Client Success Manager

Client Success Manager

The Client Success Manager (CSM) ensures that clients achieve exceptional outcomes and have positive experiences with Nexus IT. The CSM is responsible for managing client relationships, ensuring the timely resolution of technical issues, and aligning their technology with business goals. Acting as a strategic partner, the CSM helps clients navigate their IT roadmaps and ensures their environments remain secure.

You create value by building strong client relationships, ensuring satisfaction, and aligning client technology strategies with their business needs. Through proactive issue resolution and strategic IT planning, you ensure clients maximize their IT investments while keeping their environments secure and future-ready.

Essential Duties and Responsibilities:

• Serve as the primary subject matter expert (SME) on assigned client accounts, ensuring a high level of client satisfaction and retention.
• Collaborate with internal teams (Service Desk, Escalations, NOC) to ensure client environments are well maintained and issues are resolved efficiently.
• Maintain high-quality documentation for client environments, including device setups, software updates, policy changes, and compliance records.
• Develop and maintain IT roadmaps for clients, ensuring their environments remain secure, up to date, and aligned with business objectives.
• Proactively monitor and track technical KPIs and other key service performance metrics. Use findings to drive improvements in service delivery and report key insights to leadership.
• Utilize CRM, ticketing systems, and data analysis tools to track and improve performance metrics.
• Collaborate with account managers to ensure alignment of technical services with client needs and identify opportunities for potential service improvements or upgrades.
• Drive client retention within your assigned book of accounts through a proactive TBR/roadmap cadence, timely escalation resolution, and consistent CSAT performance.

Working Conditions:

• Professional office environment with opportunities for remote work.
• Occasional on-site visits to client locations may be required.
• Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed or required.

Requirements:

• 5+ years of experience in IT account management, client success, or managing IT services/technology solutions, preferably within an MSP environment.
• Business/delivery-oriented credentials preferred, such as ITIL Foundation, PMP, CAPM, or CompTIA Project+. Technical certifications (A+, Server+, Network+, Security+, Linux+) are a plus but not required.
• Familiarity with M365 administration, cybersecurity practices, and IT strategy development.
• Bachelor's degree in IT, Business, or a related field preferred but not required.
• Excellent communication, interpersonal, and project management skills.