Client Success Manager

Client Success Manager

The Client Success Manager serves as the primary relationship owner and operational point of contact for a single, strategically significant client account. This role is responsible for the full lifecycle of client engagement, from daily operations to long-range planning. This role acts as an extension of the client's team, ensuring that all activity under the account, including projects, service, finance, procurement, and strategy, is proactively managed, clearly communicated, and aligned with the client's expectations and agreement.

This is a high-ownership, highly visible role. The right candidate brings a blend of technical awareness, business knowledge, project coordination, and the interpersonal skills necessary to build trusted, long-term relationships at all levels of a client organization.

This is a full-time, remote position open to candidates residing within the Eastern Time Zone. We offer a comprehensive benefits package including medical, dental, and vision insurance, paid time off (PTO), 401(k), life insurance, and voluntary life insurance.

Account Relationship Management

• Serve as the primary point of coordination and client accountability for all account activity, ensuring the appropriate internal teams are engaged, informed, and accountable for execution.
• Develop and maintain strong working relationships with client leadership and key contacts.
• Coordinate weekly operational meetings and monthly executive business reviews to review performance, priorities, risks, commitments, and upcoming needs.
• Maintain the account risk register and decision log.
• Document and track account-level action items through completion, escalating delays or obstacles when necessary.
• Ensure internal teams remain aligned on priorities, deliverables, and client commitments.
• Act as the client's internal advocate within Puma, escalating concerns and championing the account's interests across service, finance, procurement, and project teams.

Project Oversight

• Maintain all active projects within the account, ensuring milestones, timelines, and deliverables are met
• Maintain current project initiatives, status reports, and client-facing communications
• Identify and proactively address issues, resource conflicts, or schedule risks before they become client-impacting issues
• Ensure project communication, updates and status reporting are delivered consistently and proactively

Service Delivery Partnership

• Partner closely with the Service Delivery Manager (SDM) to ensure alignment between client expectations, business priorities, and service delivery
• Review client concerns, feedback, and service trends with the SDM to identify opportunities
• Collaborate with the SDM on major incidents, recurring issues, and service initiatives to ensure clients remain informed and priorities are aligned
• Assist with client communications during escalated issues, ensuring clear expectations, regular status updates, and accountability through resolution
• Facilitate between the client and internal teams to remove roadblocks, improve communication, and support successful service outcomes

Quoting and Proposals

• Prepare and deliver accurate, professional quotes and proposals for client requests.
• Coordinate with internal teams to develop scopes of work (SOWs) and supporting documentation.
• Ensure all proposals are complete, aligned with client requirements, and delivered on schedule.
• Proactively follow up on open opportunities, maintaining momentum through close.
• Document all updates, client expectations, communications and next steps within the opportunities and initiatives.

Strategic Planning

• Work with the vCIO, engineering, and solutions design teams to build and maintain a technology roadmap aligned with the client's business goals.
• Identify opportunities to expand the client's use of Puma services, collaborate with Puma leadership, and proactively present appropriate recommendations.
• Coordinate the review, budgeting, scoping, and presentation of planned initiatives.
• Follow up on all open initiatives and ensure overdue or deferred initiatives are reviewed, with timelines, priorities, roadmaps, and budgets updated as appropriate.

Qualifications

Required

• 3+ years of experience in account management, client success, or IT project management in a managed services or technology environment
• Demonstrated ability to manage complex, multi-stakeholder relationships with confidence and professionalism
• Strong organizational skills with the ability to manage multiple concurrent workstreams across service, project, and financial domains
• Clear and effective communicator, both written and verbal, with experience presenting to executive-level audiences
• Working knowledge of IT infrastructure, networking, cloud services, or endpoint management concepts
• Proficiency with ticketing systems, CRM platforms, and standard productivity tools

Preferred

• Experience in a named or dedicated account model within an MSP environment
• Familiarity with PSA tools such as ConnectWise, Autotask, or similar platforms
• Experience preparing and presenting quotes, SOWs, and technology roadmaps

What Success Looks Like

• Client Satisfaction: Client stakeholders consistently express confidence in Puma's communication, responsiveness, accountability, and strategic partnership.
• Service Delivery Alignment: Client priorities, concerns, and service trends are clearly communicated to the Service Delivery Manager, with appropriate follow-up and visibility maintained through resolution.
• Project Oversight: Clients receive accurate, proactive project updates, while risks, delays, and decisions are identified early and coordinated with the responsible Project Manager.
• Account Coordination: Service, project, finance, procurement, and strategy activities remain organized, documented, and aligned with client expectations.
• Account Growth: The relationship expands through trusted guidance, proactive recommendations, and the identification and advancement of appropriate solutions.
• Account Retention: The client renews its agreement, strengthens its relationship with Puma, and increasingly views Puma as a strategic partner.

Working Style & Culture Fit

The Client Success Manager role is best suited for someone who thrives on ownership and accountability. This person does not wait to be told something is off track. They are naturally organized, relationship-driven, and comfortable navigating the intersection of technical complexity and business communication. They represent Puma with professionalism, build trust through consistent execution, and take personal ownership of the long-term success, satisfaction, and strategic growth of every client they serve.