MSP - Technical Customer Success Manager (On-Site)

Job Description Job Description Overview The Customer Success Manager (CSM) is responsible for building strong client relationships, ensuring customer satisfaction, and driving long-term retention within a Managed Service Provider (MSP) environment. This role acts as the primary point of contact for clients, aligning IT services with business goals, identifying growth opportunities, and ensuring successful service delivery.

Key Responsibilities

Client Relationship Management Serve as the primary liaison between clients and the MSP
Build and maintain long-term relationships with key stakeholders
Conduct regular check-ins, business reviews (QBRs), and strategic planning sessions
Ensure client expectations are met or exceeded
Customer Success & Retention Monitor client health, satisfaction, and engagement
Proactively identify risks and mitigate churn
Drive adoption of services, tools, and best practices
Advocate for the client internally
Service Delivery Alignment Work closely with technical teams (Help Desk, NOC, Engineering) to ensure high-quality service delivery
Translate technical issues into business impact for clients
Ensure SLAs and KPIs are consistently met
Account Growth & Strategy Identify upsell and cross-sell opportunities (cloud, security, backup, compliance, etc.)
Assist clients in IT budgeting and roadmap planning
Align MSP services with client business objectives
Issue Escalation & Resolution Act as an escalation point for client concerns
Coordinate internally to resolve issues efficiently
Ensure clear communication and follow-through
Reporting & Metrics Track and report on customer success metrics (CSAT, NPS, retention rates)
Prepare and present reports during client meetings
Use PSA/CRM tools to maintain accurate account records
Required Qualifications 3–5+ years of experience in Customer Success, Account Management, or IT Service Management
Experience working in an MSP or IT services environment (highly preferred)
Strong understanding of IT infrastructure, cloud services (e.g., Microsoft 365, Azure), and cybersecurity concepts
Excellent communication and relationship-building skills
Ability to manage multiple client accounts simultaneously
Preferred Skills Familiarity with PSA tools (e.g., ConnectWise, Autotask) and RMM platforms
Experience with QBRs and IT strategy planning
Strong problem-solving and conflict resolution skills
Sales acumen for identifying growth opportunities
Project coordination experience
Work Environment On-Site (5 Days a week in Office) - NO REMOTE or HYBRID OPTIONS
Compensation & Benefits Competitive salary (based on experience)
Health insurance
Paid time off and holidays
Professional development and certification support
401(k) with company match (if applicable)
Why Join Us Work with a collaborative and technically strong team
Exposure to diverse technologies and client environments
Opportunities for career growth within the MSP organization