Client Success Manager

Job Description

Job Description

Description

This is not a traditional Client Success role.

We are intentionally evolving beyond passive relationship management, reactive support, or administrative coordination. We are building a team of Strategic Technology Advisors who take ownership of client outcomes and directly influence long-term business trajectory.

As a Client Success Manager (CSM), you will act as a trusted consultative partner leading executive conversations, uncovering operational risk, and aligning complex technology strategies to real business outcomes.

If you’re looking for ownership, autonomy, and the ability to influence client strategy, this is where you build.

Compensation is inclusive of base salary, commissions and/or bonuses, and allowances. 
Key Responsibilities

You won’t just manage accounts—you will lead the client experience and drive outcomes:

• Strategic Alignment
  • Lead executive-level conversations on IT strategy, cybersecurity, cloud, and lifecycle planning
  • Align technology investments to business goals and operational maturity 
• Risk Identification & Mitigation  
  • Proactively uncover operational friction, business risk, and technology gaps 
  • Translate complex environments into clear, actionable recommendations 
• Portfolio Health & Growth  
  • Own retention and Net Revenue Retention (NRR) across your portfolio 
  • Identify and position expansion opportunities tied to measurable outcomes 
• I nternal Orchestration  
  • Act as the internal quarterback across engineering, support, and sales teams 
  • Ensure commitments are executed and client outcomes are delivered 
• Lifecycle & Relationship Management  
  • Navigate multi-threaded relationships across leadership, operations, finance, and IT 
  • Guide clients through evolving priorities, initiatives, and technology rollouts

Skills, Knowledge & Expertise

We hire for mindset, ownership, and thinking ability over resumes and buzzwords. Strong candidates consistently demonstrate:

• Executive Presence  
  • Clear, confident communication with both technical and non-technical stakeholders 
  • Ability to lead high-value business conversations 
• C onsultative Curiosity  
  • Asks sharp questions to uncover root-cause business issues 
  • Moves beyond symptoms to identify strategic opportunities 
• Technical Fluency (Not Engineering)
  • Comfortable discussing IT, cybersecurity, AI communications, and physical security 
  • Able to translate technical complexity into business impact 
• Ownership Mentality  
  • Takes accountability for outcomes and follows through 
  • Operates effectively in fast-paced, evolving environments 
• Strategic Thinking  
  • Uses data, trends, and account insights to tell a clear “before and after” story 
  • Connects technology decisions to measurable business outcomes 

The Reality of This Role
This is a high-impact role with real ownership.

• You will directly influence client retention, growth, and long-term success
• You will balance competing priorities across multiple stakeholders
• You will operate in a fast-moving managed services environment

This is not a maintenance role - it’s a builder role.

Job Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid time off
• 401K