Customer Success Manager (Managed Services Provider)

Job Title: Customer Success Manager (Managed Services Provider)

Location: Onsite, Lahore

Company: Prime System Solutions

About Us: Prime System Solutions is a leading provider of tech-driven staff augmentation services tailored specifically for Managed Service Providers (MSPs). We help MSPs enhance their capabilities with skilled professionals, ensuring efficient service delivery for US-based clients. We are committed to delivering excellence in every client interaction and fostering long-term success through a customer-centric approach.

Job Summary: We are seeking a highly motivated Customer Success Manager with strong English communication skills and experience in the IT or tech sector. In this role, you will be responsible for managing relationships with our US-based MSP clients, ensuring their satisfaction, and helping them achieve their business goals through our services. The ideal candidate will have a strong background in customer relationship management, with a focus on the IT and tech industries, and a proactive approach to problem-solving.

Key Responsibilities:

• Build and maintain strong, long-term relationships with MSP clients in the US.
• Act as the primary point of contact for customers, understanding their business needs and ensuring they derive maximum value from our services.
• Develop and execute customer success strategies, ensuring high customer retention and satisfaction.
• Collaborate closely with internal teams (sales, operations, and technical support) to ensure seamless service delivery.
• Identify opportunities for upselling or expanding services based on client needs.
• Conduct regular check-ins, performance reviews, and business reviews with clients to assess satisfaction and areas for improvement.
• Troubleshoot client issues, working with the technical support team to resolve them efficiently.
• Provide insights and feedback to improve the overall customer experience and contribute to the continuous improvement of our services.

Requirements:

• Proven experience (3+ years) in a customer success, account management, or related role, preferably within the IT or tech sector.
• Excellent verbal and written English communication skills; experience working with US-based clients is a plus.
• Strong understanding of MSP business models, IT services, or related technologies.
• Ability to build strong client relationships and deliver exceptional customer service.
• Problem-solving skills and the ability to navigate complex client issues with professionalism.
• Proactive and self-motivated with the ability to work independently.
• Familiarity with CRM software and customer success tools is an advantage.

Why Join Us?

• Opportunity to work with a dynamic and innovative team in a rapidly growing sector.
• Collaborative and inclusive work culture with opportunities for professional growth.
• Flexible working arrangements.
• Competitive compensation and benefits package.