Customer Success Manager

POSITION SUMMARY

The Client Success Manager owns the post-sale customer experience at iTonyx. Reporting to the Chief Operating Officer, this position keeps customers healthy, engaged, and connected to iTonyx after the sale across three major accounts (each $1M+ annually) and three MSP/SMB service accounts. The role owns onboarding, customer health, renewal readiness, satisfaction, service adoption, escalation coordination, and quarterly business reviews (QBRs), and it identifies expansion opportunities for Growth/Strategic Accounts. The position supports revenue through retention and renewal readiness, supports service delivery through onboarding and adoption, and relieves executive leadership of day-to-day customer management. This is a non-billable position.

KEY RESPONSIBILITIES

Onboarding & Customer Health (approx. 40%)

•  Build a structured onboarding plan and lead the kickoff for every new customer and new service so customers start with clear expectations and named contacts; secure a clean handoff from sales and delivery.

•  Score and review the health of each assigned account monthly; flag at-risk accounts and drive corrective actions.

•  Maintain a defined cadence of proactive calls, visits, and check-ins with each account, with every interaction logged in the CRM.

Renewals, MSP Lifecycle & QBRs (approx. 30%)

•  Maintain the calendar of all contract, license, and service renewals and start renewal readiness well ahead of term dates so nothing lapses.

•  Manage MSP clients from onboarding through renewal.

•  Schedule, prepare data packs for, facilitate, and track follow-up actions from quarterly business reviews.

Adoption, Satisfaction & Escalations (approx. 25%)

•  Monitor customer use of purchased services and close adoption gaps.

•  Collect and trend satisfaction feedback, and route service issues for resolution.

•  Log every customer escalation, route it to the right internal owner, and track it through closure.

Expansion Opportunity Handoffs (approx. 5%)

•  Document new customer needs and hand them to Growth/Strategic Accounts as qualified opportunities.

Other Duties

•  Performs other duties assigned by the Chief Operating Officer to support the department and the company. This job description is not all-inclusive, and responsibilities may change as business needs evolve.

SCOPE & DECISION AUTHORITY

•  Sets customer touchpoint cadence, onboarding plans, and escalation routing.

•  Does not own selling, pricing, contract terms, or closing expansion deals (Growth/Strategic Accounts and leadership); deployment project management (Delivery/PM); technician dispatch or ticket resolution (Service Delivery); or quote creation and SKU/catalog updates (Quote & Catalog Operations).

•  No direct reports and no spending authority.

QUALIFICATIONS & EXPERIENCE

•  Minimum 3–5 years of experience in customer success, account management, or client services, preferably in IT services or a managed services provider (MSP) environment.

•  Demonstrated experience managing renewals, running QBRs, and handling customer escalations.

•  Valid driver’s license, an acceptable motor vehicle record (MVR), and reliable transportation for local client-site visits.

•  Preferred: experience with healthcare and public-sector (state, local, and education) customers.

•  Preferred: familiarity with professional services automation (PSA) tools, such as Autotask; customer-success certification.

EDUCATION

Bachelor’s degree in Business, Communications, Information Technology, or a related field, or equivalent professional experience.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES

•  Customer relationship management, renewal and QBR management, and escalation handling.

•  Disciplined CRM use; working knowledge of Microsoft 365, HubSpot CRM, and a PSA/ticketing system (Autotask or its successor).

•  Clear written and verbal communication with executive-level stakeholders.

•  Ability to track multiple accounts, renewal dates, and follow-up actions at the same time.

WORK ENVIRONMENT & PHYSICAL DEMANDS

•  Hybrid role based in Memphis, TN, with occasional driving to local client sites; no adverse working conditions.

•  Frequent sitting and keyboard use; no significant lifting.

WORKING RELATIONSHIPS

Reports to the Chief Operating Officer and meets with the COO weekly on account health and renewal status. Works daily with customers and with peers in other departments on escalations and service handoffs; weekly with Growth/Strategic Accounts on expansion handoffs; monthly or quarterly with executives on escalations and QBRs; and with vendors and partners as needed on renewals and adoption.

EEO/ADA STATEMENT

Tate Computer Systems, Inc. dba iTonyx is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information, or any other characteristic protected by applicable law. iTonyx is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact the Human Resources Department.

Tagged as: HubSpot, Project Management