Owns customer success, retention, and expansion for strategic channel partner portfolios and end customers. Leads governance, executive business reviews, escalations, account planning, and cross-functional service delivery across cloud, security, digital, and managed services. Interprets FinOps and CSP insights for stakeholders, identifies growth opportunities, and influences services pipeline. Requires strong customer leadership, business judgment, cloud financial management knowledge, and experience in managed services and partner models.
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.
This role sits at the center of a three-way relationship between Blue Mantis, our channel partners, and their end customers. Some customers purchase cloud through our CSP program, while others contract directly and are supported through partner-led programs. Across both groups, the CSM’s mandate is the same: be a trusted and consistent presence, understand each customer’s business priorities, and widen Blue Mantis’s services footprint across Cloud, Security, Digital, and Managed Services.
The role is a hybrid of a Customer Success Manager and a Cloud Services Account Manager (CSAM). The Blue Mantis CSAM team continues to deliver FinOps analysis and recommendations, while the CSM understands cloud financial management, CSP billing, and FinOps readouts well enough to lead monthly business reviews with confidence, interpret the findings for business stakeholders, and connect them to opportunities for additional value. The CSM is a generalist rather than a subject matter expert, bringing in the right Blue Mantis specialists as each customer’s needs emerge.
The CSM is sales-adjacent, listening for opportunities in every interaction and acting as a feedback loop to the Sales and Pre-Sales teams. Success is measured through Net Promoter Score (NPS), Net Retention, the number of partner customers actively engaged, services pipeline sourced or influenced, and growth in Blue Mantis services beyond CSP.
This role sits at the center of a three-way relationship between Blue Mantis, our channel partners, and their end customers. Some customers purchase cloud through our CSP program, while others contract directly and are supported through partner-led programs. Across both groups, the CSM’s mandate is the same: be a trusted and consistent presence, understand each customer’s business priorities, and widen Blue Mantis’s services footprint across Cloud, Security, Digital, and Managed Services.
The role is a hybrid of a Customer Success Manager and a Cloud Services Account Manager (CSAM). The Blue Mantis CSAM team continues to deliver FinOps analysis and recommendations, while the CSM understands cloud financial management, CSP billing, and FinOps readouts well enough to lead monthly business reviews with confidence, interpret the findings for business stakeholders, and connect them to opportunities for additional value. The CSM is a generalist rather than a subject matter expert, bringing in the right Blue Mantis specialists as each customer’s needs emerge.
The CSM is sales-adjacent, listening for opportunities in every interaction and acting as a feedback loop to the Sales and Pre-Sales teams. Success is measured through Net Promoter Score (NPS), Net Retention, the number of partner customers actively engaged, services pipeline sourced or influenced, and growth in Blue Mantis services beyond CSP.
Key Responsibilities
The CSM is also responsible for prioritization, escalation management, and the resolution of contract and operational issues for assigned customers. The role calls for a calm, clear-headed approach and a high level of emotional intelligence when working with customers, partners, and internal stakeholders.
- Serves as the primary customer success contact for an assigned strategic channel partner and its end customers, delivering an exceptional client experience across every interaction
- Owns the customer success strategy and operating model for assigned strategic channel portfolios, establishing governance, engagement cadence, success measures and escalation frameworks.
- Collaborates effectively 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 clear next steps for client stakeholders.
- Develops executive-level relationships with channel partners and priority portfolio-company stakeholders, serving as a strategic advisor on technology, cloud optimization and services strategy.
- Leads Executive Business Reviews and strategic planning sessions with channel partners and their customers connecting customer business priorities to Blue Mantis capabilities and multi-year services roadmaps.
- Partners with Sales leadership to shape expansion strategy and materially influence qualified services pipeline across the portfolio, acting as a continuous feedback loop on customer needs
- Owns portfolio health, retention and expansion strategy, using NPS, Net Retention, consumption, service performance and pipeline indicators to identify risk and growth opportunities.
- Brings the right specialists into each customer conversation, such as Solution Architecture, Security, or Disaster Recovery and Business Continuity, rather than relying on specialists to attend every review.
- Manages the partner rules of engagement, including relationship ownership and the different 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 to provide a seamless end-to-end customer experience.
- Manages and coordinates customer escalations, partnering with internal teams and stakeholders to address service delivery, quality, and customer experience concerns.
- Proactively engages clients to understand emerging and evolving business requirements and coordinates with internal stakeholders to develop solutions for new or expanded services.
- Collaborates closely with channel partner account teams to develop and execute account plans for each portfolio company, aligning business priorities and opportunities with Blue Mantis services to strengthen customer satisfaction, retention, and growth.
- Influences without direct authority, mobilizing internal teams and partners to deliver high-quality results in a fast-paced environment.
- 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 identify and implement continuous improvement opportunities.
- 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, including 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 understand and present CSP and FinOps readouts to business stakeholders.
- Strong analytical, problem-solving, and business judgment skills, including the ability to interpret financial and operational data, assess complex situations, and translate findings into practical recommendations.
- Strong business acumen and strategic thinking, with the ability to understand client objectives, identify priorities, and 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 and engage colleagues, clients, and stakeholders at all levels. - Demonstrated ability to prioritize initiatives, manage competing demands, and operate effectively in a fast-paced environment.
Proven track record of growing client accounts through consultative, value-based conversations that uncover new services opportunities.
Qualifications Preferred - A bachelor’s degree in Business, Technology, or a related field; FinOps Certified Practitioner, ITIL Foundation, or Microsoft fundamentals certifications (such as AZ-900 or MS-900); and experience supporting private equity–backed companies or multi-entity customer portfolios.
- Work Environment:
- Approximately 25% travel, including visits to partner and customer sites.
- Remote position based in the United States or Canada, with some office visits required.
- No physical requirements
Base Salary Range: $140,000 to $165,000
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of the work being performed by employees in this role. It is not intended to be a complete list of all responsibilities, duties, and skills required.
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of the work being performed by employees in this role. It is not intended to be a complete list of all responsibilities, duties, and skills required.
About
Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm Recognize.
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