What are the responsibilities and job description for the Customer Success Manager position at 21st Century Software?
About our Business:
21CS is an international software development company, with major offices in Boston (MA), Morehead City (NC), Morristown (NJ), Stuttgart (Germany) and Perth (Australia).
We develop and maintain mainframe-based software products, partnering with leaders in the IBM Z industry, to service our global customer network. We provide innovative, modern solutions aimed at growing and revitalizing the IBM Z platform.
We have a talented team and provide a flexible and fun working environment. We encourage continued development of our team members, and as we are a growing company, our employees have many different career pathways available to them.
The Customer Success Manager (CSM) serves as a strategic partner and trusted advisor for 21CS clients, helping them maximize value from our products and services. While this role is not deeply technical, the ideal candidate is naturally curious, eager to learn, and capable of understanding how our solutions align with customer goals. The CSM works closely with clients, internal teams, and product experts to ensure smooth onboarding, continued success, and long-term satisfaction.
Key Responsibilities:
- Build strong relationships with client stakeholders, understanding their goals and how 21CS solutions can support them.
- Act as a connector between customers and internal teams (support, product, engineering) to resolve issues and enable success.
- Develop a foundational understanding of our platform and services to guide clients in using them effectively.
- Proactively monitor account health, usage, and engagement, identifying opportunities for growth or improvement.
- Contribute to customer onboarding, training sessions, and strategic reviews.
- Translate customer needs into clear internal feedback to help shape product development.
Qualifications:
- Strong interpersonal and communication skills, with a passion for customer engagement.
- Problem-solver with a desire to learn technical concepts and apply them in real-world contexts.
- Organized, self-motivated, and comfortable managing multiple accounts or priorities.
- Prior experience in customer success, account management, consulting, or technical support is a plus — but not required.
Desired Skills:
- Bachelor’s Degree or equivalent experience
- Solid MS Power Point skills
- Familiarity with MS Office suite of products
- Basic knowledge of the IBM Z mainframe and z/OS ecosystem
Education
Preferred: Bachelors or better but not a requirement
Although the role is based in Morehead City, NC, we encourage applicants from all geographical locations to apply.
Benefits and Perks:
Great modern office just minutes away from the beautiful beaches of the Crystal Coast and the Outer banks, easily accessible and close to a plethora of shopping and dining options. We offer a friendly, fun work environment and mentorship by experienced and highly skilled team members. We also support flexible working practices.
