Director of Client Success
About The Position
Lyra Technology Group is seeking a Director of Client Success for one of its operating companies, Two River Technology Group. The Director of Client Success is the post-sale owner of client relationships, retention, and account growth. This role blends relationship management with a working knowledge of the client's business and IT environment, running a disciplined cadence of business reviews and roadmap conversations that keep clients engaged, informed, and getting full value from the partnership. The Director of Client Success owns net revenue retention for an assigned book of business and works cross-functionally with service delivery, technical support, and sales to make sure client needs are met and expansion opportunities are identified early. Two River Technology Group is a fast-growing MSP serving compliance-driven small and mid-sized businesses in the finance, legal, nonprofit, and healthcare sectors. Based in Central NJ, they are on a mission to become the go-to IT partner in the region, and are looking for a driven Director of Client Success to help deepen client relationships and drive continued growth across their existing book of business.
Requirements
- 5+ years of experience in Account Management, Client Success, Customer Success, Business Development, or a similar client-facing role.
- Experience within the Managed IT Services (MSP), IT Services, SaaS, or technology industry is strongly preferred.
- Demonstrated ability to build and maintain executive-level client relationships.
- Strong communication, presentation, and interpersonal skills.
- Excellent organizational, planning, and time management abilities.
- Ability to successfully manage multiple client relationships simultaneously.
- Experience using CRM platforms such as HubSpot.
- Comfortable initiating commercial conversations and identifying opportunities within existing client accounts.
Nice To Haves
- Experience with ConnectWise Manage and Sales Builder is preferred.
- Previous consultative sales or account growth experience is considered a strong asset.
Responsibilities
- Serve as the primary relationship owner for an assigned portfolio of managed services clients.
- Develop trusted relationships with executive stakeholders, business owners, and key decision-makers.
- Act as the primary point of contact for non-technical client communications and account-related matters.
- Advocate for clients internally while ensuring alignment with company objectives and service delivery standards.
- Own and evolve the client success strategy and playbooks for Two River, standardizing account planning, QBR cadence, escalation paths, and renewal processes across the book of business.
- Set NRR (net revenue retention) and GRR (gross revenue retention) targets for the OpCo in partnership with leadership, and report progress against those targets on a regular cadence.
- Build repeatable, documented playbooks for onboarding, expansion, and renewal that can scale as the client success function grows.
- Partner with leadership on staffing and structure for the client success function as the book of business grows, including mentoring future Account Managers or CSMs.
- Conduct Quarterly Business Reviews (QBRs) focused on business objectives, technology strategy, service performance, and future planning.
- Develop strategic account plans designed to increase client engagement, retention, and long-term value.
- Proactively identify opportunities to expand client relationships through additional managed services, cybersecurity, Microsoft 365, cloud solutions, licensing, and professional services.
- Prepare proposals and coordinate solution recommendations in partnership with engineering and leadership teams.
- Manage contract renewals and renewal planning to maximize retention and minimize contract risk.
- Monitor client satisfaction, account health, and service adoption.
- Address client concerns proactively and coordinate internal resources to resolve issues before they escalate.
- Partner closely with technical and operational teams to ensure successful delivery of services and projects.
- Maintain accurate account documentation, opportunity tracking, and client activity within HubSpot and ConnectWise.
- Track and report key MSP client success metrics, including net revenue retention (NRR), gross revenue retention (GRR), renewal rate, QBR completion rate, and client satisfaction/CSAT scores.
- Drive organic revenue growth through account expansion, cross-selling, and upselling initiatives.
- Maintain awareness of each client's business objectives and identify opportunities where technology solutions can deliver measurable value.
- Collaborate with leadership to develop and execute account growth strategies.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
