Role Overview

The Growth Manager owns the ongoing success, retention, and growth of a portfolio of managed services clients. This role serves as the primary relationship manager for assigned accounts, ensuring clients receive exceptional service while identifying opportunities to expand their use of managed IT, cybersecurity, cloud, compliance, and professional services.

As a trusted advisor, you will work closely with business owners, executives, and IT stakeholders to align technology and compliance initiatives with business objectives. You will proactively manage renewals, conduct Quarterly Business Reviews (QBRs), identify technology gaps, and recommend solutions that improve security, operational efficiency, and regulatory compliance.

This role operates at the intersection of account management, customer success, and consultative sales, with a focus on increasing recurring monthly revenue (MRR), customer retention, and long-term client value.

MSP-Focused Responsibilities

Account Ownership & Client Success

• Manage a portfolio of managed service clients with responsibility for retention, growth, and client satisfaction.
• Serve as the primary point of contact for account-related matters and strategic planning.
• Conduct Quarterly Business Reviews (QBRs) to review service performance, security posture, compliance progress, and technology roadmaps.
• Build strong relationships with executive and operational stakeholders.
• Identify and mitigate churn risks through proactive account management.

Revenue Growth & Expansion

• Drive Net Revenue Retention (NRR) and Monthly Recurring Revenue (MRR) growth across assigned accounts.
• Identify, position, and close upsell and cross-sell opportunities including:
  • Managed IT Services
  • Cybersecurity Services
  • Compliance Programs (CMMC, NIST, DFARS)
  • Microsoft 365 Solutions
  • Cloud Services
  • Backup & Disaster Recovery
  • Professional Services Projects
• Manage contract renewals and service agreement expansions.
• Maintain a healthy sales pipeline within CRM and accurately forecast account opportunities.

Technology & Compliance Advisory

• Act as a strategic advisor helping clients align technology investments with business and compliance objectives.
• Translate technical recommendations into business outcomes and ROI.
• Partner with Compliance and Service Delivery teams to identify remediation projects and ongoing managed service opportunities.
• Help clients understand how cybersecurity and compliance initiatives support operational resilience and contract eligibility.

Cross-Functional Collaboration

• Partner closely with Service Delivery, Compliance, Security, and Sales teams.
• Ensure smooth onboarding, project transitions, and service adoption.
• Advocate for client needs internally and provide market feedback on emerging opportunities.

Preferred Experience

• 3+ years of MSP Account Management, Technology Sales, Customer Success, or B2B Account Management experience.
• Experience managing recurring revenue accounts within an MSP, MSSP, SaaS, or technology services organization.
• Familiarity with managed IT services, cybersecurity solutions, Microsoft 365, cloud technologies, and compliance frameworks.
• Understanding of CMMC, NIST 800-171, DFARS, or regulated industry requirements preferred.
• Proven success in account growth, renewals, and consultative selling.

Key Performance Indicators (KPIs)

• Net Revenue Retention (NRR)
• Monthly Recurring Revenue (MRR) Growth
• Gross Revenue Retention (GRR)
• Renewal Rate
• Expansion Revenue
• Average Revenue Per Account (ARPA)
• Customer Satisfaction (CSAT)
• Quarterly Business Review Completion Rate
• Pipeline Coverage & Forecast Accuracy