Customer Success Manager

Intega IT•Ottawa, ON

18d•Onsite

About The Position

As a Customer Success Manager, you will be the primary point of contact for a portfolio of clients, acting as a trusted advisor and ensuring they receive maximum value from our services. You will focus on relationship management, client retention, and identifying opportunities to enhance and expand services. This role is ideal for someone who understands IT services and enjoys combining customer experience with strategic account growth.

Requirements

1+ years of experience in account management, preferably in an MSP or IT services environment
Strong understanding of IT infrastructure, cloud (Microsoft 365, Azure), and cybersecurity concepts
Proven ability to manage multiple client relationships and drive account growth
Excellent communication, presentation, and interpersonal skills
Experience with CRM tools and sales/account management processes
Ability to translate technical concepts into business value

Nice To Haves

Experience in a Managed Services Provider (MSP) environment
Knowledge of ITIL or service delivery frameworks
Background in B2B sales or customer success
Certifications in Microsoft, cybersecurity, or sales methodologies

Responsibilities

Serve as the main point of contact for assigned client accounts
Build strong, long-term relationships with key stakeholders
Conduct regular check-ins, business reviews (Service Reviews), and strategic planning sessions
Identify upsell and cross-sell opportunities across IT services, cybersecurity, and cloud solutions
Ensure high client satisfaction and proactively address concerns
Manage renewals and contract lifecycle
Understand client business goals and align IT solutions accordingly
Collaborate with technical teams to develop tailored recommendations
Present roadmaps, proposals, and service improvements
Act as a liaison between clients and internal teams (Service Desk, Projects, vCIO)
Ensure timely resolution of issues and overall service delivery excellence
Monitor account health, performance metrics, and SLA adherence
Maintain accurate CRM records, forecasts, and account plans
Track revenue, opportunities, and customer engagement
Prepare reports and presentations for clients and leadership