Customer Success Manager (MSP)
About The Position
Modern IT is a new kind of MSP — more intentional, more informed, more inspired. We put services over servers, training and trust over technology, and heartbeats over hardware, building IT ecosystems that foster calm, spur confidence, and move people forward. As a platform-centric MSP partnered with Microsoft and ConnectWise, we serve a global client base with a distributed team. Strategy only creates value when it's prepared, documented, tracked, and executed with precision. As our client base grows, our vCIOs can't personally hold every cadence, follow-up, and commitment in their heads. You make sure they don't have to - operationalizing Modern IT's strategic client engagement so every client gets a consistent, data-driven experience and our vCIOs stay focused on strategy. You are accountable for ensuring every client's strategic engagement is scheduled, prepared, documented, tracked, and executed on cadence - with zero dropped commitments.
Requirements
- 4+ years in an MSP environment or equivalent experience in a relevant field.
- Customer-service and client-management experience.
- Strong organizational, communication, and deadline-management skills, with concise executive-level documentation.
- Strong Excel and PowerPoint proficiency.
- A founding gate: you can show a cadence, queue, or reporting process you personally built or standardized and ran reliably — not just operated.
- On-call expectation: the employee is expected to be on a weekend on-call rotation to attend to client emergency incidents over weekends. This responsibility will be rotated across all local/hybrid employees.
Nice To Haves
- A bachelor's degree
- Experience supporting account strategy or vCIO teams.
- Experience coordinating procurement, vendor quoting, or renewals.
- Business acumen including familiarity with P&L, ROI, and TCO.
Responsibilities
- Keep 100% of clients scheduled within their engagement windows on a master QBR calendar.
- Triage the ticket queue daily, control aging, and make sure every commitment is captured within one business day.
- Build standardized decks and keep roadmaps and budgets current and on time.
- Turn standard and renewal needs into same-day quotes to Procurement; route larger Projects to the architect with a clean handoff.
- Deliver the monthly Client Health Dashboard and weekly KPIs on time, flagging risks to the vCIO.
- Maintain client and internal follow-ups -closing the loop, and support smooth new-client onboarding.
- Be on a weekend on-call rotation to attend to client emergency incidents over weekends.
Benefits
- Modern IT offers a comprehensive benefits package designed to support employee wellbeing, financial security, and work–life balance.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
