Client Success Manager

This is a hybrid role blending relationship management, coordination, light financial follow-up and operational execution-all focused on maintaining strong, healthy client partnerships.

Key Responsibilities

Client Relationship Ownership

• Support client relationship health and act as the main point of contact for administrative and strategic support needs.
• Assist in onboarding coordination, ensuing new clients transition smoothly into service.
• Assist with preparing for QBRs, gathering data, coordinating materials, and scheduling meetings.
• Manage renewal conversations, tracking timelines and communicating upcoming contract, warranty and licensing events.
• Provide proactive communication to clients regarding project updates, tickets, issues recommendations, and operational notices.

Client Support & Order Coordination

• Assis t clients with placing hardware, licensing, and accessory orders.
• Coordinate quote approvals, procurement steps, delivery expectations, and order updates.
• Track all order statuses and communicate proactively with clients to eliminate surprises.
• Partner with Finance for invoice questions, billing adjustments. and payment concerns.

Billing, AR, & Invoicing Support

• Follow up with clients on aging receivables in a professional, relationship-focused manner.
• Assist clients with invoice-related questions and escalate discrepancies appropriately.
• Monitor recurring billing to ensure accuracy and prevent confusion.

Client Success Enablement & Adoption

• Drive adoption of key MSP Services, including SecureBIT, automation and standard stack tools.
• Ensure clients fully understand and utilize the services they have purchased.
• Monitor client satisfaction levels with sentiment indicators.
• Escalate risk signals early to the vCIO's, Service Desk, Field Technicians, Projects, and Finance.

Internal Alignment & vCIO Support

• Collaborate closely with the vCIO to support client roadmaps, QBR readiness, documentation, and strategic updates.
• Maintain updated client records, scorecards, and successful playbooks.
• Track and organize client recommendations, approvals, and follow-up tasks.
• Ensure seamless communication between clients, Service Desk, Field Technicians, Projects and Finance.

Operational Coordination

• Maintain structured client success processes :
• Playbooks
• Scorecards
• QBR decks and renewal workflows
• Track open tickets and engage with internal teams to ensure clients receive timely updates.
• Assist with vendor renewals, warranty expirations, upcoming licensing changes, and other client-impacting events.
• Support client onboarding / offboarding.

Key / Metrics KPIs

• Client satisfaction (CSAT / NPS)
• Aging AR reduction / follow-up timeliness.
• Onboarding satisfaction & accuracy.
• QBR readiness & delivery rate.
• Order processing accuracy & turnaround time.
• Reduction in client escalations
• Renewal timelines met with zero lapses.
• Documentation & scoreboard accuracy.

Requirements

Required

• 2-4 years in client success, account coordination, customer service or MSP operations.
• Excellent communications and relationship-building skills.
• Strong organizational and follow-through discipline.
• Comfort discussing invoices, billing questions, and AR follow-up in a client friendly way.
• Proficiency in Microsoft 365.

Preferred

• MSP or IT background.
• Experience with Autotask, ConnectWise, HaloPSA, or similar PSA.
• Understanding of basic IT concepts (servers, networks, M365, cybersecurity).
• Experience supporting QBR or account review process.

Core Competencies

• Empathy driven communication.
• Professional persistance.
• Client first mindset
• Strong process orientation and cross functional collaboration
• High attention to detail and problem-solving skills.

Why this role Matters

The CSM supports both the relationship and the operational backbone of the MSP-client partnership. This role minimizes confusion, speeds up communication drives service adoption, keeps billing clean, gives vCIO's more bandwidth to focus on strategy-all while ensuring clients feel supported, informed, and valued.

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Benefits

Benefits

Company Paid Day 1 Health Insurance for employee.

Company Paid AD&D Insurance

Company Paid LTD & STD Insurance

Unlimited PTO

Employee Assistance Program

Dental Insurance

Vision Insurance

401k Plan

Life Insurance

Additional Information

Position type is Salaried

Salary range is $70,000-$90,000

Unlimited PTO after 90 days

Employee Ownership Eligible after 1 year of Service