Customer Success Manager

Overview

IT By Design is looking for a Customer Experience Manager to join our front-stage Customer Success Team. You will manage some of our most strategic accounts as a trusted advisor, growth partner, and advocate for customer success. This role is located in Freehold, NJ, is full-time, 100% on-site, with travel up to 25%.

• Manage a portfolio of high-revenue, strategic accounts
• Lead onsite and virtual QBRs with senior and executive stakeholders
• Partner on growth strategy, VCIO planning, and service optimization
• Build strategic account plans focused on retention and expansion
• Proactively identify and mitigate risks to customer satisfaction or renewal
• Collaborate cross-functionally to ensure seamless service delivery
• Be the voice of the customer to internal teams
• Uncover and coordinate upsell/cross-sell opportunities with Sales
• Track account health using metrics like NPS, retention, and revenue growth

• High customer retention and satisfaction
• Increased revenue through strategic expansion and upsells
• Strong, trust-based relationships with decision-makers
• Issues resolved before they escalate
• Clear, measurable impact on customer goals

• 3+ years in Customer Success, Account Management, or similar customer-facing roles
• Experience with IT Managed Services or technical B2B solutions
• Proven ability to manage complex accounts and drive strategic outcomes
• Confidence in leading QBRs and working with executive-level stakeholders
• Strong communication, presentation, and relationship-building skills
• Comfortable with 25% travel for onsite customer meetings
• Based in or willing to commute to Freehold, NJ

• Familiarity with MSPs (Managed Service Providers) or the channel
• Experience with tools like Salesforce, NPS platforms, or CS software
• A mix of technical aptitude and business acumen

• Competitive salary + performance-based incentives
• Comprehensive benefits: medical, dental, vision, 401(k) with company match
• Career development and growth opportunities
• People-first culture with a global presence and strong local roots
• Opportunity to lead relationships with some of the fastest-growing MSPs in the industry

Headquartered in Freehold, NJ, IT By Design has been powering high-performing MSPs for over 20 years. Our scalable services—from 24x7 Helpdesk and Cybersecurity to Dedicated Engineers and Talent Solutions—are built around people, not just platforms. With global teams across the US, India, and the Philippines, we bring heart and strategy to everything we do.

If you have a strong background in IT Managed Services and enjoy building deep relationships while driving revenue growth, we want to meet you.