Client Success Manager
Job Title: Client Success Manager
Type: Full-Time, Remote
Working Hours: Monday to Friday, 9 AM - 5 PM EST (with flexibility as needed)
Compensation: USD $2,000-$3,000/month (salary based on assessment)
About the Company
Our client is a leading Managed Services Provider (MSP) delivering innovative IT solutions and services. Our focus is on helping organizations transform their IT environments, improve business operations, and enhance security. Join our dynamic team and be part of a company that's driving technological advancement and delivering exceptional value to its clients.
Job Description
The Client Success Manager serves as the primary liaison between our company and our clients. This role is responsible for nurturing profitable, long-term client relationships by ensuring successful delivery and adoption of our services. You will collaborate with cross-functional teams—including Sales, Service Desk, Centralized Services, and Professional Services—to address client needs, resolve issues, and identify opportunities for upselling or expanding service offerings.
Strong English communication is essential, as you will be managing ongoing client communications, facilitating reviews, and representing the company in both verbal and written interactions.
Key Responsibilities
Client Relationship Management
Build, strengthen, and retain long-term client relationships
Ensure key clients are highly satisfied and remain profitable
Conduct regular client reviews (quarterly/semi-annual/annual)
Serve as a client advocate and escalate issues when needed
Request referrals and testimonials as appropriate
Client Success Operations
Coordinate weekly/monthly/quarterly client touchpoints
Prepare and deliver weekly status update reports
Document client data, issue resolutions, and track outcomes
Conduct account surveys and strategic roadmap sessions
Evaluate accounts and determine review/touchpoint frequency
Cross-functional Collaboration
Work with Service Desk, Professional Services, Finance, and Marketing teams
Share client feedback with relevant internal and external teams
Partner with Sales to identify and assist with upsell opportunities and project requests
Drive process improvements through trend/root cause analysis
Support and Escalation
Oversee ticket resolution and support escalation as necessary
Facilitate service desk meetings and ensure resolution timelines are met
Ensure smooth communication flow between clients and internal teams
Requirements
Required Skills
Bachelor’s degree preferred
At least 3 years in a customer-facing support or consulting role
Experience with small SMB clients is a plus
Familiarity with sales, marketing, and business strategy
Experience using CRMs such as Autotask and HubSpot
Direct closing experience preferred
Strong English communication skills (both verbal and written)
Exceptional collaboration and interpersonal skills
Analytical and solutions-oriented mindset
Passion for delivering exceptional service and building client trust
Organizational excellence and attention to detail
Ability to manage multiple priorities and meet deadlines
Proactive in identifying and resolving client needs
Comfortable leading meetings and presenting updates
Technical Requirements
Frequent computer work (data entry, reports, proposals)
Attendance in client meetings (virtual and/or in-person)
Ability to analyze and act on service-related data and insights