Customer Success Manager

Job description

Customer Relationship Management Serve as the primary on-site contact for Ohio DRC stakeholders. Build and maintain trusted relationships with executive, operational, and technical leaders. Lead customer communications and ensure alignment on priorities, goals, and outcomes. Act as the voice of the customer within iT1 Nucleos. Program & Project Leadership Manage implementation, adoption, and ongoing success of the AchieveDXP platform. Track project milestones, deliverables, risks, issues, and dependencies. Facilitate status meetings, governance reviews, and executive business reviews. Coordinate internal and customer resources to ensure successful project execution. Customer Success & Adoption Develop customer success plans and adoption strategies. Monitor platform usage, customer feedback, and overall account health. Identify opportunities to improve adoption, engagement, and business outcomes. Support training, onboarding, and change management activities. Operational Excellence Coordinate incident management, support escalations, and enhancement requests. Partner with product and engineering teams to drive timely issue resolution. Communicate releases, platform updates, and service improvements. Cross-Functional Collaboration Work closely with Product, Engineering, Security, Support, Implementation, and Leadership teams. Help align customer priorities with platform capabilities and roadmap objectives. Support account planning, renewals, and strategic growth opportunities. Required Qualifications Bachelor's degree or equivalent combination of education and professional experience. 5+ years of experience in Customer Success, Account Management, Program Management, Professional Services, Consulting, or a similar client-facing technology role. Demonstrated success managing complex software implementations or digital transformation initiatives. Strong project management skills, including executive reporting, risk management, issue tracking, and stakeholder communication. Experience working with both business and technical audiences. Excellent written, verbal, presentation, and relationship-building skills. Self-starter with the ability to work independently and manage multiple priorities. Ability to travel throughout Ohio and maintain a regular onsite customer presence. Ability to meet customer site access, background screening, security, and confidentiality requirements as needed. Preferred Qualifications Experience working with government agencies, corrections organizations, public safety entities, or other highly regulated environments. Experience supporting SaaS solutions, digital experience platforms, portals, intranets, content management systems, or enterprise applications. PMP, CSM, ITIL, Prosci, or similar professional certifications. Familiarity with government procurement, accessibility standards, security practices, privacy regulations, and compliance requirements. What Success Looks Like Strong and trusted relationships with Ohio DRC stakeholders. Successful implementation and adoption of the AchieveDXP platform. High customer satisfaction and executive confidence. Effective management of risks, issues, and project commitments. Clear communication, strong account governance, and proactive problem solving. Ongoing identification of opportunities to enhance customer value and long-term partnership success. Job Location Onsite at client location Physical Demands Sit at a computer for up to 8 hours per day Keyboarding for up to 8 hours per day Near Vision (working with small objects or reading small print) Speaking (communicating information to clients / coworkers) Hearing Requirements (In person speech, telephone, other sounds) Occasional travel Benefits Medical, dental, and vision benefits with highly subsidized premiums Two weeks paid time off in your first year, with increasing PTO as tenure increases, and most major holidays off 401(k) Plan with employer match iT1 does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. At iT1 Nucleos, we help organizations transform the way they communicate, engage, and connect through our AchieveDXP platform. As the Customer Success Manager for the Ohio Department of Rehabilitation and Correction, you'll play a key role in driving adoption, delivering measurable outcomes, and supporting digital transformation initiatives that improve the experience of both administrators and end users across a large statewide organization. We are seeking an experienced Customer Success Manager to lead our relationship with the Ohio Department of Rehabilitation and Correction (Ohio DRC) , serving as the primary point of contact and strategic advisor for the AchieveDXP platform. Position Overview As the Customer Success Manager, you will own the day-to-day success of the Ohio DRC account, ensuring the successful implementation, adoption, support, and continuous improvement of the AchieveDXP platform. This role requires a highly organized and customer-focused professional who can build strong stakeholder relationships, coordinate cross-functional teams, manage complex initiatives, and drive measurable outcomes. You will serve as a trusted advisor to customer leadership while partnering internally with product, engineering, support, security, and implementation teams. This is a highly visible position with significant customer interaction and onsite presence throughout the state of Ohio.