{"id":1676691,"url":"https://alion.io/job/webit-services-client-success-manager","title":"Client Success Manager","company":{"id":8507,"name":"WEBIT Services","domain":"webitservices.com","url":"https://alion.io/company/webit-services","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Naperville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-01T00:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-13T12:42:41Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"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.\nRequirements\nKey Responsibilities\nClient Relationship Ownership\nServe as the primary point of contact for the administrative and operational client needs across a shared book of approximately 50 clients.\nManage 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.\nAct as an escalation point for client concerns alongside the Service Delivery Manager, and as first responder when a vCIO is unavailable.\n Watch for risk signals (low satisfaction, stalled issues, unpaid balances) and raise them early with the vCIO and leadership.\nQuoting & Order Coordination\nPrepare quotes for clients and vCIOs, including proactive quotes for refreshes, renewals, and gaps.\nEnsure every roadmap quote goes out on schedule and follow up with clients on outstanding quotes and approvals.\nPlace and track hardware, software, and licensing orders from approval to delivery, and keep clients informed at every step\nBilling, Contracts & AR\nServe as the billing point of contact for the clients and answer invoice questions, including questions about pricing changes at renewal.\nKeep 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.\nSupport renewals and moves to current agreements: timelines, client notices, and walkthroughs.\nFollow up on aging receivables in a professional, relationship-focused way partnering with Finance on adjustments.\nService Coordination\nMonitor tickets and projects in Autotask and track open service issues with the Service Delivery Manager, keeping clients updated.\n Coordinated with clients' third-party vendors (printers, line-of-business software, carriers).\nFollow up on every NPS or CSAT detractor within 48 hours.\nQBRs, Reporting & vCIO Support\nSchedule QBRs and strategic meetings on a regular cadence and manage vCIOs calendars.\nPrepare QBR decks, agendas and client reports with IT Glue documentation.\nPull system reports to review ticket trends, SLA performance, warranty & license status, and hardware lifecycle.\nBuild pre-meeting briefs for vCIOs: open tickets, projects, outstanding quotes, escalations and follow-ups.\nRun quarterly reviews for smaller clients and co-present for larger clients.\nSend recaps after each review.\nClient Communications\nDraft and send client communications and announcements, service notes and renewal letters.\nProvide client Webinars and events.\nReview service agreements and verify use of products purchased.\nKey Metrics\n Client satisfaction (NPS and CSAT) and gross revenue retention.\nCheck-in cadence completion and QBRs delivered on time.\nRoadmap quotes sent on schedule, quote turnaround and quote-to-close rate.\nOrder accuracy and turnaround time.\nAccount reconciliation, billing issue resolution, Aging AR reduction and renewals with zero lapse.\nBenefits\nPaid Healthcare Premium for Employee\nPaid LTD\nPaid STD\nUnlimited PTO, after 90 days of service\nDental and Vision Option\n401k Matching Program\nEmployee Ownership 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open","p_open":1,"p_active":0.757,"p_room":0.9,"age_days":12,"expected_fill_days":20,"reasons":["conf:0","win:mid"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/webit-services-client-success-manager","json_url":"https://alion.io/job/webit-services-client-success-manager.json","meta":{"generated_at":"2026-10-13T12:56:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per 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