strategic partner responsible for guiding clients through their lifecycle and ensuring customers achieve maximum value from our solutions. You will guide clients through onboarding, training, and adoption, while proactively monitoring usage and mitigating risks throughout their lifecycle. By building strong relationships and collaborating across teams, you will help drive renewals, identify growth, upsell and cross-sell opportunities, and deliver an exceptional customer experience.

You will execute some contract renewals and supply sales. This position is ideal for someone who thrives on problem-solving, data-driven insights, and creating long-term customer success in a customer facing role.

• Oversee onboarding of new clients or new products and services (delivery, installation follow-up, and product training, first invoice reviews) to ensure smooth onboarding and adoption.
• Track usage patterns, optimize service plans, and implement adoption strategies for assigned accounts.
• Identify upsell and expansion opportunities.
• Monitor account health to identify and mitigate risks related to billing, contracts, adoption, collaborating with Administration, Service and Sales for resolution.
• Lead timely renewal conversations and implement account growth tactics, ensuring retention while driving incremental revenue through targeted expansion opportunities.
• Create and manage cases in Salesforce for inbound inquiries; monitor, escalate, and close the loop to maintain customer satisfaction.
• Flag systemic issues and recurring blockers to process owners; contribute to process improvement initiatives.
• Assist with CRM and system integration projects to improve data flow and enhance customer experience.
• Build strong relationships and collaborate cross-functional with Sales, Administration, Service, and other teams to remove friction and deliver a unified customer experience.
• Participate in regular account reviews, customer health scoring, and feedback surveys to drive continuous improvement.

• Bachelor’s degree in Business, Communications, or related field, or equivalent experience.
• 4+ years of experience in Customer Success, Account Management, Sales, or a related client-facing role, with a strong understanding of sales processes and customer engagement strategies.
• Proficiency with Salesforce CRM and case management tools.
• Strong analytical skills with ability to interpret usage data and develop actionable strategies.
• Excellent communication and collaboration skills for cross-functional teamwork.

Konica Minolta Business Solutions offers IT services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. The company focuses on digital transformation and a connected workplace strategy.

Konica Minolta is an equal opportunity employer and participates in affirmative action programs.

Konica Minolta is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, religion, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, veteran status, or any other characteristic protected by applicable law.