Client Success Manager

About the role

The Client Success Manager (CSM) plays a critical role in ensuring that as Nexus IT scales, its clients continue to receive exceptional service, strategic guidance, and reliable technology outcomes. The CSM acts as a strategic partner, helping clients navigate their IT roadmaps and ensure their environments remain secure.

Responsibilities

• Serve as the primary subject matter expert (SME) on assigned client accounts, ensuring a high level of client satisfaction and retention.
• Collaborate with internal teams (Service Desk, Escalations, NOC) to ensure client environments are well maintained and issues are resolved efficiently.
• Maintain high-quality documentation for client environments, including device setups, software updates, policy changes, and compliance records.
• Develop and maintain IT roadmaps for clients, ensuring their environments remain secure, up-to-date, and aligned with business objectives.
• Proactively monitor and track technical KPIs and other key service performance metrics. Use findings to drive improvements in service delivery and report key insights to leadership.
• Utilize CRM, ticketing systems, and data analysis tools to track and improve performance metrics.
• Collaborate with account managers to ensure alignment of technical services with client needs and identify opportunities for potential service improvements or upgrades.
• Drive client retention within your assigned book of accounts through a proactive TBR/roadmap cadence, timely escalation resolution, and consistent CSAT performance.

Requirements

• Experience and Education: 5+ years of experience in IT account management, client success, or managing IT services/technology solutions, preferably within an MSP environment.
• Business/delivery-oriented credentials preferred, such as ITIL Foundation, PMP, CAPM, or CompTIA Project+.
• Technical certifications (A+, Server+, Network+, Security+, Linux+) are a plus but not required.
• Familiarity with M365 administration, cybersecurity practices, and IT strategy development.
• Bachelor’s degree in IT, Business, or a related field preferred but not required.
• Excellent communication, interpersonal, and project management skills.