Customer Success Manager

Company Overview

Our client is an IT and Voltage Services provider with expertise in deep niche education, real estate, and construction markets. They lead with integrity and transparency, while offering innovative solutions and excellent customer-focused experience.

About the Role

The Client Success Manager is the primary owner of the client relationship — responsible for day-to-day communication, account health, retention, and organic revenue growth within an existing client portfolio. This role blends the coordination and relationship management of a traditional Account Manager, the health-monitoring and churn-prevention focus of a Client Success Manager, and the revenue instinct of a Business Development Manager — all applied exclusively within the existing client base.

The right person for this role is equally comfortable running a quarterly business review, spotting an upsell opportunity from a support ticket, and owning a client health score end-to-end. They do not chase new logos — they make existing accounts grow.

Location: Lakewood, NJ

Schedule: This is an in-person, full-time exempt position in our Lakewood, NJ office. Employees are expected to manage their schedules to fulfill role responsibilities and company needs, which may occasionally require work outside standard business hours.

Salary: $75,000 - $90,000 base salary + performance bonus tied to NRR and retention metrics.

Benefits:

• Health, dental, vision, 401k benefits
• PTO and paid holidays.
• Clear growth path toward Senior CSM, Director of Client Success.
• Collaborative, client-first culture with direct access to leadership
• Ongoing training and professional development in client success and growth strategies.

What you'll own:

Client Relationships & Day to Day Management

• Serve as the primary point of contact for an assigned portfolio of clients
• Conduct regular touchpoints and proactive check-ins to maintain strong relationships
• Coordinate and facilitate Quarterly Business Reviews (QBRs) in conjunction with TAMs.
• Manage escalations with awareness and professionalism — routing internally as needed
• Own internal follow-ups to ensure client commitments are met on time

Account Health & Retention

• Own and maintain client health scores (CSAT, NPS, engagement signals)
• Identify at-risk accounts early and lead churn prevention efforts
• Build and manage structured feedback loops between clients and internal teams
• Track client satisfaction trends and report on portfolio health regularly
• Ensure clients are fully onboarded, activated, and realizing value from services

Growth & Revenue Expansion for Existing Accounts

• Identify and pursue upsell and cross-sell opportunities within the existing client base
• Own Net Revenue Retention (NRR) targets — not responsible for net-new MRR from new clients
• Recognize and develop expansion opportunities such as new server provisioning or additional site onboarding for existing clients
• Build and manage an internal pipeline of account expansion opportunities
• Collaborate with technical and delivery teams to scope and propose expansion solutions

What Success Looks Like

• High client retention rate across your portfolio
• NRR growth driven by upsells and expansions — not new logo acquisition
• Clients proactively bring you new opportunities before looking elsewhere
• Health scores are current, accurate, and acted upon
• QBRs run smoothly and result in documented next steps and expansion conversations
• Escalations are handled gracefully with minimal client disruption

Requirements

Qualifications

• 3+ years of experience in Account Management, Client Success, or a similar client-facing role
• Demonstrated ability to manage a portfolio of accounts and drive retention
• Experience identifying and closing upsell or expansion opportunities within existing accounts
• Strong communicator with the ability to translate technical and operational topics for clients
• Proficiency with CRM tools and health tracking platforms
• Highly organized with the ability to manage multiple accounts and priorities simultaneously

Nice to Have

• Experience in managed services, SaaS, LaaS, or digital infrastructure
• Familiarity with server environments, site migrations, or technical onboarding processes
• Background working cross-functionally with technical, support, and delivery teams

Compensation

The published salary range is used as a guide to provide prospective candidates with a level of compensation that is competitive with today’s market. The salary range for this position is a good faith estimate that allows for flexibility to align with various levels of experience, education, and performance.

EEO Statement

Topaz HR is an Equal Opportunity Employer, and we do not discriminate on the basis of race, color, religion, gender, national origin, age, disability, or any other status protected by applicable law. We value and are committed to creating an inclusive environment for all employees.

Please Note: Topaz HR is conducting this search on behalf of one of our clients. The employer's name will be disclosed during the interview process, and all hiring decisions will be made directly by the client.