Client Success Manager

• The Client Success Manager (CSM) is the supportive relationship owner for the assigned MSP clients. This role ensures clients receive exceptional services by guiding them through onboarding, QBR preparation, renewals, invoice questions, and ongoing communication. The CSM also assists clients with placing orders, supports AR follow-up, and works closely with the vCIO and internal teams to ensure clients remain aligned, satisfied, and fully benefiting from the technology stack.

This is a hybrid role blending relationship management, coordination, light financial follow-up and operational execution-all focused on maintaining strong, healthy client partnerships.

Key Responsibilities

Client Relationship Ownership

• Support client relationship health and act as the main point of contact for administrative and strategic support needs.
• Assist in onboarding coordination, ensuing new clients transition smoothly into service.
• Assist with preparing for QBRs, gathering data, coordinating materials, and scheduling meetings.
• Manage renewal conversations, tracking timelines and communicating upcoming contract, warranty and licensing events.
• Provide proactive communication to clients regarding project updates, tickets, issues recommendations, and operational notices.

Client Support & Order Coordination

• Assist clients with placing hardware, licensing, and accessory orders.
• Coordinate quote approvals, procurement steps, delivery expectations, and order updates.
• Track all order statuses and communicate proactively with clients to eliminate surprises.
• Partner with Finance for invoice questions, billing adjustments. and payment concerns.

Billing, AR, & Invoicing Support

• Follow up with clients on aging receivables in a professional, relationship-focused manner.
• Assist clients with invoice-related questions and escalate discrepancies appropriately.
• Monitor recurring billing to ensure accuracy and prevent confusion.

Client Success Enablement & Adoption

• Drive adoption of key MSP Services, including SecureBIT, automation and standard stack tools.
• Ensure clients fully understand and utilize the services they have purchased.
• Monitor client satisfaction levels with sentiment indicators.
• Escalate risk signals early to the vCIO's, Service Desk, Field Technicians, Projects, and Finance.

Internal Alignment & vCIO Support

• Collaborate closely with the vCIO to support client roadmaps, QBR readiness, documentation, and strategic updates.
• Maintain updated client records, scorecards, and successful playbooks.
• Track and organize client recommendations, approvals, and follow-up tasks.
• Ensure seamless communication between clients, Service Desk, Field Technicians, Projects and Finance.

Operational Coordination

• Maintain structured client success processes:

1. Playbooks
2. Scorecards
3. QBR decks and renewal workflows

• Track open tickets and engage with internal teams to ensure clients receive timely updates.
• Assist with vendor renewals, warranty expirations, upcoming licensing changes, and other client-impacting events.
• Support client onboarding/offboarding.

Key/Metrics KPIs

• Client satisfaction (CSAT/NPS)
• Aging AR reduction/follow-up timeliness.
• Onboarding satisfaction & accuracy.
• QBR readiness & delivery rate.
• Order processing accuracy & turnaround time.
• Reduction in client escalations
• Renewal timelines met with zero lapses.
• Documentation & scoreboard accuracy.

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Requirements

Required

• 2-4 years in client success, account coordination, customer service or MSP operations.
• Excellent communications and relationship-building skills.
• Strong organizational and follow-through discipline.
• Comfort discussing invoices, billing questions, and AR follow-up in a client friendly way.
• Proficiency in Microsoft 365.

Preferred

• MSP or IT background.
• Experience with Autotask, ConnectWise, HaloPSA, or similar PSA.
• Understanding of basic IT concepts (servers, networks, M365, cybersecurity).
• Experience supporting QBR or account review process.

Core Competencies

• Empathy driven communication.
• Professional persistance.
• Client first mindset
• Strong process orientation and cross functional collaboration
• High attention to detail and problem-solving skills.

Why this role Matters

The CSM supports both the relationship and the operational backbone of the MSP-client partnership. This role minimizes confusion, speeds up communication drives service adoption, keeps billing clean, gives vCIO's more bandwidth to focus on strategy-all while ensuring clients feel supported, informed, and valued.

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Benefits

Benefits

Company Paid Day 1 Health Insurance for employee.

Company Paid AD&D Insurance

Company Paid LTD & STD Insurance

Unlimited PTO

Employee Assistance Program

Dental Insurance

Vision Insurance

401k Plan

Life Insurance

Additional Information

Position type is Salaried

Salary range is $70,000-$90,000

Unlimited PTO after 90 days

Employee Ownership Eligible after 1 year of Service