Customer Success Manager, Professional Services

As a Customer Success Manager within Professional Services, you will lead the customer onboarding journey from contract signature through to the Kickoff call. Your core responsibility is to ensure that each new customer is fully prepared for project launch, both technically and logistically, as well as from a strategic alignment perspective. This includes verifying access requirements, coordinating schedules, and aligning internal resources with customer availability to avoid delays.

You will collaborate closely with Sales, Delivery, and CDW partner teams to align timelines and expectations, ensuring a smooth handoff into delivery. Success in this role depends on strong coordination skills, clear communication, and a proactive mindset to provide a consistent and high-quality experience for every customer.

This position is fully remote, with up to 10% travel as needed.

Responsibilities

• Manage the customer experience from contract signature through Project Kickoff, ensuring timely preparation and alignment across all teams involved
• Coordinate project start dates with customer availability and internal delivery capacity, working closely with the Operations team for resource planning
• Lead Welcome calls and serve as the primary point of contact during onboarding, maintaining ownership until the Project Manager takes over at the Kickoff call
• Work cross-functionally with Sales, Professional Services Delivery, CDW internal teams, and partner teams to streamline planning and eliminate blockers for service delivery
• Ensure all technical prerequisites are completed before the Project Kickoff call, including AWS access, stakeholder coordination, and internal resource scheduling
• For select customers, stay engaged from the first project Onboarding through the start of the following phases to provide customers with ongoing support and continuity
• Maintain accurate onboarding dates and customer records in Mavenlink, ClickUp, and CRM systems to track milestones and early engagement progress
• Communicate risks, issues, and customer feedback to internal teams to support improvements in onboarding and delivery
• Provide early-stage support for strategic customers and facilitate a smooth handoff to project and delivery teams
• Help reduce time-to-launch by identifying and resolving potential delays, contributing to more efficient revenue recognition
• Stay informed on Mission Cloud service offerings and how they connect to customer needs to better guide customer discussions

Requirements

• Experience working in customer success or a related function such as B2B sales, account management, or technical account management, preferably within technical consulting or SaaS industries
• Proven ability to manage multiple customer relationships, timelines, and priorities in a fast-paced, high-growth environment
• Strong communication and organizational skills, with comfort presenting to both internal stakeholders and external customers
• Familiarity with onboarding workflows and cross-functional collaboration in technical delivery environments
• Experience advocating for customers across teams to identify solutions, resolve blockers, and improve customer outcomes
• Proficiency with CRM platforms and presentation tools, including Google Slides or PowerPoint
• AWS Cloud Practitioner certification, or willingness to obtain certification within 60 days of hire
• Ability to travel up to 10%

Commitment to Diversity and Inclusion We are committed to diversity and inclusion. We value every individual’s unique story, experience, and perspective. We aim to amplify the voices of our team members and our community to create a safe, empathetic, and inclusive environment where everyone can contribute to one’s authentic self. Mission Cloud makes every effort to ensure that all employees are compensated fairly regardless of gender, ethnicity, race, or past salary history. We understand that fair compensation practices establish that diversity, fair hiring processes, and fair pay are part of who we are as a company and maintain positive employee morale. We use market data to define salary ranges for each role and regularly review compensation adjustments as needed based on salary range updates.

Mission Cloud is an Equal Opportunity Employer and participant in the U.S. Federal E-Verify program. Mission Cloud will consider qualified applicants with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.

Use of Artificial Intelligence (AI) Our company leverages Artificial Intelligence (AI) as a tool to enhance and streamline various aspects of the hiring process. By submitting your application, you acknowledge and consent to the use of AI technologies in activities such as resume screening, interview scheduling, note taking and other administrative functions. Please note that all hiring decisions are made by human reviewers in compliance with applicable laws and best practices.

About Mission Cloud Mission Cloud is an Amazon Web Services (AWS) Premier Consulting Partner and MSP. Clients depend on us to expertly and securely architect, migrate, manage, and optimize their cloud environments. Mission Cloud’s team of AWS Certified Solutions Architects and DevOps Engineers are ready to help you harness the full power of the AWS cloud to transform your business and operations.