Client Success Manager

Lyra Technology Group•Parsippany, NJ

3d•Onsite

About The Position

Lyra Technology Group is seeking a Client Success Manager for Strategic Micro Systems, one of its operating companies. The Client Success Manager owns post-sale client relationships, retention, and account growth, serving as a trusted partner in clients’ technology decisions. The role combines relationship management with knowledge of each client’s business and IT environment, and involves regular business reviews and roadmap conversations to help clients remain engaged, informed, and realize value from the partnership. The position owns retention and expansion targets for an assigned portfolio and works with service delivery, technical support, sales, engineering, and leadership to address client needs and identify growth opportunities. Responsibilities span client relationship management, strategic account planning, renewals, satisfaction and service adoption, issue coordination, documentation, and revenue development. Strategic Micro Systems, founded in 1998, is a New Jersey managed service provider and Microsoft Certified partner and Tier 1 Microsoft Cloud Solution Provider. It provides network support and cloud IT solutions, including business continuity and data protection services. This role is fully on-site in Parsippany, New Jersey. Targeted base compensation is $80,000, with total on-target earnings of $100,000.

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 Managed IT Services (MSP), IT Services, SaaS, or the technology industry.
Experience with ConnectWise Manage and ConnectWise CPQ.
Previous consultative sales or account growth experience.

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 point of 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 engagement, retention, and long-term client 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.
Address client concerns proactively and coordinate internal resources to resolve issues before they escalate.
Partner with technical and operational teams to support successful service and project delivery.
Maintain accurate 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.