Junior Customer Success Manager

SUMMARY

Seeking a proactive, organized, and client-focused Junior Client Success Manager to support the delivery of managed technology services to our clients.

Working under the direction of the Principal Client Success Manager, this individual will help coordinate client requests, projects, service reviews, renewals, proposals, vendor activities, and internal follow-up across the company’s technical and operational teams.

This role requires someone who can manage multiple priorities, communicate professionally with clients and internal stakeholders, maintain accurate records, and follow requests through to completion. The successful candidate will be comfortable working in a fast-paced managed services environment where client needs may involve cloud services, cybersecurity, infrastructure, licensing, hardware, projects, compliance requests, and third-party vendors.

This is an opportunity for someone early in their Client Success or technology services career to gain exposure to complex client environments while developing strong relationship management, coordination, and commercial skills.

JOB RESPONSIBILITIES

• Support the Principal Client Success Manager in managing a portfolio of client relationships.
  
• Serve as a reliable point of coordination for routine client requests and follow-up activities.
  
• Participate in client meetings, document action items, and ensure owners and deadlines are clearly recorded.
  
• Prepare meeting agendas, service updates, follow-up communications, and client-facing documentation.
  
• Maintain regular and professional communication with clients regarding open requests, projects, renewals, and next steps.
  
• Learn each client’s environment, business priorities, key contacts, communication preferences, and active initiatives.
  

Request and Escalation Coordination

• Review client requests and ensure they are routed to the appropriate internal team.
  
• Monitor open tickets, projects, requests, and escalations that require Client Success oversight.
  
• Follow up with internal teams to obtain updates and prevent client requests from becoming stalled.
  
• Escalate risks, delays, recurring issues, and client concerns to the Principal Client Success Manager.
  
• Help distinguish between standard support, project work, consulting, procurement, and potentially billable requests.
  
• Ensure larger or out-of-scope requests are reviewed before commitments are made to the client.
  

Project and Onboarding Support

• Assist with client onboarding, offboarding, office moves, hardware deployments, migrations, and other service initiatives.
  
• Coordinate internal and client-facing meetings related to projects and service transitions.
  
• Track project dependencies, approvals, client responsibilities, hardware availability, and outstanding decisions.
  
• Support handoffs between Sales, Client Success, Project Management, Engineering, and Support.
  
• Help ensure that project scope, client expectations, timelines, and responsibilities are clearly documented.
  
• Assist with project closure and the transition of completed work into ongoing support.
  

Proposals, Renewals, and Commercial Coordination

• Assist with gathering requirements for proposals, statements of work, renewals, and service changes.
  
• Coordinate with technical teams to obtain scope, estimated effort, assumptions, and recommendations.
  
• Work with vendors and distributors to obtain product pricing, licensing information, availability, and lead times.
  
• Track upcoming hardware, software, security, cloud, and managed service renewals.
  
• Prepare client-facing summaries explaining the purpose and value of proposed products or services.
  
• Support renewal and expansion opportunities while ensuring commercial commitments are internally approved.
  
• Maintain visibility into pending proposals, signatures, approvals, and purchasing decisions.
  

Vendor and Third-Party Coordination

• Communicate with vendors, software providers, distributors, and third-party consultants on behalf of the company and its clients.
  
• Track vendor requests, quotes, lead times, support cases, and outstanding documentation.
  
• Help coordinate conversations among clients, company's technical teams, and external providers.
  
• Ensure that ownership is clear when a matter must be handled directly between the client and a third party.
  
• Escalate vendor delays or unresolved issues that could affect the client experience.
  

Documentation and Administration

• Maintain accurate client records, meeting notes, action items, renewal details, proposals, and contact information.
  
• Update CRM, ticketing, project management, and Client Success systems consistently.
  
• Help develop account plans, client profiles, service calendars, process documentation, and internal playbooks.
  
• Track open decisions and ensure follow-up items are completed or appropriately escalated.
  
• Prepare reports and summaries for client meetings and internal leadership reviews.
  
• Help standardize Client Success templates, processes, communications, and operational workflows.
  

Client Experience

• Help ensure clients receive timely, coordinated, and professional communication across the company.
  
• Support consistent client-facing participation from the appropriate company's departments.
  
• Identify communication gaps, unclear ownership, and opportunities to improve the client experience.
  
• Maintain appropriate separation between technical, service, commercial, and financial matters while coordinating across teams as needed.
  
• Represent the company professionally and maintain composure during sensitive or high-priority situations.
  

QUALIFICATIONS

• 3-4 years of experience in Client Success, Account Management, Project Coordination, Service Delivery, Customer Support, Technology Operations, or another client-facing role.
  
• Strong written and verbal communication skills.
  
• Excellent organizational skills and attention to detail.
  
• Demonstrated ability to track multiple requests, owners, deadlines, and dependencies.
  
• Ability to communicate effectively with clients, technical teams, senior leaders, and external vendors.
  
• Sound judgment regarding when to resolve an issue independently and when to escalate.
  
• Ability to manage competing priorities in a fast-paced environment.
  
• Strong follow-through and a willingness to take ownership of assigned responsibilities.
  
• Comfort learning technical concepts and translating them into clear client-facing language.
  
• Proficiency with Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint.
  
• Bachelor’s degree or equivalent professional experience.
  

Preferred Qualifications

• Experience working for a managed service provider, technology consulting firm, financial services organization, or SaaS company.
  
• Familiarity with IT support, cloud services, Microsoft 365, Azure, cybersecurity, networking, or technology infrastructure.
  
• Experience using a CRM, ticketing platform, quoting system, or project management tool.
  
• Experience coordinating hardware, software licensing, vendor quotes, or service renewals.
  
• Familiarity with professional services scopes, statements of work, proposals, and change requests.
  
• Experience supporting financial services, investment management, or other regulated clients.
  
• Familiarity with ITIL or IT service management principles.
  
• Relevant entry-level technology or project management certifications are a plus.
  

Key Competencies

• Client service and relationship awareness
  
• Ownership and accountability
  
• Organization and prioritization
  
• Professional communication
  
• Follow-through
  
• Problem-solving
  
• Attention to detail
  
• Cross-functional coordination
  
• Commercial awareness
  
• Discretion and sound judgment
  
• Ability to remain calm under pressure
  
• Willingness to learn
  

Success in the Role

• Maintaining accurate and current client records and action items.
  
• Consistently following up on outstanding requests without requiring repeated direction.
  
• Preparing clear meeting notes, communications, summaries, and client documentation.
  
• Building productive relationships with the company’s technical and operational teams.
  
• Taking ownership of routine coordination and administrative responsibilities.
  
• Identifying delays or risks early and escalating them appropriately.
  
• Reducing the amount of operational follow-up required from the Principal Client Success Manager.
  
• Developing enough knowledge of assigned clients to anticipate needs and provide informed support.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.