Client Success Manager

The Client Success Manager (CSM) owns the day-to-day relationship with approximately 50 managed clients, working in a pod alongside our two vCIO's. The CSM is the client's go-to for quotes, orders, billing, reports, and anything that needs attention, and makes sure the vCIO's walk into every client meeting prepared, so they can stay focused on keeping client partnerships healthy. Requirements Key Responsibilities Client Relationship Ownership Serve as the primary point of contact for the administrative and operational client needs across a shared book of approximately 50 clients. Manage and triage the day-to-day client email for the pod: respond, route, or escalate as appropriate, and keep clients updated on open items, projects, and next steps. Run client check-ins on a tiered cadence: monthly for top accounts, every other month for mid-tier, and quarterly for the rest Act as an escalation point for client concerns alongside the Service Delivery Manager, and as first responder when a vCIO is unavailable Watch for risk signals (low satisfaction, stalled issues, unpaid balances) and raise them early with the vCIO and leadershipQuoting & Order CoordinationPrepare quotes for clients and vCIOs, including proactive quotes for refreshes, renewals, and gapsEnsure every roadmap quote goes out on schedule and follow up with clients on outstanding quotes and approvalsPlace and track hardware, software, and licensing orders from approval to delivery, and keep clients informed at every step Billing, Contracts & AR Serve as the billing point of contact for the clients and answer invoice questions, including questions about pricing changes at renewal. Keep our user and device counts in the contracts accurate, reconciled every quarter against Autotask and RMM data, and monitor recurring billing so clients are not surprised. Support renewals and moves to current agreements: timelines, client notices, and walkthroughsFollow up on aging receivables in a professional, relationship-focused way partnering with Finance on adjustments Service Coordination Monitor tickets and projects in Autotask and track open service issues with the Service Delivery Manager, keeping clients updatedCoordinated with clients' third-party vendors (printers, line-of-business software, carriers) Follow up on every NPS or CSAT detractor within 48 hours. QBRs, Reporting & vCIO Support Schedule QBRs and strategic meetings on a regular cadence and manage vCIOs calendarsPrepare QBR decks, agendas and client reports with IT Glue documentationPull system reports to review ticket trends, SLA performance, warranty & license status, and hardware lifecycleBuild pre-meeting briefs for vCIOs: open tickets, projects, outstanding quotes, escalations and follow-upsRun quarterly reviews for smaller clients and co-present for larger clientsSend recaps after each review Client Communications Draft and send client communications and announcements, service notes and renewal lettersProvide client Webinars and eventsReview service agreements and verify use of products purchased Key Metrics Client satisfaction (NPS and CSAT) and gross revenue retentionCheck-in cadence completion and QBRs delivered on timeRoadmap quotes sent on schedule, quote turnaround and quote-to-close rate. Order accuracy and turnaround timeAccount reconciliation, billing issue resolution, Aging AR reduction and renewals with zero lapse Benefits Paid Healthcare Premium for Employee Paid LTD Paid STD Unlimited PTO, after 90 days of service Dental and Vision Option 401k Matching Program Employee Ownership eligible