Customer Success Manager – Managed Services
New
I
i-Tech Support Services IncManaged Services
Remote, Florida, 8:00am-5:00pm ETFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- Customer SuccessHubSpotAccount ManagementCRM
Requirements
- Strong written and verbal communication skills.
- Exceptional organization, prioritization, and follow-through capabilities.
- Demonstrated customer-facing experience in a service-oriented environment.
- Ability to independently manage multiple clients, priorities, and deadlines.
- Strong professional phone, email, and meeting presence.
- Ability to coordinate across departments and drive work toward completion without direct authority.
- Experience using CRM, PSA, or similar account management systems.
- Strong judgment and problem-solving skills with an ability to determine appropriate next steps.
- High attention to detail and commitment to accurate client information maintenance.
- Preferred: Experience within an MSP, IT services, SaaS, or technology services environment.
- Preferred: Working knowledge of IT services and ConnectWise Manage, HubSpot, or Acumatica.
Responsibilities
- Coordinate the end-to-end client experience from onboarding through the ongoing Managed Services relationship.
- Serve as the primary relationship point for assigned clients while reinforcing established support channels.
- Monitor client health, satisfaction, and retention risks, proactively coordinating actions to resolve concerns.
- Manage the annual renewal calendar, including contract milestones, price increases, and service true-ups.
- Maintain accurate client profile data and engagement records in systems such as CRM/PSA platforms.
- Identify service adoption gaps and collaborate with internal teams to align services with client needs.
- Represent the client perspective internally to improve processes and service quality.
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