Client Success Manager

SOURCEPASS • Town of Huntington, NY

5d

About The Position

The Client Success Manager drives long-term client satisfaction, retention, and strategic partnership growth for Sourcepass’s key customer accounts. The role serves as the primary advocate and relationship owner for assigned clients, coordinating service delivery, onboarding, escalations, and strategic technology discussions to support exceptional client experiences, operational alignment, and customer loyalty.

The position works with client stakeholders and internal teams to coordinate client needs, resolve concerns, support account growth, manage opportunities, and maintain accurate account records. Up to 15–25% travel may be required for client meetings, onsite visits, or company events. Occasional work outside standard business hours may be required to support client needs or escalations. The position may involve hybrid, remote, and client-facing environments, as well as prolonged sitting and computer-based work.

Requirements

• Bachelor’s degree in Business, Information Technology, Communications, or equivalent professional experience.
• At least 3 years of experience in client success, account management, customer service, or a client-facing technology support role.
• Strong relationship management, communication, and customer service skills.
• Experience coordinating cross-functional teams and managing multiple client priorities in a fast-paced environment.
• Familiarity with Microsoft 365 products and cloud-based collaboration technologies.
• Strong organizational, presentation, and written communication abilities.
• Ability to analyze client needs, identify solutions, and coordinate appropriate internal resources.
• Strong problem-solving skills and ability to manage escalations and high-priority client concerns professionally.
• Proficiency with CRM or PSA platforms, Microsoft Office Suite, and collaboration tools.

Nice To Haves

• Experience within Managed Services, IT Services, or technology consulting environments.
• Certifications such as ITIL Foundation, Microsoft 365 Certified: Fundamentals, Microsoft Certified: Azure Fundamentals, or Microsoft Certified: Security, Compliance, and Identity Fundamentals.
• Experience leading client onboarding initiatives or customer transition processes.
• Familiarity with Microsoft licensing, cloud solutions, cybersecurity discussions, or managed IT service delivery models.
• Experience participating in executive-level client reviews, account planning, or strategic business discussions.
• Experience using PSA, CRM, or ticketing platforms such as Halo, ConnectWise, Salesforce, HubSpot, or similar systems.

Responsibilities

• Build and maintain trusted relationships with key client stakeholders to support customer satisfaction and long-term partnership success.
• Serve as the primary client advocate and strategic point of contact for assigned accounts, coordinating internal resources to address client needs, concerns, and opportunities.
• Lead onboarding activities for new clients, coordinating communication, training, expectations, documentation, and transition management.
• Drive proactive client engagement, including quarterly business reviews, tactical review meetings, satisfaction surveys, and strategic planning discussions.
• Manage and coordinate client escalations across internal departments, ensuring timely resolution and effective communication.
• Support account growth and retention by identifying opportunities for additional services, technology improvements, and strategic recommendations aligned with client goals.
• Coordinate client vendor relationships, including Microsoft-related services, licensing discussions, and third-party technology providers.
• Collaborate with Engineering, Service Delivery, Operations, and Sales teams to develop client solutions, project scopes, and service recommendations.
• Coordinate quotes, proposals, renewals, and open opportunities with client stakeholders and internal teams.
• Monitor client health and identify risks, concerns, or indicators of at-risk accounts for leadership awareness and action.
• Maintain accurate account documentation, CRM records, client communications, and account activity and engagement reports.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level