Job Title: Client Success Manager

Type: Full-Time, Remote

Working Hours: Monday to Friday, 9 AM - 5 PM EST (with flexibility as needed)

Compensation: USD $2,000-$3,000/month (salary based on assessment)

About the Company

Our client is a leading Managed Services Provider (MSP) delivering innovative IT solutions and services. Our focus is on helping organizations transform their IT environments, improve business operations, and enhance security. Join our dynamic team and be part of a company that's driving technological advancement and delivering exceptional value to its clients.

Job Description

The Client Success Manager serves as the primary liaison between our company and our clients. This role is responsible for nurturing profitable, long-term client relationships by ensuring successful delivery and adoption of our services. You will collaborate with cross-functional teams—including Sales, Service Desk, Centralized Services, and Professional Services—to address client needs, resolve issues, and identify opportunities for upselling or expanding service offerings.

Strong English communication is essential, as you will be managing ongoing client communications, facilitating reviews, and representing the company in both verbal and written interactions.

Key Responsibilities

Client Relationship Management

• Build, strengthen, and retain long-term client relationships
• Ensure key clients are highly satisfied and remain profitable; Conduct regular client reviews (quarterly/semi-annual/annual)
• Serve as a client advocate and escalate issues when needed; Request referrals and testimonials as appropriate

Client Success Operations

• Coordinate weekly/monthly/quarterly client touchpoints
• Prepare and deliver weekly status update reports
• Document client data, issue resolutions, and track outcomes
• Conduct account surveys and strategic roadmap sessions
• Evaluate accounts and determine review/touchpoint frequency

Cross-functional Collaboration

• Work with Service Desk, Professional Services, Finance, and Marketing teams
• Share client feedback with relevant internal and external teams
• Partner with Sales to identify and assist with upsell opportunities and project requests
• Drive process improvements through trend/root cause analysis

Support and Escalation

• Oversee ticket resolution and support escalation as necessary
• Facilitate service desk meetings and ensure resolution timelines are met
• Ensure smooth communication flow between clients and internal teams

Requirements

Required Skills

• Bachelor’s degree preferred
• At least 3 years in a customer-facing support or consulting role
• Experience with small SMB clients is a plus; Familiarity with sales, marketing, and business strategy
• Experience using CRMs such as Autotask and HubSpot
• Direct closing experience preferred
• Strong English communication skills (both verbal and written)
• Exceptional collaboration and interpersonal skills
• Analytical and solutions-oriented mindset
• Passion for delivering exceptional service and building client trust
• Organizational excellence and attention to detail
• Ability to manage multiple priorities and meet deadlines
• Proactive in identifying and resolving client needs
• Comfortable leading meetings and presenting updates

Technical Requirements

• Frequent computer work (data entry, reports, proposals)
• Attendance in client meetings (virtual and/or in-person)
• Ability to analyze and act on service-related data and insights