Director of Client Success

About the role

Lyra Technology Group is seeking a Director of Client Success for its operating company Two River Technology Group. The Director of Client Success is the post‑sale owner of client relationships, retention, and account growth, acting as a trusted partner for clients and driving net revenue retention through disciplined business reviews, strategic planning, and cross‑functional collaboration.

Responsibilities

• Serve as primary relationship owner for an assigned portfolio of managed services clients.
• Develop trusted relationships with executive stakeholders, business owners, and key decision‑makers.
• Act as the primary point of contact for non‑technical client communications and account‑related matters.
• Advocate for clients internally while ensuring alignment with company objectives and service delivery standards.
• Own and evolve the client success strategy and playbooks, standardizing account planning, QBR cadence, escalation paths, and renewal processes.
• Set NRR and GRR targets for the OpCo and report progress regularly.
• Build repeatable, documented playbooks for onboarding, expansion, and renewal.
• Partner with leadership on staffing and structure for the client success function, mentoring future Account Managers or CSMs.
• Conduct Quarterly Business Reviews (QBRs) focused on business objectives, technology strategy, service performance, and future planning.
• Develop strategic account plans to increase engagement, retention, and long‑term value.
• Proactively identify expansion opportunities through additional managed services, cybersecurity, Microsoft 365, cloud solutions, licensing, and professional services.
• Prepare proposals and coordinate solution recommendations with engineering and leadership.
• Manage contract renewals and renewal planning to maximize retention and minimize risk.
• Monitor client satisfaction, account health, and service adoption; address concerns proactively.
• Partner with technical and operational teams to ensure successful delivery of services and projects.
• Maintain accurate account documentation, opportunity tracking, and client activity in HubSpot and ConnectWise.
• Track and report key MSP client success metrics (NRR, GRR, renewal rate, QBR completion rate, CSAT).
• Drive organic revenue growth through account expansion, cross‑selling, and upselling initiatives.
• Maintain awareness of each client’s business objectives and identify technology solutions that deliver measurable value.
• Collaborate with leadership to develop and execute account growth strategies.

Qualifications

• 5+ years of experience in Account Management, Client Success, Customer Success, Business Development, or a similar client‑facing role.
• Experience within Managed IT Services (MSP), IT Services, SaaS, or technology industry strongly preferred.
• Demonstrated ability to build and maintain executive‑level client relationships.
• Strong communication, presentation, and interpersonal skills.
• Excellent organizational, planning, and time‑management abilities.
• Ability to manage multiple client relationships simultaneously.
• Experience using CRM platforms such as HubSpot.
• Experience with ConnectWise Manage and Sales Builder preferred.
• Comfort initiating commercial conversations and identifying opportunities within existing accounts.
• Previous consultative sales or account growth experience considered a strong asset.

Skills

• Relationship management and executive stakeholder engagement.
• Strategic account planning and QBR facilitation.
• Knowledge of managed services, cybersecurity, Microsoft 365, cloud solutions, licensing.
• Proposal development and solution recommendation.
• Contract renewal and risk management.
• Client satisfaction monitoring and issue resolution.
• CRM proficiency (HubSpot, ConnectWise).
• Data‑driven reporting of NRR, GRR, renewal rates, CSAT.
• Revenue growth through upselling, cross‑selling, and account expansion.

Pay

Targeted base compensation: $120,000–$125,000. Total on‑target earnings: $135,000–$140,000.

Schedule

Hybrid role based in Holmdel, NJ.