Job DescriptionJob DescriptionBenefits:
401(k)Competitive salaryHealth insuranceOpportunity for advancementPaid time off
Overview
The Customer Success Manager (CSM) is responsible for building strong client relationships, ensuring customer satisfaction, and driving long-term retention within a Managed Service Provider (MSP) environment. This role acts as the primary point of contact for clients, aligning IT services with business goals, identifying growth opportunities, and ensuring successful service delivery.
Key Responsibilities
Client Relationship Management
Serve as the primary liaison between clients and the MSP Build and maintain long-term relationships with key stakeholders Conduct regular check-ins, business reviews (QBRs), and strategic planning sessions Ensure client expectations are met or exceeded Customer Success & Retention
Monitor client health, satisfaction, and engagement Proactively identify risks and mitigate churn Drive adoption of services, tools, and best practices Advocate for the client internally Service Delivery Alignment
Work closely with technical teams (Help Desk, NOC, Engineering) to ensure high-quality service delivery Translate technical issues into business impact for clients Ensure SLAs and KPIs are consistently met Account Growth & Strategy
Identify upsell and cross-sell opportunities (cloud, security, backup, compliance, etc.) Assist clients in IT budgeting and roadmap planning Align MSP services with client business objectives Issue Escalation & Resolution
Act as an escalation point for client concerns Coordinate internally to resolve issues efficiently Ensure clear communication and follow-through Reporting & Metrics
Track and report on customer success metrics (CSAT, NPS, retention rates) Prepare and present reports during client meetings Use PSA/CRM tools to maintain accurate account records Required Qualifications
3–5+ years of experience in Customer Success, Account Management, or IT Service Management Experience working in an MSP or IT services environment (highly preferred) Strong understanding of IT infrastructure, cloud services (e.g., Microsoft 365, Azure), and cybersecurity concepts Excellent communication and relationship-building skills Ability to manage multiple client accounts simultaneously Preferred Skills
Familiarity with PSA tools (e.g., ConnectWise, Autotask) and RMM platforms Experience with QBRs and IT strategy planning Strong problem-solving and conflict resolution skills Sales acumen for identifying growth opportunities Project coordination experienceWork Environment
On-Site (5 Days a week in Office) - NO REMOTE or HYBRID OPTIONS Compensation & Benefits
Competitive salary (based on experience)Health insurancePaid time off and holidaysProfessional development and certification support401(k) with company match (if applicable)Why Join Us
Work with a collaborative and technically strong teamExposure to diverse technologies and client environmentsOpportunities for career growth within the MSP organization
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