IT Customer Success Manager

The IT Customer Success Manager II is responsible for overseeing more complex client environments, demonstrating increased autonomy, strategic insight, and leadership within the client lifecycle. This role supports clients throughout their managed services & cyber security journey with a primary focus on client retention, satisfaction, and value realization. This role emphasizes day‑to‑day relationship management, ensuring clients experience a smooth and consistent journey while adopting Marco services effectively.

CSMs collaborate closely with internal teams, assist with issue resolution, and proactively monitor client health to support long‑term retention. Success of this role is measured by managing to acceptable key KPIs.

• Assist with onboarding by reinforcing next steps, required resources, and success milestones.
• Develop a deeper strategic understanding of client goals, maturity, and long‑term direction to guide proactive recommendations.
• Document client updates, action items, and progress within internal systems with high accuracy.
• Develop and maintain strong business relationships with mid-complex and strategic clients’ key decision makers and serve as a primary point of contact supporting their ongoing experience.
• Conduct regular check ins and operational meetings to support client adoption, address questions, and business goals.
• Promote client education by sharing best practices, training resources, and guidance on maximizing service value.
• Analyze client health indicators to identify patterns, risks, or trends and develop proactive retention strategies.
• Own escalated client issues by coordinating cross‑functional teams, managing communication, and ensuring resolution.
• Collaborate with internal teams to influence service delivery improvements and client experience enhancements.
• Participate in client technology steering meetings, acting as a trusted advisor providing guidance and insights on industry trends, best practices, and product enhancements.
• Lead Client Business Reviews with increased emphasis on long‑term planning, multi‑year roadmaps, and readiness for upcoming initiatives.
• Internally knowledge share client strategies, initiatives, changes and assure documentation in internal tools is updated in a timely manner.
• Participate in Marco project meetings, serving as the client advocate and ensuring outcomes meet expectations.
• Own the successful outcome of all IT contract renewals within assigned accounts, including risk mitigation and cross‑functional coordination.
• Manage the full lifecycle of listed recommendations and product renewals by driving client conversations, removing blockers, and ensuring timely execution.
• Identify and evaluate potential upsell and cross‑sell opportunities, advising Sales when solutions align with client strategy.
• Model Marco’s values and Gold Standard Experience and reinforce these standards among peers.
• Support operational initiatives, process improvements, and contribute to department‑level projects.
• Comply with Marco policies, values, and ethics while maintaining professionalism in all internal and external interactions.
• Attend required company and departmental meetings and assist in facilitating internal knowledge‑sharing sessions.

• Bachelor's degree; or equivalent combination of education and experience.
• 3+ years of proven experience in Customer Success or Account Management for a Managed Service Provider (MSP) with multiple complex accounts.
• Knowledge of service management principles (e.g. ITIL v4).
• Microsoft or Managed IT experience required
• Valid Driver’s License, proof of personal insurance, and an acceptable driving record.

• Advanced communication and relationship‑building skills, including experience with executive‑level stakeholders.
• Strong analytical skills to interpret client health, usage trends, and performance indicators.
• Highly organized with strong ability to manage multiple complex accounts simultaneously.
• Natural aptitude for outcome‑based reasoning.
• Demonstrate excellent verbal and written communication skills with internal and external clients.
• Self-starter, ability to plan and implement sales strategy with…