Senior Manager | Customer Success & Support

Marcum LLP is thrilled to announce that we are now part of CBIZ and CBIZ CPAs, a partnership that unites us with one of the nation's top accounting and advisory providers. As part of this new chapter, we are pleased to confirm that you'll still be working with the same dedicated team and receiving the same high-quality service you've come to rely on.

CBIZ, Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 21 major markets coast to coast.

Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.

We are seeking an experienced Senior Manager, Customer Success & Support to lead the implementation, delivery, and ongoing support of our AI platform across multiple commercial clients. This role will be instrumental in ensuring seamless customer onboarding, driving adoption, and building a world-class support function tailored for enterprise clients.

As a Senior Manager, you will design, implement, and scale customer support capabilities around our cloud-based AI platform while overseeing a team responsible for implementation, customer success, and technical support. You will work cross-functionally with Consulting, Product Development, Engineering, and Business Development to optimize the customer experience, ensuring long-term customer satisfaction, retention, and growth.

Essential Functions & Primary Duties

Implementation & Onboarding

• Oversee the end-to-end implementation process for customers, ensuring smooth AI platform deployment and adoption.
• Collaborate with Consulting team members to align implementation strategies with customer-specific business goals.
• Develop structured onboarding frameworks, including training programs, platform configuration best practices, and KPI-driven success plans.
• Ensure seamless transition from implementation to ongoing support, maintaining a high level of customer engagement and satisfaction.

Customer Success & Relationship Management

• Work closely with customers to identify and drive business outcomes with the A.I. platform, ensuring alignment with their long-term goals.
• Partner with Business Development to identify expansion opportunities, including upselling and cross-selling.
• Advocate for customers internally, working with Product and Engineering teams to shape roadmap priorities based on customer feedback.

Support Function Development & Oversight

• Design, build, and scale a customer support function to meet the needs of enterprise clients using our cloud-based AI platform, leveraging both on-shore and off-shore support team members.
• Define support tiers, escalation processes, SLAs, and service models, ensuring a balance between efficiency and customer satisfaction.
• Adapt a ticketing and knowledge management system to improve issue resolution times and customer self-service options.
• Develop and execute a proactive customer health monitoring strategy, using analytics to identify risks and optimize platform usage.
• Establish metrics and KPIs to measure support team performance, customer satisfaction, and platform reliability.
• Drive continuous improvement initiatives, ensuring support capabilities scale with platform growth and evolving customer needs.

Team Leadership & Development

• Lead, mentor, and develop a high-performing team across implementation, customer success, and technical support.
• Set clear KPIs for customer retention, satisfaction, and platform adoption, fostering a customer-first mindset within the team.
• Foster collaboration between implementation, support, and consulting teams to ensure seamless customer experiences.
• Provide regular training and development programs to enhance the team's expertise in cloud platform support and enterprise AI solutions.

Preferred Qualifications

• 10+ years of experience in customer success, professional services, or technical support operations, with a focus on cloud-based SaaS or AI platforms.
• Proven experience in designing, implementing, and scaling customer support capabilities for enterprise customers.
• Strong track record of leading enterprise software implementations, preferably in AI, machine learning, or cloud-based environments.
• Experience managing and developing cross-functional teams, including technical support, implementation, and customer success.
• Deep technical acumen in cloud platforms, APIs, and integrations, with the ability to bridge the gap between technical teams and business stakeholders.
• Strong problem-solving, communication, and stakeholder management skills, with experience engaging at executive levels.
• Hands-on experience with customer support platforms (Zendesk, ServiceNow, Salesforce), ITSM tools, and proactive support methodologies.
• Current experiences working with A.I. GPT / LLM models in a commercial setting, and adoption for the sake of business improvements
• Experience working in Professional Services or Customer Support Operations, with a focus on enterprise AI solutions.
• Knowledge of ITIL frameworks, service delivery management, and customer support best practices.
• Experience with customer health monitoring, predictive analytics, and proactive support strategies.
• Familiarity with Agile, Scrum, or other project management methodologies

Minimum Qualifications

• Bachelor's degree required
• 8 years experience in public accounting or related field
• 5 years supervisory
• Must have active CPA or equivalent certification
• Ability to manage all aspects of client engagements
• Ability to manage deadlines, work on multiple assignments and prioritize each assignment as necessary
• Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally
• Proficient use of applicable technology
• Must be able to travel based on business needs

The annual salary target for this job in this market is $120,000-$160,000. The specific compensation for this role will be determined based on the education, experience, and skill set of the individual selected for this position.

The compensation above is not representative of an employee's total compensation. Beyond income, you have access to: comprehensive medical and dental insurance, retirement savings, life and disability insurance, health care and dependent care reimbursement accounts, certification incentives, education assistance, referral program and much more.

The application window is anticipated to close on or before March 31st, 2025.

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