Senior Client Success Manager

Salary: $3,500 - $3,700

Working Schedule: Pacific Standard Time

Employer: IT MSP company located in Florida, USA

General Summary:

The Senior Client Success Manager is responsible for nurturing strategic client relationships, serving as the client's primary advocate. This role manages a portfolio of high-value, complex, or multi-location accounts, ensuring alignment with client goals, technology strategy, and the company's services. In addition, the Senior CSM helps document, create, and continuously improve client-facing processes and internal practices to ensure scalable and consistent client success.

Position Responsibilities:

Strategic Client Advisory:

• Serve as the trusted advisor for assigned strategic accounts, providing guidance and support to align business goals with IT strategy.

Strategic Business Reviews:

• Lead Strategic Business Reviews (SBRs) and technology alignment meetings to track progress and strengthen partnerships.

Understanding Client Needs and Risk Advisory:

• Assess client IT environments and business processes regularly to identify needs. Advise clients on potential IT risks and effective mitigation strategies.

Account Planning:

• Develop Account Plans and Client Roadmaps tailored to client objectives.

Strategic Partnership with vCIO:

• Partner with vCIOs to deliver strategic (business) technology roadmaps and planning.

Escalation Management:

• Act as an escalation point for client satisfaction issues, ensuring timely and effective resolution.

Process Development:

• Document and refine client success management processes, playbooks, and client engagement policies.

Workflow & Standards Improvement:

• Contribute to the continuous improvement of client-facing workflows, templates, and service standards.

Expectation Management:

• Ensure client expectations are clearly set, documented, and aligned with the company's service deliverables.

Cross-Functional Collaboration:

• Collaborate with Service, Project, and Security teams to ensure proactive service delivery.

Mentorship:

• Mentor and coach other client success managers to ensure department consistency and growth.

LCI Assessments and Recommendations:

• Conduct periodic LCI assessments and provide strategic recommendations for IT improvements, lifecycle refreshes, and roadmap alignment.

Client Communication:

• Ensure consistent and strategic communication with key stakeholders about updates, upcoming changes, and service enhancements.

Ownership of Client-Specific Top 5 High-Level Processes:

• Own the review and maintenance of the top 5 high-level client-specific processes: After-hours communication protocols, computer onboarding, user onboarding, user offboarding, and procurement process and guidelines.

ConnectWise Manage Oversight:

• Maintain accurate strategic account data in ConnectWise Manage, including client company records, executive contacts and user roles, sites, etc.

Skills and Abilities:

• Strong interpersonal and executive communication skills

• Excellent strategic thinking and problem-solving capabilities

• Process-oriented with a continuous improvement mindset

• Proficient in ConnectWise Manage or similar PSA systems

• Capable of mentoring and coaching junior staff

Qualifications:

• 5+ years of Account Management experience, preferably in an MSP or IT services environment

• Strong process-oriented mindset; able to identify areas for operational improvement

• Deep understanding of IT services, cybersecurity, and client advocacy

• Excellent communication and relationship management skills

• Strong project management and documentation capabilities