Client Success Manager
About The Position
Lyra Technology Group is seeking a Client Success Manager for its operating company, 3Nines Technologies. The Client Success Manager owns post-sale client relationships, retention, and account growth for an assigned portfolio of managed services clients. The role combines relationship management with an understanding of clients’ businesses and IT environments, using regular business reviews and roadmap conversations to keep clients engaged, informed, and receiving value from the partnership. The position owns retention and expansion targets and works across service delivery, technical support, sales, engineering, and leadership to address client needs and identify growth opportunities. It is based in Oklahoma City, Oklahoma, and follows a hybrid work model. 3Nines Technologies provides strategic IT consulting, technology assessments, cybersecurity and compliance guidance, managed and co-managed IT, project support, cloud and backup solutions, vendor management, and help desk services to Oklahoma businesses.
Requirements
- At least 3 years of experience in Account Management, Client Success, Customer Success, Business Development, or a similar client-facing role.
- Ability to build and maintain executive-level client relationships.
- Strong communication, presentation, and interpersonal skills.
- Excellent organizational, planning, and time-management abilities.
- Ability to manage multiple client relationships simultaneously.
- Experience using CRM platforms such as HubSpot.
- Comfort initiating commercial conversations and identifying opportunities within existing client accounts.
Nice To Haves
- Experience in the Managed IT Services (MSP), IT Services, SaaS, or technology industry is strongly preferred.
- Experience with ConnectWise Manage and ConnectWise CPQ is preferred.
- Previous consultative sales or account growth experience is considered a strong asset.
Responsibilities
- Serve as the primary relationship owner for an assigned portfolio of managed services clients.
- Develop trusted relationships with executive stakeholders, business owners, and key decision-makers.
- Act as the primary contact for non-technical client communications and account-related matters.
- Advocate for clients internally while aligning client needs with company objectives and service delivery standards.
- Conduct Quarterly Business Reviews focused on business objectives, technology strategy, service performance, and future planning.
- Develop strategic account plans to increase client engagement, retention, and long-term value.
- Identify opportunities to expand client relationships through managed services, cybersecurity, Microsoft 365, cloud solutions, licensing, and professional services.
- Prepare proposals and coordinate solution recommendations with engineering and leadership teams.
- Manage contract renewals and renewal planning to maximize retention and minimize contract risk.
- Monitor client satisfaction, account health, and service adoption.
- Proactively address client concerns and coordinate internal resources to resolve issues before escalation.
- Partner with technical and operational teams to support successful service and project delivery.
- Maintain account documentation, opportunity tracking, and client activity in HubSpot and ConnectWise.
- Drive organic revenue growth through account expansion, cross-selling, and upselling.
- Understand client business objectives and identify technology solutions that can deliver measurable value.
- Collaborate with leadership to develop and execute account growth strategies.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
