Client Success Lead — IT & Cybersecurity Services

Black Mountain Dynamics; Palo Alto (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Black Mountain Dynamics is seeking a Technical Account Manager to own the client relationship post-sale, shaping the onboarding, success plans, and renewal strategy. You will partner with project management and service delivery to deliver a seamless client experience and build scalable processes.

You will map stakeholders, run quarterly business reviews, and ensure executive communication aligns with business outcomes, while proactively managing renewal risk and expansion opportunities.

Qualifications

• Experience in a customer-facing role at an MSP/MSSP or IT services business.
• Ability to translate technical context into business outcomes for executives.
• Proven ability to build repeatable onboarding and success processes.
• Comfort owning relationships and influencing cross-functional teams.

Responsibilities

• Own customer relationships across the assigned book, including success plans and renewals.
• Coordinate client onboarding and ensure a seamless live launch with cross-functional partners.
• Manage client offboarding with clean handoffs and access removals.
• Develop and maintain living success plans and account health measures.
• Map executives and decision-makers to align BMX with client goals.
• Own QBRs, agenda, and narrative for strategic reviews.

Skills

Relationship management

Executive communication

Cross-functional coordination

Operational process design

Client onboarding

Renewals and risk management

Proactive communication

Tools

HaloPSA

Hudu

Job description

Black Mountain Dynamics is seeking a Technical Account Manager to own the client relationship post-sale, shaping the onboarding, success plans, and renewal strategy. You will partner with project management and service delivery to deliver a seamless client experience and build scalable processes.

You will map stakeholders, run quarterly business reviews, and ensure executive communication aligns with business outcomes, while proactively managing renewal risk and expansion opportunities.