Customer Success Manager– Managed IT Services

ITC Worldwide

About the Role:

We are seeking a proactive and strategic Customer Success Manager (CSM) to join our Managed IT Services team. The CSM will act as the primary point of contact for clients, ensuring their satisfaction, retention, and growth by aligning IT solutions with business objectives. You will collaborate with internal technical teams and external stakeholders to deliver exceptional service and support.

Key Responsibilities:

• Serve as the main point of contact for assigned managed services clients, ensuring strong relationships and high customer satisfaction.
• Understand clients’ business objectives and IT needs to provide tailored solutions and recommendations.
• Coordinate onboarding of new customers, including service documentation, systems access, and expectations setting.
• Monitor service delivery performance metrics (SLAs, response times, etc.) and take corrective action when needed.
• Conduct regular business reviews and check-ins to track client satisfaction and surface new opportunities.
• Work closely with technical teams (NOC, helpdesk, cybersecurity, etc.) to resolve issues quickly and efficiently.
• Identify upsell/cross-sell opportunities for additional managed services or IT projects.
• Ensure contract renewals and reduce churn by demonstrating value and maintaining trusted advisor status.
• Maintain accurate documentation of client interactions, risks, and action plans using CRM tools (e.g., HubSpot, Salesforce, ConnectWise).
• Gather customer feedback and channel insights to internal teams to improve service offerings.

Qualifications:

• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).
• 3+ years in a Customer Success, Account Management, or Service Delivery role within a Managed IT Services or MSP environment.
• Strong understanding of IT infrastructure, cloud services, cybersecurity, and helpdesk operations.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to manage multiple client accounts simultaneously and prioritize effectively.
• Experience working with MSP platforms such as ConnectWise, Autotask, or ServiceNow is a plus.
ITIL certification or knowledge of ITIL framework is preferred.

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