Customer Success Manager – IT MSP

Customer Success Manager – IT MSP

About the Role

We are looking for an experienced Customer Success Manager to manage relationships with business clients within an IT Managed Services environment. The successful candidate will act as the main point of contact for clients, ensuring they receive excellent service, their IT needs are understood, and issues are followed through to resolution.

This role is ideal for someone who has experience working with IT services, MSPs, technical support teams, or technology clients and is confident managing client relationships in a fast-paced environment.

Key Responsibilities

• Act as the primary point of contact for assigned clients.
• Build and maintain strong, long-term client relationships.
• Understand clients' business and IT requirements and ensure these are communicated to the technical team.
• Monitor client support requests and ensure issues are progressing toward resolution.
• Coordinate with technicians and internal teams to ensure clients receive timely support.
• Follow up on outstanding tickets, escalations, and technical issues.
• Conduct regular client check-ins and service reviews.
• Identify potential client concerns before they become escalations.
• Manage client expectations and communicate clearly regarding technical issues and resolutions.
• Track client satisfaction and identify opportunities to improve the customer experience.
• Identify opportunities for additional IT services where appropriate.
• Assist with client onboarding and implementation of new services.
• Maintain accurate client records, notes, and communication within CRM or service management systems.
• Prepare reports and updates regarding client performance, support activity, and outstanding issues.
• Escalate serious or recurring issues to the appropriate internal teams.
• Ensure clients receive a professional, responsive, and consistent service experience.

Requirements

• 2+ years of experience in Customer Success, Account Management, Client Services, or a similar role.
• Experience within an IT, technology, MSP, SaaS, or technical services environment is highly advantageous.
• Strong understanding of IT support and service delivery processes.
• Experience working with technical teams and communicating technical information to non-technical clients.
• Excellent verbal and written English communication skills.
• Strong relationship-building and interpersonal skills.
• Excellent problem-solving and conflict-resolution abilities.
• Strong organisational and time-management skills.
• Experience using CRM, ticketing, PSA, or customer management systems.
• Ability to manage multiple clients and priorities simultaneously.
• Strong attention to detail and follow-through.
• Comfortable working with US-based clients and US time zones.

Advantageous Experience

• Previous IT MSP experience
• Experience with IT service management or help desk environments
• Experience with Microsoft 365
• Familiarity with RMM and PSA platforms
• Experience working with SLAs and service-level expectations
• Experience conducting client reviews or business reviews
• Experience with SaaS or technology companies
• Experience managing escalations
• Experience identifying account growth or upselling opportunities

Ideal Candidate

The ideal candidate is a customer-focused professional with strong IT service knowledge who can bridge the gap between clients and technical teams.

You should be comfortable speaking with business owners and decision-makers, understanding their concerns, coordinating with technicians, and ensuring that issues are resolved while maintaining a positive client relationship.

Key Skills

Customer Success | Account Management | Client Relations | IT MSP | Managed Services | Technical Support | Client Retention | Escalation Management | SLA Management | CRM | Ticketing Systems | Relationship Management | Problem Solving | US Client Experience