Customer Success Manager – Managed Services

Position
:
Customer Success Manager – Managed Services

Position Type
:

Full-Time Exempt,Salaried Employee

Location
:
Remote, Florida

Working Hours
: 8:00am-5:00pm ET (1 hour lunch)

We are a growing Managed Service Provider (MSP) focused on delivering proactive IT solutions and exceptional client experiences. As we continue to scale, we are seeking a highly organized, proactive, and client-focused professional to strengthen the customer experience across our Managed Services accounts.

The Customer Success Manager (CSM) owns the operational customer experience and client lifecycle, ensuring consistent communication, coordination, and follow-through from new-client onboarding throughout the ongoing client relationship.

The CSM works closely with the vCIO/Account Owner, Service Delivery, Help Desk, Project Services, Sales, Finance, and other internal teams to ensure client commitments are tracked, risks are identified, information remains current, and clients receive a consistent and well-coordinated experience.

This is an ownership and follow-through role. The CSM is not expected to personally perform technical work, manage technology strategy, or sell solutions. Instead, they maintain visibility across the relationship, ensure the right people are engaged, drive appropriate next steps, and keep the client informed.

• Coordinate the client experience from new-client onboarding throughout the ongoing Managed Services relationship.
• Own the customer-facing coordination of onboarding, including Sales handoff, client communication, milestones, documentation, internal coordination, client readiness, and transition into ongoing service.
• Coordinate client offboarding when applicable, ensuring communication, documentation, internal coordination, and transition activities are handled professionally.
• Maintain the master client list and ensure key client information remains accurate and current.
• Coordinate across departments to ensure client lifecycle activities and commitments are completed on time.

• Serve as the primary relationship coordination point for assigned clients while reinforcing established channels for technical support and service requests.
• Maintain an appropriate communication and engagement cadence across assigned accounts.
• Coordinate client meetings and ensure agendas, materials, decisions, action items, and follow-up are completed.
• Maintain visibility into client concerns, significant service issues, and outstanding commitments.
• Coordinate external client communications, including the monthly client newsletter, satisfaction surveys, service announcements, important updates, and other client-facing communications.
• Ensure clients receive timely and appropriate communication when issues or commitments span multiple departments.

• Monitor overall client health, engagement, satisfaction, and relationship risk.
• Proactively identify signs of dissatisfaction, recurring concerns, service gaps, or other retention risks and coordinate appropriate action.
• Coordinate client satisfaction surveys and monitor CSAT and customer sentiment trends.
• Identify patterns in client feedback and communicate actionable insights internally.
• Maintain visibility into escalated client concerns and ensure communication and follow-through continue through resolution.
• Identify highly satisfied clients who may be appropriate for references, testimonials, case studies, referrals, or other advocacy opportunities.

• Maintain the annual Managed Services renewal calendar, including renewal dates, notice periods, annual price increases, month-to-month agreements, and other key contract milestones.
• C…