Client Success Manager

The Client Success Manager (CSM) is the trusted advisor and face of the company.

You will focus on retaining, supporting, and growing our current client base.

Collaborating across internal teams, you will guide clients from sales handover through onboarding, service optimization, and ongoing expansion—ultimately driving positive business outcomes and long-lasting partnerships.

Relationship Management: Serve as the main point of contact, navigate products/services, and track measurable objectives.

Conduct regular Executive Business Reviews (EBRs) with key stakeholders.

Onboarding & Service: Lead new clients through onboarding.

Act as a subject matter expert on service delivery and current solution offerings.

Retention & Growth: Own the renewal process to maximize contract value.

Proactively manage at-risk profiles with Quality Improvement Plans (QIPs).

Identify "white space" expansion opportunities to drive additional revenue.

Advocacy & Feedback: Manage NPS campaigns, capture feedback, identify promoters for case studies, and conduct in-depth reviews of client concerns.

Portfolio Net Uplift (PNU) greater than 10% (MRR increases and renewals).

Total "controllable" churn and compression less than 5%.

90% of client portfolio maintained in "good" or "average" health status.

Experience: 3+ years in client success or account management, ideally within MSPs, cybersecurity, or IT verticals.