Client Success Manager

Client Success Manager-Lyra Technology Group

Lyra Technology Group is seeking a Client Success Manager for one of their operating companies. As a Client Success Manager, you will serve as a strategic partner to our clients, focused on driving satisfaction, retention, and account growth. As a trusted advisor, the CSM leads proactive client engagement, including Strategic Quarterly Business Reviews (QBRs), upsell and cross-sell conversations, and roadmap development. This is a revenue-influencing role that blends technical insight into client relationship management, requiring strong communication skills and a foundation in IT services. At every point, from onboarding to ongoing consultations, the CSM team collects, analyzes, and then uses data to ensure that their clients are fully engaged and getting the value they expect.

About Lyra...

Lyra Technology Group is a family of industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term. We made our first acquisition at the beginning of 2018. Now, we hold a controlling stake in 80 companies and are continuing to grow. Our companies employ over 600 team members and sit across the Northeast, Midwest, and Eastern Canada. Each company is led by its own management team, and we are incredibly proud of the work they do.

Your work as a Client Success Manager will include several components:
• Manage Client Relationships - Serve as the primary point of contact for assigned clients, ensuring their needs are met and expectations exceeded.
• Drive Retention & Growth - Own client renewals and proactively identify expansion opportunities to increase account value.
• Own Upsell Conversations - Lead upsell and cross-sell discussions that align with client needs and PCGiT's service offerings, collaborating with AEs or leadership as needed.
• Understand the Business - Become a strategic partner by learning each client's business model, goals, IT stack, and pain points.
• Coordinate Solutions - Work cross-functionally with service delivery, technical support, and sales to resolve issues and advocate for client needs.
• Lead QBRs & Strategy Sessions - Conduct regular account reviews, usage reports, and roadmap planning sessions with clients.
• Champion the Client Experience - Ensure a high-touch, consultative experience from onboarding through renewal.

Our ideal Client Success Manager has the following qualifications:
• 2-4 years of experience in client success, account management, or related B2B customer-facing roles.
• Familiarity with IT services, MSP environments, or technical support workflows is strongly preferred.
• Strong communication and relationship-building skills with clients ranging from IT managers to C-suite.
• Confidence in conducting client meetings, reviewing technical data, and leading renewal or upsell conversations.
• Comfortable and confident leading upsell conversations, positioning solutions that create additional value.
• Experience identifying and nurturing account expansion opportunities, even without a formal quota.
• Proficiency with CRM and account management tools (HubSpot preferred).
• A proactive mindset - you solve problems before they escalate.
• Strong organizational skills and attention to detail across multiple client accounts.

If joining a team-oriented company in the tech space sounds appealing to you, let's have a conversation.