MSP - Technical Customer Success Manager (On-Site)

MSP - Technical Customer Success Manager (On-Site) Computer Business Solutions - 4.3 Pompano Beach, FL Job Details Full-time $50,000 - $60,000 a year 22 hours ago Benefits Paid holidays Health insurance 401(k) Paid time off 401(k) matching Opportunities for advancement Qualifications ConnectWise Managing customer accounts Report writing Customer relationship building Azure Customer retention Identifying new business opportunities Upselling IT service management IT strategy planning Project coordination Mid-level Client relationship development 3 years Cross-selling IT infrastructure Key Performance Indicators Conflict management Technology budget management IT Budgeting CRM system proficiency Cybersecurity Account management Escalation handling Communication skills Stakeholder relationship building Cloud services Strategic planning Stakeholder management

Full Job Description Benefits:

401(k) Competitive salary Health insurance Opportunity for advancement Paid time off 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