MSP - Technical Customer Success Manager (On-Site)

Job Description

Job Description

Overview

The Customer Success Manager (CSM) is responsible for building strong client relationships, ensuring customer satisfaction, and driving long-term retention within a Managed Service Provider (MSP) environment. This role acts as the primary point of contact for clients, aligning IT services with business goals, identifying growth opportunities, and ensuring successful service delivery.

Key Responsibilities

Client Relationship Management

• Serve as the primary liaison between clients and the MSP 
• Build and maintain long-term relationships with key stakeholders 
• Conduct regular check-ins, business reviews (QBRs), and strategic planning sessions 
• Ensure client expectations are met or exceeded 

Customer Success & Retention

• Monitor client health, satisfaction, and engagement 
• Proactively identify risks and mitigate churn 
• Drive adoption of services, tools, and best practices 
• Advocate for the client internally 

Service Delivery Alignment

• Work closely with technical teams (Help Desk, NOC, Engineering) to ensure high-quality service delivery 
• Translate technical issues into business impact for clients 
• Ensure SLAs and KPIs are consistently met 

Account Growth & Strategy

• Identify upsell and cross-sell opportunities (cloud, security, backup, compliance, etc.) 
• Assist clients in IT budgeting and roadmap planning 
• Align MSP services with client business objectives 

Issue Escalation & Resolution

• Act as an escalation point for client concerns 
• Coordinate internally to resolve issues efficiently 
• Ensure clear communication and follow-through 

Reporting & Metrics

• Track and report on customer success metrics (CSAT, NPS, retention rates) 
• Prepare and present reports during client meetings 
• Use PSA/CRM tools to maintain accurate account records 

Required Qualifications

• 3–5+ years of experience in Customer Success, Account Management, or IT Service Management 
• Experience working in an MSP or IT services environment (highly preferred) 
• Strong understanding of IT infrastructure, cloud services (e.g., Microsoft 365, Azure), and cybersecurity concepts 
• Excellent communication and relationship-building skills 
• Ability to manage multiple client accounts simultaneously 

Preferred Skills

• Familiarity with PSA tools (e.g., ConnectWise, Autotask) and RMM platforms 
• Experience with QBRs and IT strategy planning 
• Strong problem-solving and conflict resolution skills 
• Sales acumen for identifying growth opportunities 
• Project coordination experience

Work Environment

• On-Site (5 Days a week in Office) - NO REMOTE or HYBRID OPTIONS

  Compensation & Benefits

• Competitive salary (based on experience)
• Health insurance
• Paid time off and holidays
• Professional development and certification support
• 401(k) with company match (if applicable)

Why Join Us

• Work with a collaborative and technically strong team
• Exposure to diverse technologies and client environments
• Opportunities for career growth within the MSP organization