Customer Success Manager

Customer Success Manager, Small Business Tailored Technology Services | Irvine, CA | On-site About the Role We're looking for a Customer Success Manager to own relationships with a portfolio of roughly 60 small business clients. This is not a sales or new logo role. Your job is to make sure existing clients feel supported, understood, and confident in their technology, and to keep them that way. You’ll run structured business reviews, maintain technology roadmaps, and serve as the connective tissue between clients and our internal teams. The growth you drive comes from deepening relationships and identifying opportunities within your existing book, not from outbound selling. If you’ve worked in an MSP environment and you know what it means to run a TBR, manage a client cadence, and translate tech into business terms for an SMB owner, this role was written for you. What You’ll Do Client Relationships Serve as the primary point of contact for your assigned accounts Run scheduled Technology Business Reviews (TBRs) and maintain a consistent communication cadence Document client goals, concerns, and upcoming changes Follow up on any neutral or negative feedback promptly Maintain a 12-24 month technology roadmap for each client Track aging equipment, warranty expirations, and lifecycle replacements Review backup status and security baseline compliance Identify project opportunities that emerge naturally from client reviews Keep client documentation accurate and current Service Oversight Review ticket trends and recurring issues monthly Monitor SLA compliance across your accounts Coordinate with Service Delivery to resolve patterns before they become problems Escalate risks to leadership when needed Internal Collaboration Work closely with Helpdesk and NOC teams on recurring issues Log meeting notes and action items in CRM/PSA within 48 hours Keep internal teams informed of upcoming client changes How Success is Measured TBRs completed for 100% of assigned accounts each quarter Client retention at 95% or higher CSAT at 95% or higher across your portfolio Recurring ticket volume trending down year over year Technology roadmaps documented for every account Action items closed on time at 90% or better What We’re Looking For Direct experience working at a managed service provider in a client-facing role (required) Comfortable facilitating TBRs and translating technology recommendations into business terms Strong organizational habits and consistent follow-through Familiarity with PSA and RMM tools (ConnectWise, Autotask, or similar) A consultative, relationship-first approach with clients Compensation $80,000 - $100,000 base salary + up to $10,000 annually in quarterly performance incentives About Tailored Technology Services Tailored Tech was founded on the belief that not every company deserves a one‑size‑fits‑all approach. We’re a growing MSP based in Irvine serving small and medium‑size businesses across Southern California, and we take the partner relationship seriously, not just the service contract. Our mission is to enable client success through custom‑tailored technology services that drive productivity and allow our customers to scale efficiently. You won’t be a number here. You’ll sit near the CEO, work closely with a tight‑knit team, and have a real impact on how the company grows. #J-18808-Ljbffr