Customer Success Manager (MSP)

Job Description

Job Description

• Location: Expected to be in the La Verne office 3-4 days per week.
• Department: Business Alignment 
• Type: Full-time 

About Modern IT

Modern IT helps people and businesses move forward with confidence. We partner with business leaders and internal IT teams to simplify technology, strengthen security, and connect IT decisions to business priorities. Our focused Microsoft approach brings tools and processes together so teams can work with greater clarity.

Why This Role Exists

Clients need clear plans and dependable follow-through. You will coordinate strategic client engagement so meetings are prepared, decisions are documented, and commitments move forward. Your work helps our virtual chief information officers (vCIOs) focus on strategy while clients receive a consistent experience.

You are accountable for ensuring every client's strategic engagement is scheduled, prepared, documented, tracked, and executed on cadence - with zero dropped commitments. 

What You'll Own

• QBR cadence: Keep 100% of clients scheduled within their engagement windows on a master QBR calendar. 

• vCIO ticket queue: Triage the ticket queue daily, control aging, and make sure every commitment is captured within one business day. 

• QBR prep & deliverables: Build standardized decks and keep roadmaps and budgets current and on time. 

• Quick quotes: Turn standard and renewal needs into same-day quotes to Procurement; route larger Projects to the architect with a clean handoff. 

• Client health & reporting: Deliver the monthly Client Health Dashboard and weekly KPIs on time, flagging risks to the vCIO. 

• Communications glue: Maintain client and internal follow-ups -closing the loop, and support smooth new-client onboarding. 
  

What Success Looks Like

• 100% of clients stay scheduled within their engagement windows. 

• QBR decks, roadmaps, and budgets land on time, every time. 

• Zero lost or undocumented strategic commitments. 

• Quick quotes go out same-day; the monthly health dashboard is never late. 
  

Who Thrives Here

• An operator at heart who takes pride in a tight cadence and a clean queue. 

• A builder who has stood up or standardized a process — and wants to do it again. 

• Detail-oriented and process-driven, with strong executive-level documentation skills. 

• Calm managing many clients, deadlines, and commitments at once. 

• High ownership: an undocumented commitment feels like a personal miss. 

 

The focus of this role

• Focus on coordination, documentation, and a consistent client-engagement cadence.

• Put the vCIO’s strategy into practice through preparation, tracking, and follow-through.

• Follow up with colleagues and clients to bring commitments to completion.

• Manage your priorities and keep records current.

Requirements

Must have 

• 4+ years in an MSP environment or equivalent experience in a relevant field. 

• Customer-service and client-management experience. 

• Strong organizational, communication, and deadline-management skills, with concise executive-level documentation. 

• Strong Excel and PowerPoint proficiency. 

• A founding gate: you can show a cadence, queue, or reporting process you personally built or standardized and ran reliably — not just operated. 
• On-call expectation: the employee is expected to be on a weekend on-call rotation to attend to client emergency incidents over weekends. This responsibility will be rotated across all local/hybrid employees.
  

Nice to have 

• A bachelor's degree; experience supporting account strategy or vCIO teams. 

• Experience coordinating procurement, vendor quoting, or renewals. 

• Business acumen including familiarity with P&L, ROI, and TCO. 
  

Tools you'll use 

The ConnectWise platform (PSA, RMM, CPQ, and more); IT Glue and SharePoint; Microsoft 365 with strong Excel and PowerPoint; Microsoft 365 Copilot and Copilot Studio. 

How You'll Use AI

Modern IT is an AI-first company, and this is an AI-first role. You'll use Microsoft 365 Copilot extensively to prepare strategic deliverables faster and more consistently — drafting TBR decks, summarizing benchmarking and service data, and turning notes into clean, tracked action items — and you'll build agents and automations in Copilot Studio to take repetitive work out of the cadence. You validate every output for accuracy before it reaches a vCIO or client.

Benefits

Estimated Market Salary Range: $60,000 – 115,000 annually, with flexibility based on experience and overall qualifications. Final compensation will align with skills, market data, and internal guidelines

Modern IT offers a comprehensive benefits package designed to support employee wellbeing, financial security, and work–life balance.

 

Build for better with us

If you enjoy bringing structure to complex work and keeping client commitments moving, we’d like to hear from you.

Apply to help our clients and colleagues move forward with clarity.