TAM / Client Success Manager (MSP)

Technical Account Manager / Client Success Manager (MSP)

Location: Mount Arlington, NJ | Local Work From Home

Salary: $80,000–$90,000

Employment Type: Full-Time, Direct Hire

About the Opportunity

We are seeking an experienced, outgoing, and technically knowledgeable Technical Account Manager / Client Success Manager to join an established Managed Service Provider (MSP) supporting businesses throughout Northern New Jersey.

This is an excellent opportunity for someone who has spent several years in the MSP industry, developed a strong technical foundation, and transitioned into account management, client success, project management, or strategic IT consulting.

This is not a hands-on engineering position or a traditional sales role.

You'll serve as a trusted technology advisor for approximately 35 clients, helping businesses maximize their IT investments, identify opportunities for improvement, and develop long-term technology strategies.

What makes this opportunity especially attractive is that you'll be the organization's first dedicated Client Success Manager, working directly with the CEO to establish processes, shape the department, and eventually help build and mentor a growing team.

What You'll Be Doing

• Manage approximately 35 MSP client accounts, serving as their primary relationship manager and strategic IT advisor.
• Build relationships with business owners, executives, and key stakeholders.
• Lead Quarterly Business Reviews (QBRs), client onboarding, technical assessments, and strategic planning meetings.
• Help clients develop annual IT budgets, infrastructure plans, and technology roadmaps.
• Coordinate with engineers and project teams to ensure accurate project scoping, smooth delivery, and clear expectations.
• Identify opportunities to improve client environments, resolve recurring issues, and strengthen customer satisfaction.
• Proactively identify upsell and cross-sell opportunities within existing accounts.
• Track account performance, customer satisfaction, retention, and relevant KPIs.
• Work directly with executive leadership to establish client success processes and documentation standards.
• Help train and mentor future Account Managers and Project Managers as the department expands.

What We're Looking For

• Strong MSP experience required
• Previous experience as a Technical Account Manager, Account Manager, Client Success Manager, or IT Project Manager.
• A technical foundation in IT support, systems administration, or engineering.
• Strong understanding of Microsoft 365, cloud infrastructure, networking, cybersecurity, and general IT operations.
• Experience conducting QBRs and communicating technology recommendations to clients.
• Ability to work confidently with business owners, executives, and technical teams.
• Proven ability to manage multiple accounts, competing priorities, and client expectations.
• Strong organizational, documentation, and time-management skills.
• Experience identifying business growth opportunities within existing client relationships.
• Professional presentation, excellent communication skills, and a proactive, ownership-driven mindset.

Preferred Experience

• MSP Technical Account Management or vCIO services.
• IT project scoping and delivery oversight.
• Client onboarding and technology lifecycle planning.
• Annual IT budgeting and infrastructure roadmapping.
• Client retention, account expansion, and measurable performance KPIs.
• Experience developing account management processes or mentoring team members.

Compensation & Benefits

• Base Salary: up to $90,000 depending on experience.
• Local work-from-home arrangement with occasional in-person client meetings and office visits.
• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and paid holidays.
• Your birthday off.
• Full certification and training reimbursement.
• Direct collaboration with executive leadership.
• Opportunity to help establish and grow the Client Success department.
• Stable, established MSP with a strong focus on customer relationships and employee development.