[Hiring] Client Success Manager @Puma Managed IT

Role Description

The Client Success Manager serves as the primary relationship owner and operational point of contact for a single, strategically significant client account. This role is responsible for the full lifecycle of client engagement, from daily operations to long-range planning. This role acts as an extension of the client's team, ensuring that all activity under the account, including projects, service, finance, procurement, and strategy, is proactively managed, clearly communicated, and aligned with the client's expectations and agreement.

This is a high-ownership, highly visible role. The right candidate brings a blend of technical awareness, business knowledge, project coordination, and the interpersonal skills necessary to build trusted, long-term relationships at all levels of a client organization.

This is a full-time, remote position open to candidates residing within the Eastern Time Zone. We offer a comprehensive benefits package including medical, dental, and vision insurance, paid time off (PTO), 401(k), life insurance, and voluntary life insurance.

Qualifications

• 3+ years of experience in account management, client success, or IT project management in a managed services or technology environment
• Demonstrated ability to manage complex, multi-stakeholder relationships with confidence and professionalism
• Strong organizational skills with the ability to manage multiple concurrent workstreams across service, project, and financial domains
• Clear and effective communicator, both written and verbal, with experience presenting to executive-level audiences
• Working knowledge of IT infrastructure, networking, cloud services, or endpoint management concepts
• Proficiency with ticketing systems, CRM platforms, and standard productivity tools

Requirements

• Experience in a named or dedicated account model within an MSP environment
• Familiarity with PSA tools such as ConnectWise, Autotask, or similar platforms
• Experience preparing and presenting quotes, SOWs, and technology roadmaps

Benefits

• Medical, dental, and vision insurance
• Paid time off (PTO)
• 401(k)
• Life insurance
• Voluntary life insurance

What Success Looks Like

• Client stakeholders consistently express confidence in Puma's communication, responsiveness, accountability, and strategic partnership.
• Client priorities, concerns, and service trends are clearly communicated to the Service Delivery Manager, with appropriate follow-up and visibility maintained through resolution.
• Clients receive accurate, proactive project updates, while risks, delays, and decisions are identified early and coordinated with the responsible Project Manager.
• Service, project, finance, procurement, and strategy activities remain organized, documented, and aligned with client expectations.
• The relationship expands through trusted guidance, proactive recommendations, and the identification and advancement of appropriate solutions.
• The client renews its agreement, strengthens its relationship with Puma, and increasingly views Puma as a strategic partner.

Working Style & Culture Fit

The Client Success Manager role is best suited for someone who thrives on ownership and accountability. This person does not wait to be told something is off track. They are naturally organized, relationship-driven, and comfortable navigating the intersection of technical complexity and business communication. They represent Puma with professionalism, build trust through consistent execution, and take personal ownership of the long-term success, satisfaction, and strategic growth of every client they serve.