cLIENT SUCCESS MANAGER

Katalyst NG•Charlotte, NC

35d•Remote

About The Position

We are seeking a Customer Success Manager (CSM) to support Katalyst's small to mid-sized client segment. The CSM (SMB) role is ideal for someone with 3+ years of experience in customer-facing roles in information technology. At Katalyst, the CSM plays a critical role in ensuring exceptional service delivery for our services clients. As a key point of contact, the CSM collaborates closely with clients to address service-related needs, and resolve issues efficiently and effectively. Our CSMs work with a dedicated portfolio of clients, helping identify opportunities to maximize the value of our services. The CSM will track onboarding to prepare to guide clients post-onboarding, consistently monitoring the health of their environments, conducting Monthly/Quarterly Business Reviews (MBRs/QBRs), and ensuring alignment between technology investments and business goals through effective Success Planning. Katalyst CSMs are instrumental in supporting client satisfaction and long-term engagement through proactive communication and coordination. The role requires strong problem-solving skills, a client-focused mindset, and the ability to manage multiple priorities in a dynamic, fast-paced environment.

Requirements

3+ years in customer success, account management, IT support, or related field.
Excellent communication skills with the ability to present both technical and business-focused information clearly.
Strong team player with the ability to coordinate across technical and non-technical teams.
Highly organized with strong time management and follow-up skills.
Comfortable learning and discussing IT services, including networking, and cybersecurity solutions.
Analytical mindset to identify risks, uncover opportunities, and recommend improvements.

Nice To Haves

Experience with managed IT services, cybersecurity, or cloud infrastructure.
Familiarity with Managed Service Provider tools such as Autotask PSA, Salesforce, Smileback.
Understanding of general ITIL practices, service-level agreements (SLAs), and managed services delivery.
Exposure to cybersecurity concepts such as endpoint protection, firewalls, monitoring, and backups.

Responsibilities

Serve as the trusted advisor and primary point of contact for assigned clients (small to mid-size).
Build deep understanding of clients' business objectives, technology environments, and service expectations.
Conduct regular Monthly and Quarterly Business Reviews (MBRs/QBRs) to communicate value, highlight performance metrics, and identify improvement opportunities.
Ensure a seamless transition from onboarding through ongoing service delivery by collaborating with internal teams.
Partner with project managers, engineering, and account managers to deliver a consistent, high-quality client experience across all Katalyst service offerings.
Drive customer loyalty and long-term engagement by proactively managing client satisfaction, and services adoption.
Anticipate client challenges by monitoring service trends, response and resolution of SLAs, and recurring issues; escalate as needed to mitigate risk.
Collaborate with engineering teams to ensure client issues are resolved promptly.
Escalate service-impacting issues while keeping client and leadership teams informed.
Lead retention strategies through collaboration with various teams including sales, renewals, and leadership to demonstrate business impact, and drive account growth.
Support success planning to ensure alignment between client goals and Katalyst's managed infrastructure and security services.
Track and analyze client health metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), ticket resolution trends, SLA adherence and client engagement.
Review service utilization across network monitoring, cybersecurity, and O365 management to highlight ROI and value delivery.
Deliver executive-ready reports summarizing KPIs, business impact, and recommendations for improvement.
Provide internal reports to leadership on account health, client sentiment, risk, and service performance.
Partner cross-functionally with Sales, Engineering, and Project Management teams to ensure proactive service delivery, client alignment, and future opportunities.
Act as the "voice of the client" within Katalyst-advocating for service improvements, process efficiency, and innovative solutions.
Support internal initiatives aimed at driving operational excellence and strengthening the client experience.