Client Success Manager

WEBIT Services, Inc.; Naperville (IL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Paid Healthcare Premium for Employee

Paid LTD

Paid STD

Unlimited PTO, after 90 days ofService

Dental and Vision Option

401k Matching Program

Employee Ownership eligible

Job summary

WEBIT Services, Inc. is seeking a Client Success Manager to own day-to-day client relationships across ~50 managed clients in a pod model with two vCIOs. You will ensure renewals, accurate billing, and proactive communication, serving as the main client contact for business needs.

You will monitor health signals, coordinate with vendors, and prepare roadmap quotes for vCIO review while supporting revenue retention and client satisfaction metrics.

Qualifications

• 2+ years in customer success, account coordination, or MSP operations.
• Highly organized, able to manage dozens of relationships simultaneously.
• Calm under client pressure with clear communication.
• Autotask experience preferred; procurement/order management background is a plus.

Responsibilities

• Own renewals end to end including licenses, subscriptions, domains, warranties, and seat/price true ups.
• Serve as billing point of contact and keep contract counts accurate.
• Track orders and delivery status from sale through install.
• Monitor service issues with Delivery Service Manager and close the loop with clients.
• Prepare client and vCIO reports ahead of QBRs.
• Escalation point for expansion requests; route to Account Manager.

Skills

Client relationship management

Clear communication

Calm under pressure

Organization

Tools

Autotask

Job description

This position reports to the Director of Client Strategy. The Client Success Manager (CSM) owns the day-to-day client relationship with approximately 50 managed clients, working in a pod model, supporting our two vCIO's. The CSM keeps clients renewed, continues a robust client relationship informing them of any changes and ensures accurate billing across the full book. They are the first call from the client for all their business needs.

Key Responsibilities

Client Relationship Ownership

• Own renewals from end to end, including licenses, subscriptions, domains, warranties, and seat and price true ups
• Keep contract counts and billing accurate; serve as billing point of contact
• Track orders and delivery status from sale through install
• Track service issues with the Delivery Service Manager and close the loop with clients
• Prepare client and vCIO reports ahead of QBR's
• Serve as escalation point and route expansion requests to the Account Manager
• Monitor client health signals and flag risk early
• Until the Account Manager is in place: prepare roadmap quotes for vCIO review.

Billing, Contracts & AR

• Keep our user and device counts in the contracts accurate, reconciled every quarter against Autotask and RMM data, and monitor recurring billing so clients are not surprised.
• Support renewals and moves to current agreements: timelines, client notices, and walkthroughs
• Follow up on aging receivables in a professional, relationship-focused way partnering with Finance on adjustments

Service Coordination

• Monitor tickets and projects in Autotask and track open service issues with the Service Delivery Manager, keeping clients updated
• Coordinated with clients' third-party vendors (printers, line-of-business software, carriers)
• Follow up on every NPS or CSAT detractor

Key Metrics

• On time renewal rate and gross revenue retention
• Billing and contract accuracy
• CSAT and NPS across the book
• Escalation response and resolution follow-through.

What You Bring

• 2+ years in customer success, account coordination, or MSP operations
• Highly organized, comfortable owning dozens of relationships at once
• Calm under client pressure, clear communicator
• Autotask experience preferred, procurement or order management background a plus

Benefits

• Paid Healthcare Premium for Employee
• Paid LTD
• Paid STD
• Unlimited PTO, after 90 days of service
• Dental and Vision Option
• 401k Matching Program
• Employee Ownership eligible