Client Success Manager

About the role

The Client Success Manager is responsible for client retention and revenue expansion, serving as the post-sale owner of client relationships and advisory presence.

Responsibilities

• Serve as the face of the company for client value, providing strategic advice and regular on-site visits.
• Stay current on industry trends and client-specific business pressures to provide informed recommendations.
• Maintain a clear view of client health, flagging at-risk accounts and developing recovery plans.
• Translate technology recommendations into business terms, quantifying risk and ROI, and connecting infrastructure decisions to client outcomes.
• Lead hardware lifecycle conversations, including refresh planning and end-of-life risk assessment.
• Own net revenue retention for an assigned book of business, including renewals, expansion, and churn prevention.
• Run a disciplined business review cadence with clients, focusing on forward-looking strategy, and build technology roadmaps aligned with client business goals.
• Identify upsell and cross-sell opportunities through proactive roadmap and planning conversations, not reactive quoting, and maintain a consistent pipeline for the delivery team.
• Translate how client success should work into documented standards, repeatable cadences, and tracking systems that hold the team accountable and scale with the business.
• Track KPIs including QBR completion, upsell pipeline, expansion results, churn, and client health scores, and provide regular feedback to leadership on trends, service gaps, and opportunities.

Requirements

• 5+ years of experience in account management, client success, or a comparable B2B client-facing role, with at least some of that experience in an MSP or IT services.
• Bachelor’s Degree in a related field.
• Demonstrated track record of owning and growing a book of business: retaining clients, expanding revenue, and managing renewals with accountability for outcomes.
• Ability to hold strategic, forward-looking conversations with C-suite and executive stakeholders, not just operational or service conversations.
• Comfortable leading upsell discussions that are advisory in nature: the goal is to recommend what genuinely fits, not to push transactions.
• Experience building or improving operational processes within a team or department: translating how work gets done into documented standards, establishing systems that ensure consistency, and defining the metrics that measure whether it is working.
• Working knowledge of technology roadmapping, business reviews, and white space analysis. Direct experience with tools like ScalePad Lifecycle Insights, MyITProcess or similar is a plus.
• Proficiency with HubSpot or comparable CRM. ConnectWise or PSA experience preferred.
• Strong organizational discipline across a multi-client portfolio: you manage cadences, follow through consistently, and do not drop details.
• A proactive disposition: you identify risk before it becomes churn and find opportunity before clients ask.

Qualifications

• 5+ years of experience in account management, client success, or a comparable B2B client-facing role, with at least some of that experience in an MSP or IT services.
• Bachelor’s Degree in a related field.
• Demonstrated track record of owning and growing a book of business: retaining clients, expanding revenue, and managing renewals with accountability for outcomes.
• Ability to hold strategic, forward-looking conversations with C-suite and executive stakeholders, not just operational or service conversations.
• Comfortable leading upsell discussions that are advisory in nature: the goal is to recommend what genuinely fits, not to push transactions.
• Experience building or improving operational processes within a team or department: translating how work gets done into documented standards, establishing systems that ensure consistency, and defining the metrics that measure whether it is working.
• Working knowledge of technology roadmapping, business reviews, and white space analysis. Direct experience with tools like ScalePad Lifecycle Insights, MyITProcess or similar is a plus.
• Proficiency with HubSpot or comparable CRM. ConnectWise or PSA experience preferred.
• Strong organizational discipline across a multi-client portfolio: you manage cadences, follow through consistently, and do not drop details.
• A proactive disposition: you identify risk before it becomes churn and find opportunity before clients ask.

Pay

$75,000 - $85,000 with variable compensation tied to net revenue retention and expansion performance.

Schedule

This role operates out of Jacksonville, FL in a hybrid model and includes regular in-person client meetings and travel within the Southeast region.