Customer Success Manager (MSP)

Job Description

Job Description

• Location: La Verne, CA
• Department: Business Alignment
• Type: Full-time

About Modern IT

Modern IT is a new kind of MSP — more intentional, more informed, more inspired. We put services over servers, training and trust over technology, and heartbeats over hardware, building IT ecosystems that foster calm, spur confidence, and move people forward. As a platform-centric MSP partnered with Microsoft and ConnectWise, we serve a global client base with a distributed team.

Why This Role Exists

Strategy only creates value when it's prepared, documented, tracked, and executed with precision. As our client base grows, our vCIOs can't personally hold every cadence, follow-up, and commitment in their heads. You make sure they don't have to - operationalizing Modern IT's strategic client engagement so every client gets a consistent, data-driven experience and our vCIOs stay focused on strategy.

You are accountable for ensuring every client's strategic engagement is scheduled, prepared, documented, tracked, and executed on cadence - with zero dropped commitments.

What You'll Own

• QBR cadence: Keep 100% of clients scheduled within their engagement windows on a master QBR calendar.

• vCIO ticket queue: Triage the ticket queue daily, control aging, and make sure every commitment is captured within one business day.

• QBR prep & deliverables: Build standardized decks and keep roadmaps and budgets current and on time.

• Quick quotes: Turn standard and renewal needs into same-day quotes to Procurement; route larger Projects to the architect with a clean handoff.

• Client health & reporting: Deliver the monthly Client Health Dashboard and weekly KPIs on time, flagging risks to the vCIO.

• Communications glue: Maintain client and internal follow-ups -closing the loop, and support smooth new-client onboarding.
  

What Success Looks Like

• 100% of clients stay scheduled within their engagement windows.

• QBR decks, roadmaps, and budgets land on time, every time.

• Zero lost or undocumented strategic commitments.

• Quick quotes go out same-day; the monthly health dashboard is never late.
  

Who Thrives Here

• An operator at heart who takes pride in a tight cadence and a clean queue.

• A builder who has stood up or standardized a process — and wants to do it again.

• Detail-oriented and process-driven, with strong executive-level documentation skills.

• Calm managing many clients, deadlines, and commitments at once.

• High ownership: an undocumented commitment feels like a personal miss.

This role is probably NOT for you if…

• You'd rather do deep, heads-down technical work than run coordination and cadence.

• You want to do the strategy yourself rather than operationalizing the vCIO's.

• You're uncomfortable chasing down people and owning follow-through to completion.

• You need someone else to keep you organized.

Requirements

Must have

• 4+ years in an MSP environment or equivalent experience in a relevant field.

• Customer-service and client-management experience.

• Strong organizational, communication, and deadline-management skills, with concise executive-level documentation.

• Strong Excel and PowerPoint proficiency.

• A founding gate: you can show a cadence, queue, or reporting process you personally built or standardized and ran reliably — not just operated.
  

Nice to have

• A bachelor's degree; experience supporting account strategy or vCIO teams.

• Experience coordinating procurement, vendor quoting, or renewals.

• Business acumen including familiarity with P&L, ROI, and TCO.
  

Tools you'll use

The ConnectWise platform (PSA, RMM, CPQ, and more); IT Glue and SharePoint; Microsoft 365 with strong Excel and PowerPoint; Microsoft 365 Copilot and Copilot Studio.

How You'll Use AI

Modern IT is an AI-first company, and this is an AI-first role. You'll use Microsoft 365 Copilot extensively to prepare strategic deliverables faster and more consistently — drafting TBR decks, summarizing benchmarking and service data, and turning notes into clean, tracked action items — and you'll build agents and automations in Copilot Studio to take repetitive work out of the cadence. You validate every output for accuracy before it reaches a vCIO or client.

Benefits

Modern IT offers a comprehensive benefits package designed to support employee wellbeing, financial security, and work–life balance. Full-time employees are eligible for the following benefits:

Health & Insurance Benefits

• Medical insurance (HMO, PPO, Nationwide, and High-Deductible Plan options)

• Coverage effective Day 1

• Modern IT contributes toward employee and dependent premiums

• Basic Life and AD&D insurance (up to $50,000 provided by Modern IT)

• Optional supplemental Life and AD&D insurance (employee, spouse/domestic partner, children)

• Long-Term Disability insurance (employer-sponsored; effective after 3 months)

• 60% of earnings up to $10,000/month

• Optional Dental and Vision insurance (effective Day 1 if elected)
  

Health & Wellness Programs

• Medical Flexible Spending Account (FSA)

• Health Savings Account (HSA) for HDHP participants

• Health Advocacy Program (24/7 support for claims, billing, scheduling, coordination)

• Employee Assistance Program (confidential counseling and resources)
  

Additional Voluntary Benefits

• Critical Illness, Accident, and Disability coverage

• Perks at Work (discounts on travel, electronics, home goods, etc.)

• Adoption Assistance Program (up to $1,500 reimbursement)

• Commuter Benefits Program (pre-tax transit/parking)
  

Time Off & Holidays

• 80 hours of PTO per anniversary year (for new full-time employees)

• 6 paid sick days per anniversary year

• 7 paid company holidays

• Up to 2 floating holidays per calendar year
  

Retirement

• 401(k) plan with employer match

• Eligibility begins the first day of the month following 3 months of employment

Ready to Build Something That Matters?

If you are a senior technical leader who takes ownership, challenges the status quo, and wants to help reinvent IT for the AI era, we would love to talk.

This role is for someone who wants to build, improve, and create real impact — not just execute tickets.