Manager, Client Success, Systems & Performance

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The Manager of Client Engagement Systems & Performance is accountable for transforming New Charter’s client engagement strategy into a scalable, measurable, and outcomes-driven operating model across New Charter.

This role maintains the systems, standards, and performance accountability behind the tools and best practices New Charter utilizes to engage clients—spanning Lifecycle Manager (Scale Pad LMX), Client Business Reviews (CBRs), and client sentiment (CES, CSAT, NPS).Success in this role is defined by platform adoption, operational consistency, and measurable impact on retention, client experience, and growth.

This is not a tool administration role. It is a platform ownership and performance leadership role that connects technology, process, and data to business outcomes.

Core Responsibilities
1. Platform Ownership & Strategic Alignment Own the strategic partnership with Scale Pad and the broader client engagement technology solutions

Align platform capabilities with New Charter’s Client Engagement Framework and long-term strategy

Identify and drive efforts to close gaps in functionality, integration, and automation

Ensure seamless integration across PSA, CRM, RMM, and reporting systems
2. New Charter Adoption & Governance Define and enforce standard engagement expectations across all OpCos, including:

Scale Pad LMX adoption and utilization(C ) Client Business Review delivery standards

Client sentiment capture

Develop and execute a company-wide adoption playbook of best practices ranging from tool adoption and our business review processes.

Establish clear accountability mechanisms with leadership teams at the operating company level and beyond.

Drive governance through reporting, adoption tracking, and escalation when necessary

Work to reduce manual effort and increase system reliability across Op Cos
3. Client Engagement & C  Excellence Standardize and scale Client Business Review (C ) best practices across the platform

Ensure Scale Pad LMX is the system of record for client insights, roadmap planning and client engagement

Improve efficiency and consistency of C  preparation and delivery across the platform

Embed proactive, value-driven client engagement into operating rhythms
4. Client Sentiment System Ownership (CES / CSAT / NPS)
Own the end-to-end client sentiment strategy, including tools, processes, and data integrity

Drive standardization of how and when sentiment is measured across all client touchpoints

Drive adoption of CES measurement across 90% of Op Cos Build  and maintain unified, executive-ready sentiment dashboards

Ensure closed-loop feedback processes are operational and actionable
5. Data, Reporting & Business Impact Develop reporting frameworks that connect and/or correlates client engagement to:

Net Revenue Retention (NRR) and renewal rates

Expansion and cross-sell pipeline

Identify leading indicators of client health and churn risk Deliver executive-level insights and recommendations

Partner with Finance and Revenue Operations to quantify ROI and business impact

Improve scalability, data accuracy, and operational efficiency
6. Program Management & Execution Own the roadmap, milestones, and delivery of client engagement solutions

Track adoption and progress using tools such as Monday.com Ensure cross-company initiatives are executed with clarity, accountability, and measurable outcomes

Maintain centralized documentation and process standards

Required Qualifications 5–8+ years in MSP operations, client engagement leadership, or SaaS platform governance

Proven track record driving larger company adoption of technology platforms

Experience with Scale Pad Lifecycle Manager (LMX)
Experience building reporting frameworks and performance analytics

Demonstrated ability to lead cross-company initiatives without direct authority

Strong executive communication and presentation skills

Strong project management and organization skills

Compensation to be $90,000 to 120,000 Dependent on Experience

Preferred Qualifications Strong understanding of PSA, RMM, and Scale Pad solutions

Experience…