Remote MSP Account Growth & Retention Manager

Kaliba; Australia; Remote; AUD 85,000 - 115,000; Full time

Benefits offered by this job

Fully remote

Superannuation

Job summary

Kaliba is seeking an Account Manager – MSP to own and grow a portfolio of SME and mid‑market clients. This is a retention- and growth‑focused role, you’ll be the primary contact, driving renewals and identifying upsell opportunities while delivering high‑quality service remotely across Australia.

You’ll work with delivery teams to resolve escalations, monitor SLA performance, and maintain accurate CRM records.

Qualifications

• Experience in account management or client-facing roles in IT services or MSP.
• SDR/BDR background with interest in moving to account management.
• Strong communication and relationship-building skills.
• Able to prioritize across a client portfolio while working remotely.

Responsibilities

• Own a portfolio of existing MSP clients as their primary relationship contact.
• Conduct regular account reviews and identify opportunities to expand services.
• Collaborate with technical/service delivery teams to ensure client satisfaction and SLA performance.
• Manage renewals and contract negotiations.
• Act as escalation point for client issues and coordinate resolution.
• Track account health, pipeline, and forecasting in CRM.

Skills

Account management

Client success

Communication

Remote work

Job description

Kaliba is seeking an Account Manager – MSP to own and grow a portfolio of SME and mid‑market clients. This is a retention- and growth‑focused role, you’ll be the primary contact, driving renewals and identifying upsell opportunities while delivering high‑quality service remotely across Australia.

You’ll work with delivery teams to resolve escalations, monitor SLA performance, and maintain accurate CRM records.