Client Success Manager

Job Title: Client Success ManagerType: Full-Time, RemoteWorking 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 CompanyOur 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 DescriptionThe 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 ResponsibilitiesClient Relationship ManagementBuild, strengthen, and retain long-term client relationshipsEnsure key clients are highly satisfied and remain profitableConduct regular client reviews (quarterly/semi-annual/annual)Serve as a client advocate and escalate issues when neededRequest referrals and testimonials as appropriateClient Success OperationsCoordinate weekly/monthly/quarterly client touchpointsPrepare and deliver weekly status update reportsDocument client data, issue resolutions, and track outcomesConduct account surveys and strategic roadmap sessionsEvaluate accounts and determine review/touchpoint frequencyCross-functional CollaborationWork with Service Desk, Professional Services, Finance, and Marketing teamsShare client feedback with relevant internal and external teamsPartner with Sales to identify and assist with upsell opportunities and project requestsDrive process improvements through trend/root cause analysisSupport and EscalationOversee ticket resolution and support escalation as necessaryFacilitate service desk meetings and ensure resolution timelines are metEnsure smooth communication flow between clients and internal teamsRequirementsRequired SkillsBachelor’s degree preferredAt least 3 years in a customer-facing support or consulting roleExperience with small SMB clients is a plusFamiliarity with sales, marketing, and business strategyExperience using CRMs such as Autotask and HubSpotDirect closing experience preferredStrong English communication skills (both verbal and written)Exceptional collaboration and interpersonal skillsAnalytical and solutions-oriented mindsetPassion for delivering exceptional service and building client trustOrganizational excellence and attention to detailAbility to manage multiple priorities and meet deadlinesProactive in identifying and resolving client needsComfortable leading meetings and presenting updatesTechnical RequirementsFrequent 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

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