About the role
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<div><strong>Benefits:</strong></div>
<ul>
<li>401(k)</li>
<li>Competitive salary</li>
<li>Health insurance</li>
<li>Opportunity for advancement</li>
<li>Paid time off</li>
</ul>
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<div><strong>Overview</strong></div><div>The Customer Success Manager (CSM) is responsible for building strong client relationships, ensuring customer satisfaction, and driving long-term retention within a Managed Service Provider (MSP) environment. This role acts as the primary point of contact for clients, aligning IT services with business goals, identifying growth opportunities, and ensuring successful service delivery.<br><br>
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<strong>Key Responsibilities<br></strong><br>
</div><div><strong>Client Relationship Management</strong></div><ul>
<li> Serve as the primary liaison between clients and the MSP </li>
<li> Build and maintain long-term relationships with key stakeholders </li>
<li> Conduct regular check-ins, business reviews (QBRs), and strategic planning sessions </li>
<li> Ensure client expectations are met or exceeded </li>
</ul><div><strong>Customer Success & Retention</strong></div><ul>
<li> Monitor client health, satisfaction, and engagement </li>
<li> Proactively identify risks and mitigate churn </li>
<li> Drive adoption of services, tools, and best practices </li>
<li> Advocate for the client internally </li>
</ul><div><strong>Service Delivery Alignment</strong></div><ul>
<li> Work closely with technical teams (Help Desk, NOC, Engineering) to ensure high-quality service delivery </li>
<li> Translate technical issues into business impact for clients </li>
<li> Ensure SLAs and KPIs are consistently met </li>
</ul><div><strong>Account Growth & Strategy</strong></div><ul>
<li> Identify upsell and cross-sell opportunities (cloud, security, backup, compliance, etc.) </li>
<li> Assist clients in IT budgeting and roadmap planning </li>
<li> Align MSP services with client business objectives </li>
</ul><div><strong>Issue Escalation & Resolution</strong></div><ul>
<li> Act as an escalation point for client concerns </li>
<li> Coordinate internally to resolve issues efficiently </li>
<li> Ensure clear communication and follow-through </li>
</ul><div><strong>Reporting & Metrics</strong></div><ul>
<li> Track and report on customer success metrics (CSAT, NPS, retention rates) </li>
<li> Prepare and present reports during client meetings </li>
<li> Use PSA/CRM tools to maintain accurate account records </li>
</ul><div><strong>Required Qualifications</strong></div><ul>
<li> 3–5+ years of experience in Customer Success, Account Management, or IT Service Management </li>
<li> Experience working in an MSP or IT services environment (highly preferred) </li>
<li> Strong understanding of IT infrastructure, cloud services (e.g., Microsoft 365, Azure), and cybersecurity concepts </li>
<li> Excellent communication and relationship-building skills </li>
<li> Ability to manage multiple client accounts simultaneously </li>
</ul><div><strong>Preferred Skills</strong></div><ul>
<li> Familiarity with PSA tools (e.g., ConnectWise, Autotask) and RMM platforms </li>
<li> Experience with QBRs and IT strategy planning </li>
<li> Strong problem-solving and conflict resolution skills </li>
<li> Sales acumen for identifying growth opportunities </li>
<li> Project coordination experience</li>
</ul><div><strong>Work Environment</strong></div><ul><li>On-Site (5 Days a week in Office) - <strong>NO REMOTE or HYBRID OPTIONS</strong>
</li></ul><div> <strong>Compensation & Benefits</strong>
</div><ul>
<li>Competitive salary (based on experience)</li>
<li>Health insurance</li>
<li>Paid time off and holidays</li>
<li>Professional development and certification support</li>
<li>401(k) with company match (if applicable)</li>
</ul><div><strong>Why Join Us</strong></div><ul>
<li>Work with a collaborative and technically strong team</li>
<li>Exposure to diverse technologies and client environments</li>
<li>Opportunities for career growth within the MSP organization</li>
</ul>
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