Client Success Manager

Preferred Business Systems, Inc., a premier technology and solutions provider, is seeking a dynamic and results-driven Account Manager to join our team. This is a relationship-building position measured in client satisfaction. If you enjoy working with people, forging relationships, and advocating persistently, you will find this position highly rewarding. About the Role The Client Success Manager is responsible for managing a portfolio of existing clients, ensuring they receive maximum value from our services while identifying opportunities to grow the relationship. This role is focused on client relationships, retention, and upselling—not front-line customer service. In this position, you will serve as the primary business contact for your assigned accounts, conduct regular business reviews, and work closely with our service/technical teams to ensure client needs are met and revenue targets are achieved. Key Responsibilities Client Relationship & Retention Serve as the primary point of contact for assigned client accounts. Build and maintain strong, long-term relationships with key client stakeholders (executives, decision-makers, and influencers). Conduct regular onsite and virtual client “drop-ins” to maintain presence and trust. Proactively identify and address client issues, risks, and satisfaction drivers to ensure high retention. Account Growth & Upselling Own upsell and cross-sell opportunities within assigned accounts to meet or exceed revenue quotas. Develop and present quotes and proposals for additional services, projects, and upgrades. Work with clients to align services with their business goals, driving adoption of new solutions and increasing wallet share. Track and report on pipeline, forecasts, and progress toward growth targets. QBRs & Strategic Planning Plan, schedule, and lead Quarterly Business Reviews (QBRs) with key accounts. Present performance metrics, project status, service improvements, and strategic recommendations. Translate technical information into business-focused conversations and ROI discussions. Create and maintain account plans that align with client roadmaps and internal revenue goals. Collaboration with Service & Technical Teams Coordinate with service desk, field technicians, and project teams to ensure a high-quality client experience. Communicate client expectations, timelines, and escalations to internal teams. Participate in internal meetings to advocate for client needs and prioritize work that impacts client satisfaction and retention. Ensure clients are informed about ongoing work, tickets, projects, and changes. Operational & Administrative Maintain accurate client information, contacts, activities, and opportunities in the CRM/PSA system. Prepare follow-up documentation, summaries, and action items after client meetings and QBRs. Support the development and refinement of client success processes, playbooks, and best practices. Qualifications Required: 3+ years of experience in Client Success, Account Management, or similar role. Experience in an MSP (Managed Service Provider), IT services, SaaS, or similar service-based industry. Proven track record of meeting or exceeding upsell/renewal quotas or revenue targets. Demonstrated experience conducting QBRs or account review meetings with business stakeholders. Strong client-facing communication skills (written, verbal, and presentation). Ability to multitask and manage multiple accounts, priorities, and deadlines simultaneously. Experience working closely with technical/service teams and translating technical language into business terms. Proficiency with CRM and/or PSA tools (e.g., ConnectWise, Autotask, Salesforce, HubSpot, etc.). Preferred: Familiarity with common MSP offerings (managed services, cybersecurity, cloud services, backup/DR, etc.). Experience building and presenting quotes and proposals. Background in B2B environments with SMB and mid-market clients. Basic understanding of IT infrastructure and service delivery. Strong relationship-building and client management skills. Sales-minded with a consultative approach to identifying and closing upsell opportunities. Highly organized and detail-oriented with strong follow-through. Comfortable leading meetings with executives and technical stakeholders. Ability to handle and prioritize multiple clients, tasks, and deadlines. Problem-solver with a proactive mindset and sense of ownership. Professional, confident, and calm under pressure. Performance Metrics Client retention rate and renewal success. Upsell/cross-sell revenue and quota attainment. Client satisfaction/NPS or related metrics. Completion and quality of QBRs and account plans. Response time and follow-through on client issues and requests. Skills Effectively combine communication skills with industry/company knowledge to articulate Preferred Business Systems’ vision and strategy, while showing our business value and impact to clients. Ability to conduct B2B presentations. Excellent analytical, logical thinking, and critical thinking skills. Ability to explain complex solutions at a high-level. Excellent sales and customer service skills with proven negotiation skills. Set and manage appropriate prospect or client expectations regarding proposed solution from presale, sales, and post-delivery. Strong organizational skills with attention to detail. Proficient with Microsoft Office Suite or related software. Ability to work independently and as a member of the sales team. Understanding of MSP, Security, and Cloud business model. Preferred Experience Experience with quoting tools Experience with PSA/Ticketing System Experience with online collaboration tools (ex. ScalePad) Physical Requirements Prolonged periods of sitting at a desk and working on a computer. Must be able to travel offsite for client meetings Job Type: Full-time Pay: From $60,000.00 per year 401(k) 401(k) matching Health insurance Paid time off Vision insurance Application Question(s): Walk me through your experience managing existing client accounts. What types of clients and what size portfolios have you handled? Have you worked for an MSP, IT services, or similar service-based company? What were the main services you supported? Tell me about a time you successfully upsold or expanded services with an existing client. What did you sell and how did you approach it? #J-18808-Ljbffr Preferred Business Systems, Inc.