MSP – Technical Customer Success Manager (On-Site)

The Customer Success Manager (CSM) is responsible for building strong client relationships, ensuring customer satisfaction, and driving long-term retention within a Managed Service Provider (MSP) environment.

Requirements

• Serve as the primary liaison between clients and the MSP
• Build and maintain long-term relationships with key stakeholders
• Conduct regular check-ins, business reviews (QBRs), and strategic planning sessions
• Monitor client health, satisfaction, and engagement
• Proactively identify risks and mitigate churn
• Drive adoption of services, tools, and best practices
• Advocate for the client internally
• Work closely with technical teams (Help Desk, NOC, Engineering) to ensure high-quality service delivery
• Translate technical issues into business impact for clients
• Ensure SLAs and KPIs are consistently met
• Identify upsell and cross-sell opportunities (cloud, security, backup, compliance, etc.)
• Assist clients in IT budgeting and roadmap planning
• Align MSP services with client business objectives
• Act as an escalation point for client concerns
• Coordinate internally to resolve issues efficiently
• Ensure clear communication and follow-through
• Track and report on customer success metrics (CSAT, NPS, retention rates)
• Prepare and present reports during client meetings
• Use PSA/CRM tools to maintain accurate account records

Benefits

• 401(k)
• Competitive salary
• Health insurance
• Paid time off
• Opportunity for advancement