Client Success Manager- TN

MapleTronics Computers•Columbia, TN

About The Position

The Client Success Manager is responsible for owning the overall client relationship, driving retention, and ensuring clients realize ongoing value from MapleTronics’ solutions. The CSM leads the business rhythm of assigned accounts, coordinates internal resources, and partners with the Technology Strategy Advisor (TSA) to deliver proactive planning and strategic guidance based on client segmentation.

Requirements

Relationship Leadership
Proven ability to build, deepen, and sustain executive-level relationships, serving as a trusted advisor and primary point of accountability.
Strategic Thinking
Ability to identify client business needs, connect technology solutions to outcomes, and guide prioritization and long-term planning.
Business Acumen
Strong understanding of business operations, financial drivers, budgeting cycles, and how technology investments support organizational goals.
Growth Through Value
Skilled at identifying expansion opportunities through insight, planning, and roadmap discussions.
Executive Communication
Clear, confident verbal and written communication tailored to decision-makers, including presenting recommendations and facilitating discussions.
Industry & Solution Knowledge
Solid understanding of Technology Service Provider (TSP) offerings, managed services, IT solutions, and industry trends impacting clients.
Influence & Negotiation
Ability to present value, guide decisions, and align stakeholders toward mutually beneficial outcomes.
Cross-Functional Leadership
Demonstrated ability to lead through influence, working effectively with sales, technical, and operations teams to deliver a cohesive client experience.

Responsibilities

Run the client cadence
Plan and complete the right touches for each client tier
Set expectations, send recaps, schedule the next step
Know and improve account health
Maintain a clear pulse on each client’s confidence and satisfaction. Know how they feel about service delivery, communication, and overall value.
Identify risks early and drive a plan before it becomes churn
Coordinate delivery and advocate internally
Pull in service/operations/professional services/ as needed
Make sure issues are resolved and commitments are met
Prevent or reduce escalations by clarifying “who owns what” and “by when”
Advance strategy: reviews, lifecycle, and roadmap
Lead/prepare Business & Technology Reviews (with TSA where appropriate)
Keep asset/lifecycle planning current (refreshes, risks, mitigation)
Move priorities forward based on client tier and maturity
Create growth through value (Solve-With)
Spot opportunities based on insights
Tie recommendations to business goals, budget cycles, and priorities
Advance next steps with the client and internal team