SageNet
About SageNet
SageNet
is a leading managed services provider specializing in connectivity, digital signage, and cybersecurity. The company connects, manages, and protects technologies and devices across widely distributed enterprises. SageNet’s collaborative approach empowers customers to achieve their core business objectives and enhances the world that connects us all.
What You’ll Do As a Customer Success Manager (CSM) for Managed Network Services & Digital Signage/Experience, you will own the customer relationship, drive monthly revenue retention and growth, cultivate strong client relationships, and ensure customers achieve the highest level of success and satisfaction with our network solutions and digital signage/experience products.
Major Duties and Responsibilities
Customer Excellence and Loyalty:
Own the customer relationship for managed network services and digital experience solutions, ensuring seamless onboarding, implementation, and ongoing success.
Work with clients to understand their specific needs related to network services, connectivity, and digital signage, tailoring solutions to deliver exceptional outcomes.
Proactively engage with customers through regular check‑ins, business reviews, and support, understanding their business goals and needs.
Advocate for the customer internally, working with technical, product, and support teams to resolve issues swiftly and improve processes for future engagements.
Continuously gather customer feedback on digital experiences and managed services, using insights to drive improvements in service delivery and satisfaction.
Anticipate challenges by reviewing data and feedback, identifying red flags that could impact experience or lead to churn.
Implement solutions to challenges promptly, ensuring timely responses and resolutions that maintain customer satisfaction.
Mitigate risks related to contract compliance, service adoption, and customer retention, keeping customer needs front and center.
Revenue Retention and Growth:
Own monthly revenue retention, focusing on reducing churn by addressing customer concerns and ensuring sustained value from network services and digital experiences.
Identify opportunities for upselling and cross‑selling additional services such as upgraded network solutions, enhanced digital signage packages, or advanced features aligned with customer goals.
Partner with sales teams to strategically expand existing accounts, ensuring alignment with customer needs and growth objectives.
Monitor service performance metrics (e.g., network uptime, signage engagement) to ensure customers receive optimal value and identify risks that could lead to churn.
Collaborate with financial, service delivery, and support teams to validate and ensure accurate invoicing, pricing, and costing.
Monitoring Performance and Contract Compliance:
Track and analyze customer usage of managed network services and digital signage, ensuring full compliance with contractual terms and performance standards.
Review usage and performance data to spot trends, identify challenges, and recommend solutions that improve performance and satisfaction.
Conduct Quarterly Business Reviews (QBRs) to align customer goals with service delivery, ensuring contractual obligations are met and providing data‑driven recommendations for improvement.
Proactively manage contracts, ensuring timely renewals and working with legal and finance teams to address billing or payment schedule issues.
Collaborate with technical teams to address performance issues and ensure high availability and reliability of network services and signage systems.
Continuously refine customer success processes, enhancing onboarding, engagement, and service delivery.
Key Metrics for Success:
Revenue Retention: Achieve and exceed monthly/annual retention targets by minimizing churn and driving additional revenue from upsells.
Customer Satisfaction (CSAT): Maintain or improve CSAT and loyalty metrics, particularly around network performance and digital experience outcomes.
Churn Rate: Proactively reduce churn by identifying and resolving issues related to network performance and digital signage effectiveness.
Upsell/Cross‑sell Revenue: Drive additional revenue by strategically identifying and closing upsell and cross‑sell opportunities for network and digital signage services.
Who You Are To perform this role successfully, you must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, education, and overall experience required.
Key Qualifications
Bachelor’s degree in Business, IT, or a related field.
Strong understanding of network solutions, digital signage platforms, and associated performance metrics.
Demonstrated ownership of customer relationships with a proven track record of driving satisfaction and retention in technical services.
Excellent communication and relationship‑building skills, focusing on delivering tailored customer solutions.
Familiarity with CRM/Office tools (e.g., Salesforce, Microsoft Office). SAP, ServiceNow, Smartsheet are a plus.
Experience in a managed services environment is highly desirable.
Key Competencies
Ownership and Accountability: Take full responsibility for the customer journey, owning outcomes and ensuring success of managed network services and digital signage deployments.
Customer‑Centric Mindset: Deliver outstanding service and value, tailoring solutions to meet customer needs and objectives.
Technical Acumen: Strong understanding of network services, connectivity solutions, and digital signage platforms.
Proactive Problem Solving: Anticipate and resolve performance issues before they impact the customer.
Data‑Driven Decision Making: Use KPIs and analytics to monitor service effectiveness, identify risks, and drive initiatives.
Location & Work Arrangement
Hybrid work environment: 2 mandatory all‑in days, 1 variable day, and 2 virtual days. Policies may be subject to change.
Business casual work environment.
Ability to work in a fast‑paced environment and manage multiple priorities.
Positive mindset; fearless to ask questions and challenge status quo.
Strong desire to work in a collaborative team‑driven environment.
Physical Requirements
Sit and/or stand for long periods.
Use of hands and fingers extensively.
Work on a computer 5–10 hours a day.
Classification & Position Type Exempt. Fulltime.
Travel Requirements Minimal travel, 5–10%.
Equal Opportunity Employer SageNet is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As a federal contractor, SageNet complies with Section 503 of the Rehabilitation Act and VEVRAA, including nondiscrimination, outreach, and recordkeeping obligations. SageNet does not engage in race‑, sex‑, or gender‑based affirmative action under Executive Order 11246, as those requirements were rescinded effective April 21, 2025. Reasonable accommodations are available as required by law.
Employment and Security Notice Employment with SageNet is at‑will and may be ended by either party at any time, with or without cause or notice. Job descriptions may be modified at any time. All employees must complete Security Awareness Training and follow SageNet’s Information Security Policy to protect company and customer data.
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is a leading managed services provider specializing in connectivity, digital signage, and cybersecurity. The company connects, manages, and protects technologies and devices across widely distributed enterprises. SageNet’s collaborative approach empowers customers to achieve their core business objectives and enhances the world that connects us all.
What You’ll Do As a Customer Success Manager (CSM) for Managed Network Services & Digital Signage/Experience, you will own the customer relationship, drive monthly revenue retention and growth, cultivate strong client relationships, and ensure customers achieve the highest level of success and satisfaction with our network solutions and digital signage/experience products.
Major Duties and Responsibilities
Customer Excellence and Loyalty:
Own the customer relationship for managed network services and digital experience solutions, ensuring seamless onboarding, implementation, and ongoing success.
Work with clients to understand their specific needs related to network services, connectivity, and digital signage, tailoring solutions to deliver exceptional outcomes.
Proactively engage with customers through regular check‑ins, business reviews, and support, understanding their business goals and needs.
Advocate for the customer internally, working with technical, product, and support teams to resolve issues swiftly and improve processes for future engagements.
Continuously gather customer feedback on digital experiences and managed services, using insights to drive improvements in service delivery and satisfaction.
Anticipate challenges by reviewing data and feedback, identifying red flags that could impact experience or lead to churn.
Implement solutions to challenges promptly, ensuring timely responses and resolutions that maintain customer satisfaction.
Mitigate risks related to contract compliance, service adoption, and customer retention, keeping customer needs front and center.
Revenue Retention and Growth:
Own monthly revenue retention, focusing on reducing churn by addressing customer concerns and ensuring sustained value from network services and digital experiences.
Identify opportunities for upselling and cross‑selling additional services such as upgraded network solutions, enhanced digital signage packages, or advanced features aligned with customer goals.
Partner with sales teams to strategically expand existing accounts, ensuring alignment with customer needs and growth objectives.
Monitor service performance metrics (e.g., network uptime, signage engagement) to ensure customers receive optimal value and identify risks that could lead to churn.
Collaborate with financial, service delivery, and support teams to validate and ensure accurate invoicing, pricing, and costing.
Monitoring Performance and Contract Compliance:
Track and analyze customer usage of managed network services and digital signage, ensuring full compliance with contractual terms and performance standards.
Review usage and performance data to spot trends, identify challenges, and recommend solutions that improve performance and satisfaction.
Conduct Quarterly Business Reviews (QBRs) to align customer goals with service delivery, ensuring contractual obligations are met and providing data‑driven recommendations for improvement.
Proactively manage contracts, ensuring timely renewals and working with legal and finance teams to address billing or payment schedule issues.
Collaborate with technical teams to address performance issues and ensure high availability and reliability of network services and signage systems.
Continuously refine customer success processes, enhancing onboarding, engagement, and service delivery.
Key Metrics for Success:
Revenue Retention: Achieve and exceed monthly/annual retention targets by minimizing churn and driving additional revenue from upsells.
Customer Satisfaction (CSAT): Maintain or improve CSAT and loyalty metrics, particularly around network performance and digital experience outcomes.
Churn Rate: Proactively reduce churn by identifying and resolving issues related to network performance and digital signage effectiveness.
Upsell/Cross‑sell Revenue: Drive additional revenue by strategically identifying and closing upsell and cross‑sell opportunities for network and digital signage services.
Who You Are To perform this role successfully, you must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, education, and overall experience required.
Key Qualifications
Bachelor’s degree in Business, IT, or a related field.
Strong understanding of network solutions, digital signage platforms, and associated performance metrics.
Demonstrated ownership of customer relationships with a proven track record of driving satisfaction and retention in technical services.
Excellent communication and relationship‑building skills, focusing on delivering tailored customer solutions.
Familiarity with CRM/Office tools (e.g., Salesforce, Microsoft Office). SAP, ServiceNow, Smartsheet are a plus.
Experience in a managed services environment is highly desirable.
Key Competencies
Ownership and Accountability: Take full responsibility for the customer journey, owning outcomes and ensuring success of managed network services and digital signage deployments.
Customer‑Centric Mindset: Deliver outstanding service and value, tailoring solutions to meet customer needs and objectives.
Technical Acumen: Strong understanding of network services, connectivity solutions, and digital signage platforms.
Proactive Problem Solving: Anticipate and resolve performance issues before they impact the customer.
Data‑Driven Decision Making: Use KPIs and analytics to monitor service effectiveness, identify risks, and drive initiatives.
Location & Work Arrangement
Hybrid work environment: 2 mandatory all‑in days, 1 variable day, and 2 virtual days. Policies may be subject to change.
Business casual work environment.
Ability to work in a fast‑paced environment and manage multiple priorities.
Positive mindset; fearless to ask questions and challenge status quo.
Strong desire to work in a collaborative team‑driven environment.
Physical Requirements
Sit and/or stand for long periods.
Use of hands and fingers extensively.
Work on a computer 5–10 hours a day.
Classification & Position Type Exempt. Fulltime.
Travel Requirements Minimal travel, 5–10%.
Equal Opportunity Employer SageNet is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As a federal contractor, SageNet complies with Section 503 of the Rehabilitation Act and VEVRAA, including nondiscrimination, outreach, and recordkeeping obligations. SageNet does not engage in race‑, sex‑, or gender‑based affirmative action under Executive Order 11246, as those requirements were rescinded effective April 21, 2025. Reasonable accommodations are available as required by law.
Employment and Security Notice Employment with SageNet is at‑will and may be ended by either party at any time, with or without cause or notice. Job descriptions may be modified at any time. All employees must complete Security Awareness Training and follow SageNet’s Information Security Policy to protect company and customer data.
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