Client Success Manager

The main responsibilities of a CLIENT SUCCESS MANAGER include:

• Client Relationship Management
  • Serve as contact for assigned accounts.
  • Build trust and credibility through consistent communication and delivery follow- up.
  • Educate clients on service offerings, tools, and engagement practices.

• Technical Subject Matter Expert
  • Perform IT reviews of servers, network, M365 and workstations.
    • Update IT Documentation.
    • Answer questions about client IT setup from Account Managers and Support Teams.

• Customer Experience & Satisfaction
  • Monitor client health and satisfaction using tools and reports.
  • Conduct regular check-ins and satisfaction reviews (monthly, quarterly, or as needed).

• Issue Escalation & Coordination
  • Collaborate with technical teams to address and resolve service issues.
  • Escalate critical concerns and ensure timely, high-quality resolution.

• Account Growth
  • Uncover new service opportunities through client conversations and usage insights.
  • Collaborate with Account Managers to expand client services where appropriate.

• Client Reporting & Communication
  • Prepare and deliver client performance reports, service usage data, and project updates.

• Communicate ongoing value of services delivered.

Requirements:

• 3+ years in technical account management, technical pre-sales, customer success, or technical support services preferably in IT, MSP, SaaS, or technical services.
• Excellent communication, relationship-building, and organizational skills.
• Ability to understand and communicate technical concepts clearly.
• Experience using CRM and ticketing system solutions.
• Proven ability to manage multiple accounts with varying levels of complexity.

It will also be favorable if you are knowledgeable in:

• Familiarity with MSP tools (PSA, RMM, documentation platforms)
• Good understanding of IT infrastructure and service delivery