Client Success Manager
About The Position
Lyra Technology Group is seeking a Client Success Manager for Strategic Micro Systems. The role owns post-sale client relationships, retention, and account growth for an assigned portfolio of managed services clients. The Client Success Manager serves as a trusted partner in clients’ technology decisions, understands their business and IT environments, and maintains a disciplined cadence of business reviews and roadmap conversations to support engagement and value from the partnership. The position works cross-functionally with service delivery, technical support, sales, engineering, and leadership to meet client needs and identify expansion opportunities. Strategic Micro Systems, founded in 1998, is a managed IT service provider and Microsoft Certified partner and Tier 1 Microsoft Cloud Solution Provider. It provides network support, cloud IT solutions, business continuity, and data protection services to businesses. The position 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.
- Build 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 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 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 clients’ business objectives and identify opportunities for technology solutions to 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
Education Level
No Education Listed
