MSP Client Success Manager

MSP Client Success Manager - Hybrid Role Position Overview – Customer Success Manager (CSM)

As a CSM, your primary responsibility is to build and maintain strong, strategic relationships with a designated portfolio of managed services clients. You will serve as a trusted advisor to key stakeholders and business leaders, ensuring clients achieve maximum value from our services while aligning technology strategies with their business goals.

Through regular engagement and a deep understanding of each client’s environment and objectives, you will act as the primary liaison between the client and our internal technical teams. Your role is both consultative and facilitative—bridging the gap between business needs and technical execution, driving satisfaction, and identifying opportunities for added value.

Your core objectives in this role include:

• Client Success & Value Realization – Help clients understand, measure, and maximize the business value delivered by our services and solutions.
• Relationship Management & Retention – Foster long‑term relationships that result in high levels of client retention and advocacy.
• Issue Management & Escalation – Own and resolve client concerns outside the scope of standard service tickets, acting as an escalation point for issues requiring strategic or high‑touch attention.
• Strategic Growth Enablement – Identify and support cross‑sell and up‑sell opportunities that drive client growth and deepen engagement with our services.
• Client Technical Strategy & Alignment – Translate business goals into actionable technology strategies. Guide clients in making informed IT decisions and road‑maps.
• Proactive Issue Management & Escalation – Anticipate, identify, and resolve issues before they impact business. Serve as an escalation point for high‑visibility or complex concerns.

This role is ideal for individuals with technical knowledge, client‑facing experience, and a strategic mindset. Success in this role is measured by client satisfaction, retention, and overall alignment of IT services to business goals.

• Develop and maintain strong relationships with clients, understanding their business needs and objectives.
• Monitor customer health metrics, identify potential issues, and proactively provide solutions to ensure client success and drive retention.
• Conduct regular check‑ins with clients to assess satisfaction and gather feedback for service improvements, including preparation and delivery of Quarterly Business Reviews.
• Develop an understanding of our products and services sufficient to effectively educate clients on their value.
• Collaborate with technical teams to tailor solutions to meet clients’ technical and business requirements.
• Manage and resolve customer concerns and escalations in a timely and empathetic manner.
• Identify opportunities for upselling and cross‑selling within assigned client base.
• Analyze customer data to inform strategic decisions and improve overall customer experience.

• Bachelor’s degree in Business, Communications, or a related field.
• At least 2-3 years of experience in IT B2B client success, account management, service delivery or a similar client‑facing role (preferably within the MSP industry).
• Strong interpersonal skills with a customer‑focused attitude.
• Excellent communication, presentation, and organizational skills.
• Ability to manage effectively many accounts and prioritize tasks.
• Good understanding of the landscape of IT services and products at a high level.
• Strong problem‑solving skills and a strategic mindset.
• Proficiency in Connect Wise and Microsoft Office Suite.
• Ability to work independently and as part of a team.

• Experience with customer success software and tools.
• Knowledge of MSP industry trends and challenges.

• Competitive salary and benefits package.
• Full‑time employee benefits program includes:
  Medical, dental, and vision insurance; 401(k) plan with Principal Financial;
  Health FSA (Traditional and Limited Purpose Accounts);
  Employer paid Basic Life Insurance $50,000;
  Voluntary Benefits (Life & ADD, STD & LTD, Hospital, Accident, Cancer & Critical Illness, Legal, Identity Protection, Auto & Home, Pet Wellness plans, etc.);
  Employee perks such as discounts through Savings Marketplace, EAP & Health Advocate services;
  Paid time off;
  Opportunities for professional growth and development;
  Dynamic and supportive work environment;
  Opportunity to work with leading‑edge technology and a talented team.