Client Success Manager

Description

We are seeking a client-focused and strategic Client Success Manager to join our team. In this role, you will serve as the primary relationship owner for an assigned portfolio of clients, helping ensure they receive ongoing value from our services and remain aligned with the right technology strategy to support their business goals.

The Client Success Manager is responsible for building trusted advisor relationships, driving proactive communication, monitoring client health, and partnering across internal teams to deliver a strong overall client experience. This individual will play a key role in supporting retention, identifying risks early, and helping clients plan for future needs through regular business reviews, service insights, and long-term account planning.

This role is ideal for someone who is consultative, organized, and comfortable working at the intersection of client relationship management, service delivery, and strategic account support.

Main Responsibilities

Client Relationship Management

• Build and maintain trusted advisor relationships with assigned clients, serving as the primary point of contact for the overall client experience.
• Develop a strong understanding of each client’s business priorities, operational challenges, and long-term goals.
• Drive proactive communication with clients through regular touchpoints, strategic conversations, and follow-up on key initiatives.
• Ensure clients feel informed, supported, and confident in the direction of the partnership.

Client Health, Retention, and Strategic Planning

• Monitor client health and engagement across assigned accounts, identifying risks, service concerns, or signs of dissatisfaction early.
• Proactively address retention risks by coordinating with internal stakeholders and helping drive appropriate action plans.
• Lead Quarterly Business Reviews (QBRs) and other strategic client meetings to review performance, align on priorities, and discuss future opportunities.
• Develop and maintain strategic account plans focused on client goals, service alignment, retention, and long-term partnership health.
• Provide clients with relevant reporting, service insights, trend analysis, and recommendations for improvement.
• Manage client escalations by coordinating with internal teams, ensuring timely resolution and clear communication to clients throughout the process.
• Support renewal readiness by ensuring alignment, client satisfaction, and clear articulation of value delivered, while partnering with sales on pricing, proposals, and commercial execution.

Cross-Functional Collaboration

• Partner closely with service delivery, leadership, sales, and other internal teams to align resources and support client outcomes.
• Coordinate service delivery across internal teams to ensure client needs, priorities, and expectations are consistently met.
• Advocate internally for client needs while balancing service quality, operational sustainability, and business priorities.
• Help ensure alignment between client expectations and the services being delivered.
• Coordinate internal follow-up on client concerns, service gaps, and strategic priorities.

Opportunity Identification and Account Support

• Identify potential projects, service enhancements, or improvement areas, and partner with sales to evaluate and advance commercial opportunities where appropriate.
• Partner with Inside Sales or sales teams to transition identified needs into qualified opportunities and support successful advancement through the sales process.
• Support long-term client success by ensuring needs are identified and aligned with appropriate internal resources.

Onboarding and Process Improvement

• Support and coordinate the client onboarding experience in partnership with internal teams to ensure a smooth transition from sales to service delivery.
• Help improve client success processes, communication cadence, and account management workflows over time.
• Contribute to a consistent and scalable client experience across the lifecycle of the account.

Industry and Market Awareness

• Stay informed on industry trends, client challenges, and changes in technology that may impact assigned clients.
• Bring relevant insights and recommendations to client conversations where appropriate.

Requirements

• 4+ years of experience in Client Success, Account Management, Customer Success, Service Delivery, or a related client-facing role, preferably within an IT services, managed services (MSP), or technology environment.
• Strong consultative communication skills with the ability to build credibility and trust with clients at multiple levels of an organization.
• Demonstrated ability to understand client needs and translate them into clear, actionable recommendations.
• Experience managing client relationships with a focus on retention, satisfaction, and long-term partnership growth.
• Ability to identify and manage client risk, including dissatisfaction, disengagement, or service concerns.
• Strong problem-solving and conflict resolution skills, with the ability to coordinate the right internal resources when issues arise.
• Professional verbal and written communication skills, including comfort leading executive-level conversations and presentations.
• Strong organizational and time management skills, with the ability to manage multiple accounts, priorities, and follow-up items effectively.
• Ability to work cross-functionally and build strong internal partnerships across service, sales, and leadership teams.
• Comfort discussing technical concepts with clients and communicating those concepts clearly to both technical and non-technical audiences.
• Self-starter mindset with sound judgment, attention to detail, and adaptability in a fast-paced environment.
• Bachelor’s degree or equivalent relevant experience preferred.

Preferred Qualifications

• Experience working in an MSP, technology services, IT consulting, or recurring-revenue services environment.
• Experience leading Quarterly Business Reviews, strategic account reviews, or client planning sessions.
• Familiarity with service performance reporting, account health management, and retention-focused client success practices.
• Experience working with clients across multiple industries or business verticals.

Success in This Role Will Be Measured By

• Client Retention
• Revenue Retention
• Client Churn Rate
• QBR completion for assigned clients
• CSAT Score
• NPS
• Client Health
• Referrals

What ATB Technologies Brings To The Table

• Competitive compensation package, and full employee benefits package.
• An award-winning collaborative, flexible, innovative, and supportive culture – INC 5000 Award Winner, STL Best Places to Work, INC Best Places to Work, MSP 501 and St. Louis Fast 50 awards.
• Unlimited Vacation Policy, Matching 401k, 8 Paid Holidays.
• Company-paid lunch offered two days per week.
• Remote work offered on Fridays each week.
• Employer-paid Employee Health/Dental/Vision Benefits.

Disclosures

• The compensation listed for this role represents a good-faith estimate of expected first-year On-Target Earnings (OTE). Actual earnings may vary based on individual performance and applicable team or company metrics. Compensation is structured as a base salary plus performance-based bonuses.