Client Success Manager

WEBIT Services•Naperville, IL

33d•$70,000 - $90,000•Hybrid

About The Position

The Client Success Manager (CSM) is the supportive relationship owner for the assigned MSP clients. This role ensures clients receive exceptional services by guiding them through onboarding, QBR preparation, renewals, invoice questions, and ongoing communication. The CSM also assists clients with placing orders, supports AR follow-up, and works closely with the vCIO and internal teams to ensure clients remain aligned, satisfied, and fully benefiting from the technology stack. This is a hybrid role blending relationship management, coordination, light financial follow-up and operational execution-all focused on maintaining strong, healthy client partnerships.

Requirements

2-4 years in client success, account coordination, customer service or MSP operations.
Excellent communications and relationship-building skills.
Strong organizational and follow-through discipline.
Comfort discussing invoices, billing questions, and AR follow-up in a client friendly way.
Proficiency in Microsoft 365.

Nice To Haves

MSP or IT background.
Experience with Autotask, ConnectWise, HaloPSA, or similar PSA.
Understanding of basic IT concepts (servers, networks, M365, cybersecurity).
Experience supporting QBR or account review process.

Responsibilities

Client Relationship Ownership
Support client relationship health and act as the main point of contact for administrative and strategic support needs.
Assist in onboarding coordination, ensuing new clients transition smoothly into service.
Assist with preparing for QBRs, gathering data, coordinating materials, and scheduling meetings.
Manage renewal conversations, tracking timelines and communicating upcoming contract, warranty and licensing events.
Provide proactive communication to clients regarding project updates, tickets, issues recommendations, and operational notices.
Client Support & Order Coordination
Assist clients with placing hardware, licensing, and accessory orders.
Coordinate quote approvals, procurement steps, delivery expectations, and order updates.
Track all order statuses and communicate proactively with clients to eliminate surprises.
Partner with Finance for invoice questions, billing adjustments. and payment concerns.
Billing, AR, & Invoicing Support
Follow up with clients on aging receivables in a professional, relationship-focused manner.
Assist clients with invoice-related questions and escalate discrepancies appropriately.
Monitor recurring billing to ensure accuracy and prevent confusion.
Client Success Enablement & Adoption
Drive adoption of key MSP Services, including SecureBIT, automation and standard stack tools.
Ensure clients fully understand and utilize the services they have purchased.
Monitor client satisfaction levels with sentiment indicators.
Escalate risk signals early to the vCIO's, Service Desk, Field Technicians, Projects, and Finance.
Internal Alignment & vCIO Support
Collaborate closely with the vCIO to support client roadmaps, QBR readiness, documentation, and strategic updates.
Maintain updated client records, scorecards, and successful playbooks.
Track and organize client recommendations, approvals, and follow-up tasks.
Ensure seamless communication between clients, Service Desk, Field Technicians, Projects and Finance.
Operational Coordination
Maintain structured client success processes:
Playbooks
Scorecards
QBR decks and renewal workflows
Track open tickets and engage with internal teams to ensure clients receive timely updates.
Assist with vendor renewals, warranty expirations, upcoming licensing changes, and other client-impacting events.
Support client onboarding/offboarding.