Client Success Manager

Diverge IT; Torrance (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

DivergeIT is seeking a Client Success Manager to own relationships with a portfolio of managed IT and security clients. This revenue-carrying role focuses on driving MRR uplift and new project revenue by identifying expansion opportunities and closing them against a quota.

You will partner with the Solutions Architect and delivery teams, lead quarterly business reviews, monitor CSAT and renewal outcomes, and maintain accurate CRM/PSA records.

Qualifications

• 3+ years of quota-carrying client success or related experience in MSP/MSSP or IT services.
• Proven ability to identify, propose, and close renewal and expansion revenue within existing accounts.
• Working knowledge of IT and cybersecurity concepts to lead client conversations.

Responsibilities

• Serve as the primary point of contact and trusted advisor for managed IT/security clients.
• Own revenue growth within account portfolio and close expansion opportunities against a quota.
• Partner with the Solutions Architect to scope services and translate recommendations into opportunities.
• Maintain client relationship health and renewal outcomes (CSAT/NPS).
• Lead quarterly business reviews presenting IT governance and security posture reports.
• Monitor account health indicators and address issues proactively.
• Coordinate with helpdesk and delivery teams to resolve escalated issues.
• Track contract renewal timelines and participate in renewal conversations.
• Receive and onboard newly assigned accounts from BDMs for smooth transition into ongoing account management.
• Maintain accurate CRM/PSA records of interactions and expansion pipeline.
• Advocate for client needs and feed feedback into service delivery.
• Ensure clients understand and adopt the full value of their service agreement including tools/licenses.

Skills

Quota carrying

Client success

CRM/PSA tools

Executive communication

Negotiation

Organization

Collaboration

Tools

HubSpot

Salesforce

ConnectWise

Job description

Company Overview

DivergeIT is a managed IT and security services provider (MSP/MSSP) delivering proactive, business-aligned technology and cybersecurity services to our clients. We help organizations reduce risk, improve operational efficiency, and get the most value out of their technology investments — backed by a team of engineers, security specialists, and client-facing experts.

Position Summary

The Client Success Manager (CSM) is the primary relationship owner and seller into a portfolio of DivergeIT's existing managed IT and security clients. This is a revenue-carrying role: the CSM is responsible for driving MRR uplift and new project revenue within their accounts by identifying and building a pipeline of expansion opportunities and closing them against a quota. The CSM owns client retention, satisfaction, and ongoing value realization — ensuring clients understand and adopt the full value of their service agreement and partners with the Solutions Architect on scoping technical improvements while coordinating with technical delivery teams to resolve client issues.

What We Offer

Base salary: $90,000 – $120,000, with an On-Target Earnings (OTE) of $170,000 - $200,000 at plan.

Key Responsibilities

• Serve as the primary point of contact and trusted advisor for an assigned portfolio of managed IT/security clients.
• Own revenue growth within your account portfolio as the primary seller into existing clients — proactively identify whitespace, build and manage a pipeline of expansion opportunities, and close MRR uplift and new project revenue against a quota.
• Partner with the Solutions Architect to scope and position additional services, upgrades, and security improvements, translating technical recommendations into expansion opportunities you sell and close.
• Own overall client relationship health, satisfaction (CSAT/NPS), and retention/renewal outcomes.
• Lead regular business reviews (QBRs) with clients, presenting IT governance and security posture reports (device compliance, patch status, Microsoft Secure Score, licensing utilization, support performance) and using them to surface expansion opportunities
• Monitor account health indicators — ticket volume and trends, SLA adherence, security risk flags — and proactively address issues before they escalation.
• Coordinate with helpdesk and technical delivery teams to resolve escalated support issues and ensure timely resolution.
• Track contract renewal timelines; participate in renewal conversations in partnership with sales leadership.
• Receive and onboard newly assigned accounts handed off by Business Development Managers (BDMs) after the initial sale, ensuring a smooth transition into ongoing account management and sales.
• Maintain accurate, up-to-date records of client interactions, account status, and the expansion pipeline in the CRM/PSA.
• Advocate internally for client needs, feeding client feedback into service delivery and roadmap discussions.
• Ensure clients understand and adopt the full value of their service agreement, including underutilized tools and licenses, as a foundation for expansion conversations.

Qualifications

• 3+ years of experience in quota-carrying Client Success, Account Management, or Client Relationship role with direct responsibility for selling into and expanding existing accounts, ideally within an MSP, MSSP, or IT/technology services environment.
• Demonstrated track record of independently identifying, proposing, and closing renewal and expansion revenue (MRR uplift, new projects) within existing accounts, consistently meeting or exceeding revenue targets.
• Working knowledge of IT and cybersecurity concepts (e.g., patch management, MFA, endpoint compliance, Microsoft 365) sufficient to lead informed client conversations.
• Strong presentation, negotiation, and communication skills; comfortable leading executive-level business reviews and selling conversations.
• Experience with CRM/PSA tools (e.g., HubSpot, Salesforce, ConnectWise, or similar).
• Highly organized, able to manage a diverse portfolio of accounts and competing priorities.
• Collaborative mindset — works effectively with sales, technical delivery, and security teams.