Customer Success Manager

Job Description

Job Description

Location and Travel

• This position must be based in Minnesota. Mankato or the surrounding area is strongly preferred.

• Regular travel to client sites across Minnesota and Iowa is required for business reviews, escalations, and relationship meetings. A valid driver's license and reliable transportation are required.

• Some client sites are criminal justice agencies. The CSM must be able to pass a fingerprint-based background check and complete CJIS Security Awareness Training to access those sites.

Purpose of the Role

The Client Success Manager (CSM) owns the health, retention, and growth of existing client relationships. This person is the primary business contact for clients after onboarding, responsible for keeping each client on the current technology stack, package, and pricing, running structured business reviews that surface new work, and ensuring client issues are resolved and escalations do not damage the relationship. The role turns a book of existing agreements into a stable, growing, and more profitable base of recurring revenue.

This is a relationship and revenue role, not a technical delivery role. The CSM does not perform technical work. The CSM partners with the Technology / Service Manager, who owns delivery, so what is promised to clients is delivered efficiently, and what is delivered efficiently becomes the next opportunity.

Core Responsibilities

Technology Business Reviews (TBRs) and Quarterly Business Reviews (QBRs)

• Own and run a recurring cadence of business reviews with clients. The target state is that the large majority of clients receive a review each quarter, on schedule, with a decision-maker present.

• Prepare each review from real data supplied through the alignment and service process: service and ticket performance, satisfaction, security and risk posture, and progress against the client's roadmap.

• Use the review to understand the client's business plans for the next 9 to 18 months and to translate those plans into a technology roadmap and budget.

• Schedule the next twelve months of reviews while the decision-maker is in the room and follow up in writing after every review.

 

Upsell, Cross-Sell, and Roadmap Revenue

• Identify and progress upsell and cross-sell opportunities so that clients move onto the full technology stack, current package, and current pricing.

• Maintain a cross-sell matrix showing, for every client, which offerings they have and which they are missing, and work the gaps.

• Convert roadmap items into quoted projects, partnering with the delivery team on scope, and track them to close.

• Grow the recurring-revenue base net of any client losses, and generate project revenue against the base. Specific targets are set in the Performance Scorecard.

Client Escalation Management

• Serve as the client-facing owner of escalations. When a client is unhappy or an issue stalls, the CSM owns the communication and the path to resolution.

• Maintain an escalation log with clear status, owner, and resolution time, and drive each escalation to closure with the delivery team.

• Protect the relationship during and after failures, and turn resolved escalations into evidence of the value delivered at the next review.

 

Operational Partnership with the Technology / Service Manager

• Partner with the Technology / Service Manager on the levers that make delivery efficient and profitable: technician utilization, ticket flow, escalation handling, and workflow management in Autotask.

• Bring the client's point of view into service operations, and bring service reality into client conversations, so promises and delivery stay aligned.

• Help keep client documentation, agreements, and configurations accurate and current.

New Logo Sales (Backup Coverage)

New-client sales are owned by the primary salesperson. When that person is unavailable, including during leave, vacancy, or capacity constraints, the CSM provides backup coverage so that no qualified opportunity goes unanswered. This is a secondary responsibility; retention and growth of the existing client base remains the priority.

• Respond to inbound leads and referrals promptly, and run initial discovery to confirm fit, size, decision-maker, budget, and timing.

• Coordinate any technical assessment or scoping with the Technology / Service Manager before a proposal is issued.

• Prepare and present proposals using the standard packages, pricing, and agreement templates. Discounts, non-standard scope, or changes to terms require leadership approval.

• Log all activity and opportunity status in the CRM so the pipeline stays current and the primary salesperson can pick up any deal without a gap.

• Hand active opportunities back to the primary salesperson on their return, with full notes. New clients won during coverage transition to the CSM's book after onboarding.

• If backup coverage becomes a sustained part of the workload rather than an occasional one, priorities and scorecard targets are reviewed with leadership.

What This Role Does Not Do

• Hands-on technical work, including setups, deployments, and ticket resolution. The CSM owns the client outcome of an escalation, not the technical fix.

• Serving as the delivery project manager during new-client onboarding.

 

Qualifications and Attributes

Required

• Three or more years in account management, client success, customer service, or a business-analyst role.

• A working, business-level understanding of managed IT services and network fundamentals, enough to hold a credible conversation with a client decision-maker and translate technical recommendations into business terms.

• Strong presentation and written communication skills, and comfort in front of business owners and executives.

• Organized and detail-oriented, able to run a recurring review cadence and keep paperwork, quotes, and logs accurate.

• Commercial instinct: able to spot an opportunity, build a simple business case, and ask for the business without being pushy.

Strongly Preferred

• Prior experience at a managed service provider or technology service provider.

• Familiarity with a PSA platform, ideally Autotask, and with business-review or roadmap tools.

• Experience running QBRs, TBRs, or equivalent structured client reviews.

\nCompany Description

Rapidly growing MSP, expanding into the Minnesota market, providing computer and networking support to businesses in the Colorado Front Range since 1993. We specialize in providing reliable, efficient, and timely IT support and consulting services to companies of all sizes. Today, building and maintaining a reliable computer network is not just standard practice, it's a necessity.

Company Description

Rapidly growing MSP, expanding into the Minnesota market, providing computer and networking support to businesses in the Colorado Front Range since 1993. We specialize in providing reliable, efficient, and timely IT support and consulting services to companies of all sizes. Today, building and maintaining a reliable computer network is not just standard practice, it's a necessity.