Customer Care Manager

**Position Summary** Dassian is creating a new first\-line leadership role to own the health of its existing customer base: renewals, support escalation, and Innovation Managed Services (IMS) usage. This is not a sales\-growth role. It is a retention, service\-quality, and account\-health role that sits between Dassian's Customer Success Managers and executive leadership, and it will govern how the Customer Success Manager role itself is run going forward. Compensation is deliberately structured with no commission on new sales, to keep this role focused on protecting existing revenue and enforcing contract scope rather than chasing bookings. **Key Responsibilities** **Team and Function Leadership** * Directly manage the Customer Success Manager team (currently two CSMs); set their goals, run their reviews, and coach them on account planning and renewal execution. * Establish and enforce a quarterly business review (QBR) cadence across the full account book; this was flagged as "a new goal this year" with no owner before this role existed. * Define the KPI set for the CSM function beyond price increases: retention rate, QBR completion, IMS utilization, and escalation resolution time. **Contract and Maintenance Scope Governance** * Serve as the first point of escalation for customers who are dissatisfied with a delivery or support answer, so those conversations stop routing directly to the CEO by default. * Hold the line on contract and maintenance scope: determine what is in\-scope support versus billable work, and document the decision and rationale each time. * Partner with Solutions Delivery to flag recurring scope\-creep patterns (e.g., customer\-driven unauthorized system changes) and build a standard response process for them. **IMS and Recurring Revenue Health** * Own usage enablement and reporting for all 7 current IMS accounts; today no one tracks or drives this, and one account has already failed to renew as a result. * Build a simple usage/health dashboard per IMS account and review it with each customer at least quarterly. * Flag renewal risk early and loop in the account's CSM and, where needed, executive leadership before a renewal date is at risk. **Cross\-Functional Coordination** * Coordinate with Solutions Delivery on ticket triage and routing between maintenance, IMS, and billable enhancement work. * Work with Sales/Client Relations on account expansion signals surfaced through care and usage conversations, without owning net\-new sales quota. * Represent the voice of the existing customer base in product and roadmap discussions. **Qualifications** * 5\+ years in customer success, support management, or account management in enterprise software, SAP, or GovCon/A\&D IT; direct people\-management experience required. * Comfortable being the person who says no to an out\-of\-scope customer request and holds that line professionally. * Working knowledge of SAP, managed services, or software maintenance/support models; deep SAP module expertise is a plus but not required. * Track record of building or running a QBR or account health\-review cadence. * Strong written and verbal communication; will regularly represent customer\-facing decisions to executive leadership. * Proficiency in Microsoft Office Suite and CRM/ticketing software. Job Type: Full\-time Pay: $115,000\.00 \- $130,000\.00 per year Work Location: Remote