[Hiring] Cloud Customer Success Manager @Blue Mantis

Role Description

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.
• 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
• Growth in Blue Mantis services beyond CSP

Qualifications

• 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.

Requirements

• 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.

Benefits

• Base Salary Range: $140,000 to $165,000
• 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.