Customer Success Manager (MSP)

About the Role

Strategy only creates value when it's prepared, documented, tracked, and executed with precision. As our client base grows, our vCIOs can't personally hold every cadence, follow-up, and commitment in their heads. You make sure they don't have to - operationalizing Modern IT's strategic client engagement so every client gets a consistent, data-driven experience and our vCIOs stay focused on strategy. You are accountable for ensuring every client's strategic engagement is scheduled, prepared, documented, tracked, and executed on cadence - with zero dropped commitments.

What You'll Own

• QBR cadence: Keep 100% of clients scheduled within their engagement windows on a master QBR calendar
• vCIO ticket queue: Triage the ticket queue daily, control aging, and make sure every commitment is captured within one business day
• QBR prep & deliverables: Build standardized decks and keep roadmaps and budgets current and on time
• Quick quotes: Turn standard and renewal needs into same-day quotes to Procurement; route larger Projects to the architect with a clean handoff
• Client health & reporting: Deliver the monthly Client Health Dashboard and weekly KPIs on time, flagging risks to the vCIO
• Communications glue: Maintain client and internal follow-ups - closing the loop, and support smooth new-client onboarding

What Success Looks Like

• 100% of clients stay scheduled within their engagement windows
• QBR decks, roadmaps, and budgets land on time, every time
• Zero lost or undocumented strategic commitments
• Quick quotes go out same-day; the monthly health dashboard is never late

Who Thrives Here

• An operator at heart who takes pride in a tight cadence and a clean queue
• A builder who has stood up or standardized a process — and wants to do it again
• Detail-oriented and process-driven, with strong executive-level documentation skills
• Calm managing many clients, deadlines, and commitments at once
• High ownership: an undocumented commitment feels like a personal miss

This Role Is Probably NOT for You If...

• You'd rather do deep, heads-down technical work than run coordination and cadence
• You want to do the strategy yourself rather than operationalizing the vCIO's
• You're uncomfortable chasing down people and owning follow-through to completion
• You need someone else to keep you organized

Requirements

• 4+ years in an MSP environment or equivalent experience in a relevant field
• Customer-service and client-management experience
• Strong organizational, communication, and deadline-management skills, with concise executive-level documentation
• Strong Excel and PowerPoint proficiency
• A founding gate: you can show a cadence, queue, or reporting process you personally built or standardized and ran reliably — not just operated
• On-call expectation: weekend on-call rotation to attend to client emergency incidents over weekends, rotated across all local/hybrid employees

Nice to Have

• A bachelor's degree
• Experience supporting account strategy or vCIO teams
• Experience coordinating procurement, vendor quoting, or renewals
• Business acumen including familiarity with P&L, ROI, and TCO

Tools You'll Use

• The ConnectWise platform (PSA, RMM, CPQ, and more)
• IT Glue and SharePoint
• Microsoft 365 with strong Excel and PowerPoint
• Microsoft 365 Copilot and Copilot Studio

How You'll Use AI

Modern IT is an AI-first company, and this is an AI-first role. You'll use Microsoft 365 Copilot extensively to prepare strategic deliverables faster and more consistently — drafting TBR decks, summarizing benchmarking and service data, and turning notes into clean, tracked action items — and you'll build agents and automations in Copilot Studio to take repetitive work out of the cadence. You validate every output for accuracy before it reaches a vCIO or client.

Benefits

• Estimated Market Salary Range: $60,000 - 115,000 annually, with flexibility based on experience and overall qualifications. Final compensation will align with skills, market data, and internal guidelines
• Comprehensive benefits package designed to support employee wellbeing, financial security, and work-life balance