[Hiring] IT Client Success Manager @Black Birch Technology Group

Role Description

The IT Client Success Manager MSP is a strategic client-facing role responsible for managing relationships with existing clients and ensuring long-term satisfaction, retention, and service alignment. This role acts as a bridge between clients and internal technical teams, helping translate service performance into business value while proactively identifying risks, improvement opportunities, and service enhancements. The Client Success Manager leads Quarterly Business Reviews, monitors client health, and ensures clients fully understand the value and scope of the services delivered. This position is not a sales role. The focus is on client retention, relationship development, and strategic service alignment within a Managed Services environment.

Key Responsibilities

• Build and maintain trusted relationships with assigned US-based clients
• Serve as the primary point of contact for client success and relationship management
• Lead and document Quarterly Business Reviews with key client stakeholders
• Translate technical service performance into clear business value during client conversations
• Monitor client health indicators and proactively identify potential risks
• Coordinate follow-ups with Operations, Projects, and Sales teams when service improvements or opportunities are identified
• Ensure clients are aware of available services and technology recommendations that support their business goals
• Track client renewals and maintain strong retention outcomes
• Maintain accurate documentation of all client interactions within PSA or CRM systems
• Support internal collaboration by communicating client feedback and insights to leadership and service teams

Qualifications

• Previous experience working in a Managed Service Provider (MSP) or IT services environment
• Experience managing client relationships or accounts within a technology services organization
• Experience leading Quarterly Business Reviews or structured client review meetings
• Strong professional communication and relationship management skills
• Ability to manage multiple client accounts simultaneously while maintaining high service quality
• Strong organizational and documentation discipline
• Experience working with PSA or CRM platforms such as Autotask or similar tools
• Ability to work independently in a remote environment
• Strong English communication skills (C1 level or higher), with the ability to confidently conduct meetings, presentations, and written communications with US-based stakeholders

Technical Understanding

While this is not a hands-on technical role, candidates must demonstrate a strong understanding of the Managed Services environment and the ability to discuss technology services with clients. Familiarity with areas such as:

• IT infrastructure
• Cloud services
• Cybersecurity fundamentals
• Networking basics
• Service Level Agreements and managed service delivery models

Preferred Qualifications

• Experience working with US-based clients
• Experience presenting to executive-level stakeholders
• Experience with reporting or service performance analysis
• Certifications in ITIL, CompTIA, Microsoft, or similar IT-related frameworks
• Experience working in a fully remote environment

Key Performance Indicators

Success in this role will be measured through several key metrics including:

• Quarterly Business Review completion rate of 95 to 100 percent
• Client retention rate of at least 95 percent annually
• Positive client satisfaction trends across assigned accounts
• Proactive identification of service risks and improvement opportunities
• Accurate and timely documentation of client interactions in CRM systems
• Effective collaboration with internal teams to resolve issues and improve service delivery