Offer summary

Qualifications:

3 years of experience in Client Success or Account Management, preferably in a SaaS environment., Strong familiarity with the MSP ecosystem and its common tools and challenges., Exceptional relationship-building and communication skills are essential., Bachelor's degree in Business, IT, or a related field, or equivalent experience..

Key responsibilities:

Lead new MSP clients through a seamless onboarding process to ensure success from day one.

Build and nurture strong relationships with key client stakeholders, acting as a trusted advisor.

Regularly review account performance and implement strategies to maximize client ROI.

Serve as the primary point of contact for escalations and drive subscription renewals and upselling opportunities.

Job description

Role Overview

As a Client Success Manager, you will be the bridge between our SaaS platform and our clients, primarily MSPs, ensuring they achieve their business goals through our solutions. You’ll combine your understanding of the MSP ecosystem with client success best practices to deliver exceptional outcomes, driving retention, satisfaction, and growth.

Company: MSPbots (https://mspbots.ai/)
Work Hours and Schedule: Semi-flexible, 8 AM – 5 PM CST (10 PM-7 AM PHT), Monday to Friday (Fixed rest days: Sat-Sun)
Work Setup: Remote, Philippines

Key Responsibilities

Client Onboarding: Lead new MSP clients through a seamless onboarding process, ensuring they are set up for success from day one.
Product Expertise: Provide expert guidance on leveraging our SaaS solutions to address the unique challenges faced by MSPs.
Relationship Management: Build and nurture strong relationships with key client stakeholders, acting as a trusted advisor.
Proactive Account Management: Regularly review account performance, identify opportunities for improvement, and implement strategies to maximize client ROI.
Issue Resolution: Serve as the primary point of contact for escalations, working cross-functionally to address challenges swiftly and effectively.
Renewals & Expansion: Drive subscription renewals and identify opportunities for upselling or expanding the client’s use of our platform.
Industry Insights: Stay informed about MSP trends and challenges, applying this knowledge to better support clients and inform product development.
Feedback & Advocacy: Act as the voice of the customer, relaying insights and feedback to internal teams for continuous improvement.

Requirements:

3 years in a Client Success, Account Management, or related role, preferably in a SaaS company.
Strong familiarity with the MSP space, including common tools, challenges, and workflows.
Exceptional relationship-building and communication skills.
Ability to analyze customer data and provide actionable insights.
Experience with customer success platforms and CRM tools (e.g., Salesforce, Gainsight, HubSpot).
Understanding of IT operations and SaaS platforms (e.g., ConnectWise, Datto, etc.), with the ability to guide MSP clients through technical scenarios.
Bachelor's degree in Business, IT, or a related field (or equivalent experience).