Offer summary

Qualifications:

Over 3 years of experience in technical account management, customer success, or technical support services, preferably in IT, MSP, SaaS, or related fields., Strong communication and relationship-building skills, with the ability to explain technical concepts clearly., Proficiency in CRM and ticketing systems, and familiarity with MSP tools like PSA and RMM., Good understanding of IT infrastructure and service delivery processes..

Key responsibilities:

Manage and build trust with assigned client accounts through regular communication.

Coordinate with technical teams to address and resolve service issues and escalate critical concerns.

Monitor client satisfaction and conduct regular check-ins to ensure positive experience.

Identify opportunities for account growth and collaborate with sales teams to expand services.

Job description

The Client Success Manager (CSM) is responsible for fostering strong relationships with clients, ensuring they receive maximum value from our managed services, and driving satisfaction, retention, and account growth. Acting as the voice of the customer, the CSM ensures a positive client experience by coordinating across technical, support, and project teams to proactively address client needs and business objectives.

Health Insurance/HMO
Enjoy unlimited MadMax Coffee
Diverse learning & growth opportunities
Accessible Cloud HR platform (Sprout)
Above standard leaves

Client Relationship Management

Serve as contact for assigned accounts.
Build trust and credibility through consistent communication and delivery follow-up.
Educate clients on service offerings, tools, and engagement practices.

Technical Subject Matter Expert

Perform IT reviews of servers, network, M365 and workstations.
Update IT Documentation.
Answer questions about client IT setup from Account Managers and Support Teams.

Customer Experience & Satisfaction

Monitor client health and satisfaction using tools and reports.
Conduct regular check-ins and satisfaction reviews (monthly, quarterly, or as needed).

Issue Escalation & Coordination

Collaborate with technical teams to address and resolve service issues.
Escalate critical concerns and ensure timely, high-quality resolution.

Account Growth

Uncover new service opportunities through client conversations and usage insights.
Collaborate with Account Managers to expand client services where appropriate.

Client Reporting & Communication

Prepare and deliver client performance reports, service usage data, and project updates.

Communicate ongoing value of services delivered.

3+ years in technical account management, technical pre-sales, customer success, or technical support services—preferably in IT, MSP, SaaS, or technical services.
Excellent communication, relationship-building, and organizational skills.
Ability to understand and communicate technical concepts clearly.
Experience using CRM and ticketing system solutions.
Proven ability to manage multiple accounts with varying levels of complexity.