Customer Success Manager, Scaled

TierPoint is a company focused on providing technology services, and they are seeking a Customer Success Manager to own the renewal experience for a portfolio of approximately 500 customer accounts. The role involves conducting consultative renewal reviews, contributing to email campaigns, and managing renewals to drive customer retention and satisfaction.

Responsibilities:

• Lead consultative renewal review meetings with customers, helping them understand their contracts and optimize for the next cycle
• Partner with Solutions Engineering on complex technical renewals, expansion conversations, and risk escalation
• Manage approximately 165 renewals annually, converting opt-ins into successful renewals
• Consult on contract optimization by reviewing usage, identifying rightsizing opportunities, and ensuring maximum value
• Contribute to scaled email campaigns that drive customer opt-ins for renewal reviews
• Track opt-in rates, renewal conversion, GRR performance, and campaign effectiveness
• Navigate pricing discussions, contract terms, and renewal objections with confidence
• Identify expansion opportunities and orchestrate internal resources to pursue them

Requirements:

• Bachelor's Degree (or equivalent work experience)
• 2+ years in renewals, account management, or customer success in B2B technology services or SaaS
• Proven track record of hitting retention or renewal targets
• Consultative sales or customer engagement experience leading conversations about contracts, pricing, and value
• Financial and contract literacy to review agreements, understand pricing, and discuss terms confidently
• Strong analytical skills using data to prioritize, identify risk, and measure impact
• Excellent communication skills for explaining complex terms and building trust with customers
• Experience with Salesforce or similar CRM platforms
• Collaborative mindset working across Solutions Engineering, sales, and support teams
• Proficiency in MS Office Suite and Windows-based applications
• Experience in data center, managed services, infrastructure, or IT security industries
• Familiarity with HubSpot or marketing automation platforms
• Familiarity with ServiceNow or similar ITSM platforms
• Technical aptitude or curiosity about infrastructure, cloud, and enterprise IT environments