Client Success Manager - Virtually Support Clients in the United States

Bit By Bit Sdn Bhd; Indonesia; On-site; IDR 240,000,000 - 420,000,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Paid vacation

Retirement plan

2 weeks vacation

Job summary

BitByBit is seeking a Client Success Manager to support US-based clients remotely as a trusted advisor. You will align technology services with business goals to drive client satisfaction, retention, and long-term success through proactive communication and strategic Customer Business Reviews.

Responsibilities include leading regular client meetings, coordinating with internal teams, monitoring health metrics, onboarding new clients, and identifying opportunities for service improvements in a

Qualifications

• 3+ years in Client Success, Account Management, Customer Experience, or MSP account management.
• Ability to lead executive-level client conversations and maintain long-term relationships.
• Experience with Customer Business Reviews (CBRs) or strategy meetings.
• Strong organizational and multi-priority coordination skills.

Responsibilities

• Lead regular client meetings, including Customer Business Reviews and strategic planning.
• Serve as primary relationship manager for assigned client accounts, ensuring high satisfaction.
• Coordinate between clients and internal teams (Helpdesk, Engineering, Security, Projects, Leadership).
• Monitor client health, service trends, ticket activity, and engagement metrics to identify risks and opportunities.
• Oversee client onboarding to ensure a smooth transition into managed services.
• Explain service offerings, security recommendations, roadmaps, and best practices to clients.
• Drive internal accountability through follow-ups on open issues, escalations, and projects.
• Identify opportunities for process improvement and enhanced service delivery.
• Maintain accurate documentation of meetings and strategic initiatives in CRM and ticketing systems.

Skills

Client Success

Account Management

Customer Experience

MSP

CRM

Project coordination

Executive-level conversations

Communication

Onboarding

Tools

CRM

PSA

Ticketing

Microsoft Office

Job description

Client Success Manager - Virtually Support Clients in the United States

At BitByBit,we’vebeen helping organizations thrive since 1987. Originally founded as a database application development and networking company,we’vegrown into a full-service IT firm and a recognized leader in delivering reliable, cost-effective managed IT services across the Tri-State area.

Our team specializes in building and managing solutions that solve critical business challenges. With a unique blend of business technologyexpertise, certified technicians, and proven processes, we provide our clients with tailored IT solutions that improve productivity, strengthen security, streamline communications, and reduce costs. Beyond technology, our culture is rooted in humility and curiosity, and our vision is simple: to help untangle people and process challenges so businesses can move forward with confidence.

Role Summary

The Client Success Manager serves as a trusted advisor to our clients, helping align technology services with business goals while driving client satisfaction, retention, and long-term success. This role ensures clients feel consistently supported, informed, and confident in our partnership through proactive communication, strategic and actionable Customer Business Reviews, and effective collaboration between clients and internal teams. The Client Success Manager plays a key role inmaintaininghigh levelsof client satisfaction, retention, and engagement by ensuring issues are escalated and resolved efficiently with strong follow-through.

Duties and Responsibilities

• Lead regular client meetings, including Customer Business Reviews (CBRs),operational reviews, and strategic planning discussions.
• Serve as the primary relationship manager for assigned client accounts, ensuringhigh levels of client satisfaction and engagement.
• Act as a liaison between clients and internal teams including Helpdesk, Engineering,Security, Projects, and Leadership.
• Monitor client health, service trends, ticket activity, and engagement metrics toproactively identify risks and opportunities.
• Coordinate and manage client onboarding activities to ensure a smooth transitioninto managed services.
• Help clients understand service offerings, security recommendations, projectroadmaps, and technology best practices.
• Drive accountability internally by following up on open issues, escalations, projects,and client concerns.
• Identifyopportunities for process improvement and enhanced service delivery.
• Maintainaccuratedocumentation of client meetings, action items, and strategicinitiatives within CRM and ticketing systems.
• Support account growth byidentifyingadditionalclient needs and collaborating with the sales and leadership teams.
• Stay informed on evolving technology, cybersecurity trends, and MSP best practices.

Requirements

Required

• 3+ years of experience in Client Success, Account Management, CustomerExperience, or MSP account management.
• Strong communicationand presentation skills with the ability to lead executive-levelclient conversations.
• Experience conducting Customer Business Reviews (CBRs) or customer strategymeetings.
• Ability to build trust andmaintainstrong long-term client relationships.
• Strong organizational and project coordination skills with the ability to managemultiple priorities simultaneously.
• Comfortable working in a fast-paced technology services environment.
• Analytical mindset with the ability to review service metrics andidentifytrends.
• Professional, proactive, andsolutions-oriented approach.
• Experience with CRM, PSA, ticketing, and Microsoft Office platforms preferred.
• MSP or IT services industry experiencestronglypreferred.

Preferred

• Familiarity with cybersecurity concepts, managed IT services, cloud technologies, and Microsoft 365 environments.
• Experience working with technical teams and translating technical concepts into business-friendly language.
• Understanding ofservice delivery, escalations, and client lifecycle management.
• 2 Weeks of vacation
• Additional benefits for Indonesia include medical, dental, paid vacation, and retirement plan

Working Conditions

• Location: Remote
• Schedule: Full-time, with potential after-hours or on-call responsibilities based on security incidents
• Work Environment: Fast-paced MSP environment supporting multiple client infrastructures