Client Success Executive

About the role

As a Client Success Executive at MYITCREW, you'll be the strategic quarterback for your assigned accounts, focusing on Healthcare – Skilled Nursing Facility accounts. This role involves serving as the single point of accountability for relationship health, business growth, and technology alignment across the client lifecycle.

Responsibilities

• Serve as the single point of accountability for assigned clients — proactive, strategic, and always a step ahead
• Own the client relationship at every level of the organization — from the facility’s Administrator, it's Director of Nursing to the corporate CFO
• Lead recurring Strategic Business Reviews (SBRs), build annual IT roadmaps tied to each client’s operational goals, and develop the kind of trust that makes MYITCREW indispensable — not just a vendor on contract
• Anticipate client needs through data and relationship cues — surfacing and resolving concerns before they escalate
• Build trusted relationships with senior decision-makers across the healthcare operator structure: COOs, CFOs, Nursing Home Administrators, Directors of Nursing, Regional Directors, and corporate IT leads — at both the facility and ownership group level
• Identify and close expansion opportunities: hardware refreshes, infrastructure upgrades, licensing, and project work
• Quote and scope solutions in partnership with the Solutions Architect and TAM teams — moving opportunities from finding to proposal to signed approval
• Translate technical findings into business conversations: connecting infrastructure recommendations to operational outcomes, risk reduction, and ROI
• Own the lifecycle calendar for each account — warranties, licensing renewals, and contract timelines
• Present lifecycle and budget updates as part of proactive roadmap conversations, not reactive fire drills
• Serve as the non-technical escalation point for service concerns — facilitating internal resolution across Service, TAM, and Project teams
• Maintain clear communication with clients during escalations, ensuring transparency and continuity
• Partner with the TAM and Projects teams to execute on client initiatives and keep delivery aligned to commitments
• Partner with the Solutions Architect on complex client scoping — bringing technical depth into client conversations and ensuring recommendations are grounded in a sound, achievable plan before they are presented

Requirements

7+ years in a senior account management, client success, or client executive role — in managed services, IT services, or a related technology field

Proven track record managing relationships with C-suite and VP-level buyers at complex, multi-site organizations

Ability to understand the business implications of technology — what a failing environment costs an operator, and what a well-designed one enables — and articulate this clearly and without jargon to executive audiences

Enough technical fluency to engage credibly with engineering teams, shape how findings are framed for clients, and lead the client conversation from there — you don't build the solution, but you understand why it matters

Consultative, confident communicator — you ask good questions, listen well, and present recommendations with authority

Organized and accountable: you manage a book of business with discipline and follow through on commitments

Experience working with or within assisted living or skilled nursing facility (SNF) organizations is required — you understand the operational pressures, the regulatory environment, and the decision-making structures that define this world

Background on the operations side of healthcare (rather than exclusively IT) is a meaningful plus and preferred

Qualifications

Background in managed services, IT services, or a related technology field

Experience working with or within assisted living or skilled nursing facility (SNF) organizations

Experience managing relationships with C-suite and VP-level buyers at complex, multi-site organizations

Ability to understand the business implications of technology and articulate this clearly to executive audiences

Technical fluency to engage credibly with engineering teams and lead client conversations

Organizational skills and commitment to following through on commitments

Skills

Strategic thinking and relationship building

Business acumen and ability to translate technical findings into actionable insights

Effective communication and presentation skills

Ability to manage multiple priorities and deadlines

Benefits

Competitive compensation: Base salary range of $100,000 – $110,000 annually, depending on experience and qualifications

In addition, this role is eligible for performance-based commissions/bonuses, resulting in high on-target earnings (OTE)

Health, dental, and vision benefits

PTO and paid holidays

Leadership that is invested in making this role successful

Pay

$100,000 – $110,000 annually, depending on experience and qualifications

Schedule

Full-time position