Client Success Manager

ID Tech Solutions • Rockwall, TX

15h • Onsite

About The Position

The Client Success Manager is the primary owner of the client relationship — responsible for day-to-day communication, account health, retention, and organic revenue growth within an existing client portfolio. This role blends the coordination and relationship management of a traditional Account Manager, the health-monitoring and churn-prevention focus of a Client Success Manager, and the revenue instinct of a Business Development Manager — all applied exclusively within the existing client base. The right person for this role is equally comfortable running a quarterly business review, spotting an upsell opportunity from a support ticket, and owning a client health score end-to-end. They do not chase new logos — they make existing accounts grow.

Requirements

• 3+ years of experience in Account Management, Client Success, or a similar client-facing role
• Demonstrated ability to manage a portfolio of accounts and drive retention
• Experience identifying and closing upsell or expansion opportunities within existing accounts
• Strong communicator with the ability to translate technical and operational topics for clients
• Proficiency with CRM tools and health tracking platforms
• Highly organized with the ability to manage multiple accounts and priorities simultaneously

Nice To Haves

• Experience in managed services, SaaS, LaaS, or digital infrastructure
• Familiarity with server environments, site migrations, or technical onboarding processes
• Background working cross-functionally with technical, support, and delivery teams

Responsibilities

• Serve as the primary point of contact for an assigned portfolio of clients
• Conduct regular touchpoints and proactive check-ins to maintain strong relationships
• Coordinate and facilitate Quarterly Business Reviews (QBRs) in conjunction with TAMs.
• Manage escalations with awareness and professionalism — routing internally as needed
• Own internal follow-ups to ensure client commitments are met on time
• Own and maintain client health scores (CSAT, NPS, engagement signals)
• Identify at-risk accounts early and lead churn prevention efforts
• Build and manage structured feedback loops between clients and internal teams
• Track client satisfaction trends and report on portfolio health regularly
• Ensure clients are fully onboarded, activated, and realizing value from services
• Identify and pursue upsell and cross-sell opportunities within the existing client base
• Own Net Revenue Retention (NRR) targets — not responsible for net-new MRR from new clients
• Recognize and develop expansion opportunities such as new server provisioning or additional site onboarding for existing clients
• Build and manage an internal pipeline of account expansion opportunities
• Collaborate with technical and delivery teams to scope and propose expansion solutions

Benefits

• $75,000 - $90,000 base salary + performance bonus tied to NRR and retention metrics
• Health, dental, vision, 401k benefits
• PTO and paid holidays.
• Clear growth path toward Senior CSM, or Director of Client Success.
• Collaborative, client-first culture with direct access to leadership
• Ongoing training and professional development in client success and growth strategies

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees