Benefits:

401(k)

Competitive salary

Health insurance

Opportunity for advancement

Paid time off

Overview

The Customer Success Manager (CSM) is responsible for building strong client relationships, ensuring customer satisfaction, and driving long-term retention within a Managed Service Provider (MSP) environment. This role acts as the primary point of contact for clients, aligning IT services with business goals, identifying growth opportunities, and ensuring successful service delivery.

Key Responsibilities

Client Relationship Management

Serve as the primary liaison between clients and the MSP

Build and maintain long-term relationships with key stakeholders

Conduct regular check-ins, business reviews (QBRs), and strategic planning sessions

Ensure client expectations are met or exceeded

Customer Success & Retention

Monitor client health, satisfaction, and engagement

Proactively identify risks and mitigate churn

Drive adoption of services, tools, and best practices

Advocate for the client internally

Service Delivery Alignment

Work closely with technical teams (Help Desk, NOC, Engineering) to ensure high-quality service delivery

Translate technical issues into business impact for clients

Ensure SLAs and KPIs are consistently met

Account Growth & Strategy

Identify upsell and cross-sell opportunities (cloud, security, backup, compliance, etc.)

Assist clients in IT budgeting and roadmap planning

Align MSP services with client business objectives

Issue Escalation & Resolution

Act as an escalation point for client concerns

Coordinate internally to resolve issues efficiently

Ensure clear communication and follow-through

Reporting & Metrics

Track and report on customer success metrics (CSAT, NPS, retention rates)

Prepare and present reports during client meetings

Use PSA/CRM tools to maintain accurate account records

Required Qualifications

3–5+ years of experience in Customer Success, Account Management, or IT Service Management

Experience working in an MSP or IT services environment (highly preferred)

Strong understanding of IT infrastructure, cloud services (e.g., Microsoft 365, Azure), and cybersecurity concepts

Excellent communication and relationship-building skills

Ability to manage multiple client accounts simultaneously

Preferred Skills

Familiarity with PSA tools (e.g., ConnectWise, Autotask) and RMM platforms

Experience with QBRs and IT strategy planning

Strong problem-solving and conflict resolution skills

Sales acumen for identifying growth opportunities

Project coordination experience

Work Environment

On-Site (5 Days a week in Office) - NO REMOTE or HYBRID OPTIONS

Compensation & Benefits

Competitive salary (based on experience)

Health insurance

Paid time off and holidays

Professional development and certification support

401(k) with company match (if applicable)

Why Join Us

Work with a collaborative and technically strong team

Exposure to diverse technologies and client environments

Opportunities for career growth within the MSP organization