Job Title: Client Success Manager – Managed IT Services

Industry: Information Technology / Managed Services

Location: Remote – EST/CST candidates preferred

Pay: $85,000 - $95,000

Benefits: This position is eligible for Medical and prescription drug coverage, Dental, Vision, Health Savings Account (HSA), Flexible Spending Accounts (FSA), Short-Term and Long-Term Disability, Supplemental Life Insurance, and 401(k).

About the Opportunity

Our client, a growing Managed Services Provider (MSP), is seeking a Client Success Manager to own and strengthen a portfolio of high-touch customer relationships.

This is a highly visible, client-facing role for someone who takes genuine ownership of the customer experience. You will serve as the primary relationship owner and trusted partner for approximately 15–20 clients, helping them navigate day-to-day needs, resolve escalations, plan technology initiatives, and maximize the value of their IT partnership.

The ideal candidate is responsive, polished, proactive, and naturally client-first. This is not a Customer Success position where communication happens primarily through email. You should be comfortable picking up the phone, handling difficult conversations, coordinating across internal teams, and personally making sure issues get resolved.

The organization is actively investing in its Customer Success function and views this team as a pipeline for future leadership, creating significant long-term advancement opportunities for high performers.

Key Responsibilities

• Serve as the primary point of contact and relationship owner for approximately 15–20 client accounts.
• Build strong relationships and develop a deep understanding of each client's business, technology environment, priorities, and challenges.
• Respond quickly and proactively to client questions, requests, issues, and escalations.
• Take ownership of client concerns and coordinate internally until issues are fully resolved.
• Partner with Service Operations, Engineering, Project Management, and other technical teams to address client needs.
• Conduct Quarterly Business Reviews (QBRs) and help develop technology roadmaps aligned with client objectives.
• Monitor account health and proactively identify clients that may be at risk.
• Develop and execute "get to green" strategies for struggling client relationships.
• Manage contract renewals and help maintain client retention above 95%.
• Identify appropriate upsell and cross-sell opportunities based on legitimate client needs.
• Support Net Revenue Retention objectives through retention, expansion, and strong relationship management.
• Assist clients with technology procurement and quoting needs.
• Address invoice questions, credits, quantity adjustments, and other account-related issues.
• Review contracts, Statements of Work (SOWs), renewals, and related client documentation.
• Track customer satisfaction and Customer Success KPIs, including CSAT, NPS, retention, and account health.
• Identify client friction points and coordinate internally to improve the overall customer experience.
• Serve as the person clients know they can call when they need something handled.

Required Qualifications

• Approximately 2 – 5+ years of Customer Success, Client Success, Account Management, or client relationship management experience.
• Demonstrated experience personally owning and managing a portfolio/book of client relationships.
• Strong client-facing communication and relationship-management skills.
• Experience handling client escalations and difficult customer situations.
• Demonstrated experience supporting client retention, renewals, and overall relationship health.
• Ability to understand a client's business needs and coordinate across multiple internal teams to resolve issues.
• Strong organizational skills with the ability to manage multiple client relationships and competing priorities simultaneously.
• High sense of urgency and demonstrated responsiveness.
• Strong ownership mentality with a willingness to personally drive issues through resolution.
• Ability to operate effectively within a fast-paced and changing environment.
• Strong written and verbal communication skills.
• Strong business acumen and problem-solving abilities.

Preferred Qualifications

• Previous MSP / Managed Services Provider experience strongly preferred.
• IT services or technology services Customer Success experience.
• Experience managing approximately 10–20 higher-touch client relationships.
• Experience conducting QBRs and developing client or technology roadmaps.
• Experience with renewals, Net Revenue Retention (NRR), upsells, and cross-sells.
• Experience identifying at-risk accounts and executing retention strategies.
• Experience partnering with technical teams including Engineering, Service Operations, and Project Management.
• Technology procurement and quoting experience.
• Experience reviewing SOWs, contracts, invoices, and renewals.
• Experience with CRM and/or PSA platforms.
• Experience tracking Customer Success metrics such as CSAT, NPS, retention, and account health.
• Ability to identify opportunities to expand existing client relationships while maintaining a consultative, customer-first approach.

What We're Looking For

Technical knowledge is valuable, but personality, responsiveness, and ownership mentality are especially important for this position.

The successful candidate is someone who:

• Picks up the phone rather than hiding behind email.
• Builds genuine relationships with clients.
• Remains calm and professional when dealing with difficult customers.
• Takes responsibility for getting problems solved, even when another internal team ultimately owns the technical work.
• Is comfortable coordinating across multiple departments to get answers.
• Moves with urgency and follows through on commitments.
• Doesn't view smaller customer requests as "beneath" them.
• Understands that maintaining client trust sometimes means personally stepping in and making sure something gets done.

The organization is specifically looking for smart, energetic, highly responsive professionals who want to become the go-to person for their customers.

Success Metrics

Success in this position will be measured across several areas, including:

• Client Retention: >95%
• Net Revenue Retention: 100–115%
• Client Satisfaction: CSAT >4.5/5
• NPS: >50
• QBR Completion: 100%
• Escalation Response: <2 hours
• At-Risk Portfolio: <5%
• Revenue Growth: Approximately 5–15%+ annually within assigned accounts
• Strong procurement, invoicing, and account-management accuracy

Additional Details

• Remote opportunity
• EST/CST candidates preferred
• Occasional client travel may be required
• Contract-to-hire opportunity
• Conversion salary of approximately $80,000–$100,000 base
• Target total compensation of approximately $110,000–$125,000
• Growing and evolving Customer Success organization
• Significant opportunity for professional advancement

Career Growth

This organization views Customer Success as a development platform for future leaders. High-performing Client Success Managers will have opportunities to progress into Senior Client Success Manager positions and potentially pursue broader leadership opportunities throughout the organization.

The anticipated progression for strong performers is approximately 2–3 years into a Senior CSM opportunity, making this an excellent fit for someone looking for both immediate client ownership and a longer-term career path.

Benefits

Upon completion of the applicable waiting period, eligible consultants may receive:

• Medical and prescription drug coverage
• Dental insurance
• Vision insurance
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Short-Term and Long-Term Disability Insurance
• Supplemental Life Insurance
• 401(k)
• Weekly pay

If you're a highly responsive, relationship-driven Client Success professional who enjoys taking ownership, solving customer problems, and building long-term partnerships, apply today to learn more about this opportunity.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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