Customer Success Manager – Managed Services

i-Tech Support

11d•Remote

About The Position

We are a growing Managed Service Provider (MSP) focused on delivering proactive IT solutions and exceptional client experiences. As we continue to scale, we are seeking a highly organized, proactive, and client-focused professional to strengthen the customer experience across our Managed Services accounts. The Customer Success Manager (CSM) owns the operational customer experience and client lifecycle, ensuring consistent communication, coordination, and follow-through from new-client onboarding throughout the ongoing client relationship. The CSM works closely with the vCIO/Account Owner, Service Delivery, Help Desk, Project Services, Sales, Finance, and other internal teams to ensure client commitments are tracked, risks are identified, information remains current, and clients receive a consistent and well-coordinated experience. This is an ownership and follow-through role. The CSM is not expected to personally perform technical work, manage technology strategy, or sell solutions. Instead, they maintain visibility across the relationship, ensure the right people are engaged, drive appropriate next steps, and keep the client informed.

Requirements

Strong written and verbal communication skills.
Exceptional organization, prioritization, and follow-through.
Demonstrated customer-facing experience in a service-oriented environment.
Ability to independently manage multiple clients, priorities, deadlines, and commitments.
Strong professional phone, email, and meeting presence.
Ability to coordinate across departments and drive work toward completion without direct authority over every resource involved.
Experience using CRM, PSA, or similar customer/account management systems.
Strong judgment and problem-solving skills with the ability to determine appropriate next steps without requiring constant direction.
Strong attention to detail and commitment to maintaining accurate client information.

Nice To Haves

Experience within an MSP, IT services, SaaS, or technology services environment.
Previous Customer Success, Account Management, Service Delivery, or similar client-facing experience.
Working knowledge of IT services and terminology.
Experience with ConnectWise Manage.
Experience with HubSpot or another CRM platform.
Familiarity with ERP or billing/account-management systems; Acumatica experience is a plus.
Experience coordinating client onboarding, renewals, client communications, or account-management processes.

Responsibilities

Coordinate the client experience from new-client onboarding throughout the ongoing Managed Services relationship.
Own the customer-facing coordination of onboarding, including Sales handoff, client communication, milestones, documentation, internal coordination, client readiness, and transition into ongoing service.
Coordinate client offboarding when applicable, ensuring communication, documentation, internal coordination, and transition activities are handled professionally.
Maintain the master client list and ensure key client information remains accurate and current.
Coordinate across departments to ensure client lifecycle activities and commitments are completed on time.
Serve as the primary relationship coordination point for assigned clients while reinforcing established channels for technical support and service requests.
Maintain an appropriate communication and engagement cadence across assigned accounts.
Coordinate client meetings and ensure agendas, materials, decisions, action items, and follow-up are completed.
Maintain visibility into client concerns, significant service issues, and outstanding commitments.
Coordinate external client communications, including the monthly client newsletter, satisfaction surveys, service announcements, important updates, and other client-facing communications.
Ensure clients receive timely and appropriate communication when issues or commitments span multiple departments.
Monitor overall client health, engagement, satisfaction, and relationship risk.
Proactively identify signs of dissatisfaction, recurring concerns, service gaps, or other retention risks and coordinate appropriate action.
Coordinate client satisfaction surveys and monitor CSAT and customer sentiment trends.
Identify patterns in client feedback and communicate actionable insights internally.
Maintain visibility into escalated client concerns and ensure communication and follow-through continue through resolution.
Identify highly satisfied clients who may be appropriate for references, testimonials, case studies, referrals, or other advocacy opportunities.
Maintain the annual Managed Services renewal calendar, including renewal dates, notice periods, annual price increases, month-to-month agreements, and other key contract milestones.
Coordinate renewal preparation and client communication with the vCIO/Account Owner, Finance, and other appropriate stakeholders.
Assist with Microsoft 365 renewal activities, including coordination, client communication, and required follow-up.
Partner with the vCIO/Account Owner to proactively review month-to-month agreements and support conversion to longer-term agreements when appropriate.
Assist with client true-ups, user/license adjustments, service changes, and recurring account or pricing adjustments.
Coordinate client communication related to renewals, price adjustments, true-ups, service changes, and other account updates.
Maintain visibility into contract status and ensure required actions, approvals, and communications are completed on time.
Support retention through proactive communication and renewal readiness throughout the client relationship.
Help ensure clients understand the services and value included within their Managed Services relationship.
Identify situations where clients may not be fully utilizing or engaging with available services.
Coordinate with appropriate internal resources to improve client awareness and service adoption.
Identify gaps between client expectations and service delivery and ensure appropriate follow-up.
Partner with the vCIO/Account Owner to reinforce progress against client priorities and technology roadmap initiatives.
Support communication and adoption when new services, processes, tools, or client-facing changes are introduced.
Maintain awareness of existing-client opportunities and additional projects identified by the vCIO/Account Owner.
Track visibility and follow-through on significant opportunities that affect the overall client relationship.
Identify potential opportunities through client conversations, service trends, or unmet needs and route them to the vCIO/Account Owner.
Create or document opportunities for vCIO follow-up when appropriate.
Maintain awareness of significant client projects and their potential impact on the overall customer experience.
Maintain key customer profile and relationship information across Acumatica, ConnectWise, HubSpot, and other applicable systems, helping ensure information remains accurate and consistent.
Maintain current primary contacts, decision-makers, authorized contacts, billing/contract contacts, locations, and other key account information.
Maintain appropriate client activities, meeting notes, action items, renewal information, and customer-success records within CRM/PSA systems.
Maintain client communication and distribution lists as appropriate.
Help identify discrepancies between client agreements, services, licenses/users, account records, and billing information and coordinate review with the appropriate internal teams.
Support reporting related to client health, satisfaction, onboarding, renewals, retention, engagement, and account activity.
Represent the client perspective internally and help ensure the customer experience is considered when processes or services change.
Identify opportunities to improve onboarding, renewals, communications, account maintenance, and other client-facing processes.
Share recurring client feedback, concerns, and trends with leadership and Service Delivery.
Coordinate exit feedback or an offboarding survey when appropriate to help identify drivers of client loss and improvement opportunities.
Partner across departments to improve the consistency, accuracy, and quality of the overall client experience.