Client Success Manager

The Client Success Manager (CSM) owns the day-to-day relationship with approximately 50 managed clients, working in a pod alongside our two vCIO's. The CSM is the client's go-to for quotes, orders, billing, reports, and anything that needs attention, and makes sure the vCIO's walk into every client meeting prepared, so they can stay focused on keeping client partnerships healthy.

Requirements

Key Responsibilities

Client Relationship Ownership

• Serve as the primary point of contact for the administrative and operational client needs across a shared book of approximately 50 clients.
• Manage and triage the day-to-day client email for the pod: respond, route, or escalate as appropriate, and keep clients updated on open items, projects, and next steps. Run client check-ins on a tiered cadence: monthly for top accounts, every other month for mid-tier, and quarterly for the rest.
• Act as an escalation point for client concerns alongside the Service Delivery Manager, and as first responder when a vCIO is unavailable.
• Watch for risk signals (low satisfaction, stalled issues, unpaid balances) and raise them early with the vCIO and leadership.
• Quoting & Order Coordination
• Prepare quotes for clients and vCIOs, including proactive quotes for refreshes, renewals, and gaps.
• Ensure every roadmap quote goes out on schedule and follow up with clients on outstanding quotes and approvals.
• Place and track hardware, software, and licensing orders from approval to delivery, and keep clients informed at every step

Billing, Contracts & AR

• Serve as the billing point of contact for the clients and answer invoice questions, including questions about pricing changes at renewal.

• Keep our user and device counts in the contracts accurate, reconciled every quarter against Autotask and RMM data, and monitor recurring billing so clients are not surprised.
• Support renewals and moves to current agreements: timelines, client notices, and walkthroughs.
• Follow up on aging receivables in a professional, relationship-focused way partnering with Finance on adjustments.

Service Coordination

• Monitor tickets and projects in Autotask and track open service issues with the Service Delivery Manager, keeping clients updated.
• Coordinated with clients' third-party vendors (printers, line-of-business software, carriers).
• Follow up on every NPS or CSAT detractor within 48 hours.

QBRs, Reporting & vCIO Support

• Schedule QBRs and strategic meetings on a regular cadence and manage vCIOs calendars.
• Prepare QBR decks, agendas and client reports with IT Glue documentation.
• Pull system reports to review ticket trends, SLA performance, warranty & license status, and hardware lifecycle.
• Build pre-meeting briefs for vCIOs: open tickets, projects, outstanding quotes, escalations and follow-ups.
• Run quarterly reviews for smaller clients and co-present for larger clients.
• Send recaps after each review.

Client Communications

• Draft and send client communications and announcements, service notes and renewal letters.
• Provide client Webinars and events.
• Review service agreements and verify use of products purchased.

Key Metrics

• Client satisfaction (NPS and CSAT) and gross revenue retention.
• Check-in cadence completion and QBRs delivered on time.
• Roadmap quotes sent on schedule, quote turnaround and quote-to-close rate.
• Order accuracy and turnaround time.
• Account reconciliation, billing issue resolution, Aging AR reduction and renewals with zero lapse.

Benefits

Paid Healthcare Premium for Employee

Paid LTD

Paid STD

Unlimited PTO, after 90 days of service

Dental and Vision Option

401k Matching Program

Employee Ownership eligible