Customer Success Manager (CSM)

Group: Customer Success & Growth

Company: Midlink Ltd

Reports to: VP of Customer Success & Growth

Executive Summary

Midlink Ltd is a premier AWS Business Partner and Reseller, dedicated to helping organizations leverage the power of the cloud to drive innovation. We are looking for a high-impact Customer Success Manager to join our Customer Success & Growth group.

In this role, you won’t just be managing accounts; you will be a strategic advisor. You will bridge the gap between our clients’ business objectives and the vast technical ecosystem of AWS. Your goal is to ensure our customers achieve maximum ROI, maintain healthy cloud consumption, and see Midlink as an indispensable partner in their digital transformation.

Key Responsibilities

• Relationship Management: Serve as the primary point of contact for a portfolio of accounts, building deep relationships with both technical leads and C-suite stakeholders.
• Strategic Growth: Identify opportunities for account expansion (upsell/cross-sell) by understanding the customer’s roadmap and aligning it with AWS services and Midlink’s professional services.
• AWS Optimization: Collaborate with customers to monitor AWS usage, providing insights on cost optimization (FinOps), performance efficiency, and security best practices.
• Retention & Renewals: Proactively manage the renewal cycle, identifying churn risks early and executing “save” plans to ensure long-term partnership.
• Onboarding & Adoption: Lead the post-sales transition, ensuring customers are successfully onboarded and are adopting the AWS features relevant to their business needs.
• Advocacy: Act as the “Voice of the Customer” internally, providing feedback to our technical and product teams to improve Midlink’s service offerings.

Candidate Requirements

Experience & Skills

• Customer-Facing Excellence: Minimum of 2 years in a Customer Success, Account Management, or Sales Engineering role within the SaaS or Cloud industry.
• AWS Knowledge: Strong foundational understanding of the AWS ecosystem (EC2, S3, RDS, Lambda, etc.). While you don’t need to be a Solutions Architect, you must be able to speak confidently about cloud value propositions.
• Business Acumen: Ability to translate technical AWS jargon into business outcomes (ROI, Time-to-Market, TCO).
• Problem Solver: A “get it done” attitude with the ability to navigate complex organizational structures to solve customer hurdles.

Preferred Qualifications

• AWS Certification: AWS Cloud Practitioner or Associate-level certification is a significant plus.

I WANT THIS JOB!