This position reports to the Director of Client Strategy.
The Client Success Manager (CSM) owns the day-to-day client relationship with approximately 50 managed clients, working in a pod model, supporting our two vCIO's. The CSM keeps clients renewed, continues a robust client relationship informing them of any changes and ensures accurate billing across the full book. They are the first call from the client for all their business needs.
Key Responsibilities
Client Relationship Ownership
- Own renewals from end to end, including licenses, subscriptions, domains, warranties, and seat and price true ups.
Keep contract counts and billing accurate; serve as billing point of contact.
Track orders and delivery status from sale through install.
- Track service issues with the Delivery Service Manager and close the loop with clients.
Prepare client and vCIO reports ahead of QBR's.
Serve as escalation point and route expansion requests to the Account Manager.
Monitor client health signals and flag risk early.
Until the Account Manager is in place: prepare roadmap quotes for vCIO review.
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.
Key Metrics
On time renewal rate and gross revenue retention.
Billing and contract accuracy.
CSAT and NPS across the book.
Escalation response and resolution follow-through.
What You Bring
2+ years in customer success, account coordination, or MSP operations.
Highly organized, comfortable owning dozens of relationships at once.
Calm under client pressure, clear communicator.
- Autotask experience preferred, procurement or order management background a plus.
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
