Client Success Manager

About SugarShot:
SugarShot is a modern Managed Service Provider delivering IT, cybersecurity, and cloud solutions to growing businesses. We help organizations simplify and strengthen their technology environments through a proactive, security-first approach and a highly responsive support model.

The MSP market supports the IT, security, and compliance needs of the majority of SMB and mid-market companies. It is a large and essential space, yet many providers still rely on reactive service models, manual processes, and fragmented toolsets. At SugarShot, we take a different approach, focusing on scalable systems, operational rigor, and a client experience that aligns with how modern businesses operate.

Our model combines people, process, and technology to deliver consistent, high-quality outcomes across service delivery, security, and strategic IT initiatives. We prioritize visibility, accountability, and continuous improvement, enabling our clients to grow with confidence while we manage and evolve their technology foundation.

Job Summary

SugarShot is seeking a strategic and client-focused Client Success Manager (CSM) to drive long-term partnerships, retention, and revenue growth across our managed services portfolio.

The CSM manages executive-level client engagement within an assigned portfolio, partnering across Service Delivery, Engineering, Sales, and Leadership to align technology strategy, service performance, and business priorities. This role is accountable for ensuring clients clearly understand and realize the full value of their managed services investment.

The ideal candidate combines strong business acumen, technical fluency, and executive communication skills. They are comfortable advising senior stakeholders, navigating operational complexity, and proactively identifying opportunities to strengthen client outcomes, technology maturity, and overall service impact.

Responsibilities Include

Client Engagement & Strategic Alignment

• Manage executive-level engagement within an assigned client portfolio
• Build and maintain strong relationships with executive stakeholders, IT leaders, and operational partners
• Lead Quarterly Business Reviews (QBRs) and strategic planning sessions focused on performance, priorities, risk mitigation, and forward planning
• Ensure alignment between client business objectives and SugarShot’s service delivery strategy

Value Realization & Service Impact

• Ensure clients clearly understand the scope, performance, and outcomes of services delivered
• Translate service metrics, cybersecurity posture, infrastructure health, and compliance considerations into business-relevant insights
• Proactively identify opportunities to improve technology maturity, security alignment, operational efficiency, and service adoption
• Monitor adherence to defined service standards and best practices

Retention & Growth

• Drive client retention through proactive engagement, risk identification, and long-term planning
• Lead renewal strategy and execution within the assigned portfolio, driving proactive engagement, demonstrating measurable value, and ensuring long-term contract alignment and retention
• Identify and advance opportunities for service optimization, modernization, and expansion
• Partner with Sales and Solutions teams to scope and position additional services aligned to client needs
• Maintain accurate forecasting visibility within the assigned portfolio

Operational Coordination

• Collaborate with Service Desk, Security, and Project teams to ensure consistent service delivery
• Monitor SLA adherence, service performance metrics, and client satisfaction indicators
• Escalate risks appropriately while maintaining clear and timely executive communication
• Maintain accurate CRM records, account documentation, and pipeline hygiene

What You Bring

• 3–8+ years of experience in Client Success, Consulting, Strategic Account Leadership, or similar roles within managed services, cybersecurity, cloud, or technology services
• Solid understanding of IT infrastructure, cybersecurity, cloud environments, and compliance needs
• Demonstrated ability to drive retention and expansion within an existing client portfolio
• Strong financial and business acumen, including comfort discussing budgets, risk, and technology investment strategy
• Executive presence and the ability to influence stakeholders across technical and non-technical audiences
• Exceptional written, verbal, and presentation skills
• High level of organization, accountability, and follow-through
• Comfortable operating in dynamic, growth-oriented environments
• Bachelor’s degree preferred or equivalent professional experience.
• Net Revenue Retention (NRR) within the assigned portfolio

Success Metrics

Primary Metric:

The Client Success Manager is accountable for driving renewal performance, expansion revenue, and long-term client value to achieve strong and sustainable NRR.

Travel: This role requires on-site client visits as needed, with travel up to 20% based on client and business needs.

Benefits

• Competitive compensation
• Healthcare + Vision + Dental benefits
• Remote work environment
• Flexible time-off policy
• Transparent, flat culture