Client Success Manager

Position Summary

The Client Success Manager (CSM) owns the client relationship for assigned accounts. The CSM builds and maintains strong client relationships, ensures a high level of client satisfaction, and helps drive the successful delivery of managed IT services by aligning internal teams around each client's needs.

As the primary relationship point of contact between IntelliComp and the client, the CSM works closely with internal technical teams and other departments to ensure client needs are understood, expectations are managed, and services are delivered effectively.

The Client Success Manager takes a proactive approach to client engagement, identifying opportunities to improve the client experience, strengthen relationships, support technology planning, and ensure alignment between the client's business objectives and the services provided.

The ideal candidate is organized, relationship-driven, proactive, and comfortable communicating technical concepts in a business-friendly manner.

Key Responsibilities

Account Management

• Serve as the primary relationship manager for assigned accounts, building trusted relationships with key stakeholders and decision-makers.
• Develop a strong understanding of each client's business, organizational structure, priorities, challenges, and technology environment.
• Maintain regular communication to align expectations, address needs, and monitor account health and client satisfaction.
• Proactively identify concerns, relationship risks, and opportunities to increase the value delivered through the MSP partnership.
• Coordinate client requests, concerns, and feedback with the appropriate internal teams through resolution.

Client Engagement 

• Plan and lead client meetings by reviewing service metrics, preparing agendas, documenting discussions, and communicating follow-up actions.
• Facilitate conversations about service performance, outstanding issues, upcoming initiatives, risks, and client priorities.
• Maintain proactive communication between scheduled meetings and keep clients informed of relevant updates and recommendations.
• Partner with technical leadership on technology planning and strategic discussions.
• Track meeting commitments through completion while maintaining a professional, consultative approach.

Service Delivery Review and Coordination

• Coordinate client-impacting issues and escalations with internal technical teams, ensuring appropriate attention, communication, and follow-through.
• Keep clients informed of the status of outstanding issues and initiatives.
• Communicate recurring service challenges and material risks to internal leadership.

Process Contribution & Continuous Improvement

• Contribute to the development and refinement of client communication, account management, and engagement processes.
• Share client feedback and recurring friction points to help refine service, onboarding, and communication standards.
• Recommend improvements to internal handoffs and workflows that affect accountability, coordination, and continuity of service.

Client Onboarding & Continuity

• Support the onboarding of new clients as needed and ensure a smooth handoff into ongoing account management.
• Maintain current knowledge of each client's environment, history, priorities, and key recommendations.
• Document account activity thoroughly and promptly to preserve continuity across teams.

Client Retention & Account Growth

• Identify retention risks and develop strategies to address concerns and strengthen long-term relationships.
• Identify opportunities to expand services based on evolving client needs and business objectives.
• Support renewal discussions by demonstrating ongoing service value through consistent communication, reporting, and strategic engagement.

Internal Collaboration & Communication

• Serve as the communication bridge between clients and internal teams, clearly conveying priorities, expectations, commitments, and business requirements.
• Build effective working relationships across technical teams, operations, sales, and leadership.
• Participate in internal account and service delivery reviews, representing the client's perspective, priorities, and expectations.
• Promote accountability, responsiveness, and client-first service across the organization.

Reporting, Documentation and Account Health

• Maintain accurate, timely account documentation in designated CRM and PSA systems, including key contacts, business objectives, service expectations, client feedback, and meeting notes.
• Track and communicate account health indicators, service trends, client satisfaction, open concerns, retention risks, and opportunities for improvement.
• Prepare client-facing reports and presentations as needed.
• Track commitments, action items, and follow-up activities through completion.
• Provide regular updates to leadership on account status, relationship health, and emerging opportunities or risks.

Required Qualifications

• 2+ years of experience in client success, account management, customer relationship management, or a similar client-facing role.
• Experience working within a Managed Service Provider (MSP), IT services organization, or technology-related environment preferred.
• Experience supporting client retention, renewals, and account growth.
• Strong written and verbal communication skills.
• Experience leading client meetings, including quarterly business reviews (QBRs) or strategic business reviews.
• Ability to build and maintain relationships with business stakeholders and technical teams.
• Strong organizational skills and attention to detail.
• Ability to manage multiple client relationships and competing priorities.
• Proficiency with CRM, PSA, ticketing, and productivity platforms.

Preferred Qualifications

• Familiarity with IT service management concepts, SLAs, ticketing systems, and managed IT services.
• Basic familiarity with Microsoft 365, Azure, Entra ID, and licensing models, with the ability to align licensing to client needs and involve specialists when needed.
• Familiarity with AI tools for productivity, research, and client communications, with sound judgment around confidentiality, security, and organizational policies.
• Understanding of common IT infrastructure, cybersecurity, cloud services, and technology environments.

Success in This Role Looks Like

• Clients feel heard, valued, and confident in their MSP partnership - they know their CSM understands their business, priorities, and concerns and is consistently advocating for them.
• Clients are proactively engaged, not just contacted when something goes wrong -regular conversations, business reviews, and follow-ups create a strong cadence of communication and trust.
• Issues and risks are identified before they become client problems — the CSM recognizes trends, escalates concerns appropriately, and drives follow-through across internal teams.
• The CSM creates measurable value for both the client and IntelliComp - strong relationships lead to improved client satisfaction and retention while uncovering opportunities to better align services with evolving client needs.
• Internal teams trust the CSM to represent the client and drive accountability - commitments are clearly communicated, action items are followed through, and nothing important falls through the cracks