Senior Client Success Manager (Managed Services)

TL;DR

Senior Client Success Manager (Managed Services): Managing a portfolio of high-tier clients to ensure long-term value realization and retention with an accent on proactive account planning and technical translation. Focus on optimizing technology spend, driving cross-sell/upsell opportunities, and maintaining C-level relationships.

Location: Remote (Must be based in the US due to required occasional travel)

Salary: Starting $90,000/year

Company

An IT managed services provider dedicated to delivering technical excellence and fostering long-term client success through strategic infrastructure management.

What you will do

• Serve as the primary point of contact for managed tier clients, coordinating between the client and operations teams.
• Develop long-term partnerships and maintain structured technology roadmaps to ensure mutual success and value realization.
• Manage account profitability, monitor agreements, and execute contract renewal and retention processes.
• Identify client business needs and recommend technical solutions to drive cross-sell and upsell opportunities.
• Collaborate with internal leaders to manage C-level expectations and resolve systemic service delivery gaps.
• Track and achieve individual KPIs and report results to the Director of Client Success.

Requirements

• Bachelor’s degree in Computer Science, MIS, Business, or a similar field.
• 4+ years of experience in technical services or client-facing roles within the consulting or managed services industry.
• Proficiency in ServiceNow, Salesforce, and Microsoft SharePoint.
• Strong ability to translate complex technical topics for non-technical C-level executives.
• Must be located in the United States to facilitate occasional required travel.

Nice to have

• Experience in estimating project work and associated costs.
• Foundational knowledge of Microsoft OS, O365, VMware, Citrix, networking, and storage/backup solutions.
• Relevant certifications such as PMP, ITIL 4, CISM, CEGEIT, or Lean Six Sigma.
• Strong negotiation skills for vendor management.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• Retirement savings options.
• Flexible time off (FTO).
• Professional development opportunities.
• A culture based on integrity, transparency, and accountability.