Benefits:

401(k)
Competitive salary
Health insurance
Opportunity for advancement
Paid 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