Client Success Manager – IT Services

My IT Crew; New York (NY); On-site; USD 100,000 - 110,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

PTO

Paid holidays

Job summary

My IT Crew seeks a Client Success Executive to act as the strategic quarterback for high-impact accounts, owning relationships from CEO to front-line staff, and shaping IT roadmaps aligned with client goals.

You will drive revenue expansion, renewals, and cross-functional execution, partnering with TAM, Project teams, and Solutions Architects to deliver measurable outcomes in healthcare and other verticals.

Qualifications

• 7+ years of senior account/ client success leadership in tech services.
• Proven track record managing relationships with C-suite/VP buyers.
• Understand business impact of technology and explain to executives.
• Technical fluency to engage with engineering teams and frame findings.
• Consultative, confident communicator with insights and authority.
• Organized, accountable management of a multi-client book of business.
• Experience with assisted living or SNF operational contexts is preferred.

Responsibilities

• Client Strategy & Relationship Management — primary focus: be the strategic point for assigned clients.
• Revenue Growth & Expansion: identify and close expansion opportunities; scope solutions with teams.
• Lifecycle & Renewals: own lifecycle calendar, renewals, and roadmap updates.
• Escalation & Cross-Functional Execution: serve as non-technical escalation point and align delivery.

Skills

Senior account management

C-suite relationships

Technical fluency

Consultative communication

Organizational discipline

Healthcare SNF familiarity

Job description

THE OPPORTUNITY

At MYITCREW, we don't just serve clients — we partner with them. As a Client Success Executive, you'll be the strategic quarterback for your assigned accounts: the single point of accountability for relationship health, business growth, and technology alignment across the client lifecycle.

Your portfolio will focus on MYITCREW's Healthcare, Manufacturing, and other accounts. Many of our clients are complex, multi-location operators where the depth of the relationship is everything. As we continue to grow our practice and expand our account management team in our focused verticals, you'll be joining at a moment when your work will directly shape how we serve and retain these clients. They don't want a vendor rep — they want a strategic partner who understands their business, earns their trust, and helps them build a technology roadmap that supports their mission. That is the first and most important thing you will do in this role.

WHAT YOU'LL DO

Client Strategy & RelationshipManagement —Primary Focus

• Serve as the single point of accountability for assigned clients — proactive, strategic, and always a step ahead


• Own the client relationship at every level of the organization — from the CEO, COO, CFO, Administrators, and front line staff. Lead recurring Strategic Business Reviews (SBRs), build annual IT roadmaps tied to each client’s operational goals, and develop the kind of trust that makes MYITCREW indispensable — not just a vendor on contract.


• Anticipate client needs through data and relationship cues — surfacing and resolving concerns before they escalated

Revenue Growth & Expansion

• Identifyand close expansion opportunities: hardware refreshes, infrastructure upgrades, licensing, and project work


• Quote and scope solutions in partnership with the Solutions Architect and TAM teams — moving opportunities from finding to proposal to signed approval


• Translate technical findings into business conversations: connecting infrastructure recommendations to operational outcomes, risk reduction, and ROI

Lifecycle & Renewals

• Own the lifecycle calendar for each account — warranties, licensing renewals, and contract timelines


• Present lifecycle and budget updates as part of proactive roadmap conversations, not reactive fire drills

Escalation & Cross-Functional Execution

• Serve as the non-technical escalation point for service concerns —facilitatinginternal resolution across Service, TAM, and Project teams


• Maintain clear communication with clients during escalations, ensuring transparency and continuity


• Partner with the TAM and Projects teams to execute on client initiatives and keep delivery aligned to commitments


• Partner with the Solutions Architect on complex client scoping — bringing technical depth into client conversations and ensuring recommendations are grounded in a sound, achievable plan before they are presented

WHAT WE'RE LOOKING FOR

• 7+ years in a senior account management, client success, or client executive role — in managed services, IT services, or a related technology field


• Proventrack recordmanaging relationships with C-suite and VP-level buyers at complex, multi-site organizations


• Ability to understand the business implications of technology — what a failing environment costs an operator, and what a well-designed one enables — and articulate this clearly and without jargon to executive audiences


• Enough technical fluency to engage credibly with engineering teams, shape how findings are framed for clients, and lead the client conversation from there — you don't build the solution, but you understand why it matters


• Consultative, confident communicator — you ask good questions, listen well, and present recommendations with authority


• Organized and accountable: you manage a book of business with discipline and follow through on commitments


• Experience working with or within assisted living or skilled nursing facility (SNF) organizations isrequired— you understand the operational pressures, the regulatory environment, and the decision-making structures that define this world. Background on the operations side of healthcare (rather than exclusively IT) is a meaningful plus and preferred

HOW WE MEASURE SUCCESS

• Expansion revenue: quoting activity, pipeline, and closed-won opportunities


• Client retention rate across your assigned portfolio


• SBR and cadence call completion — are your clients engaged and on schedule?


• Lifecycle execution: clients with current roadmaps, renewals handled on time


• Client satisfaction scores tied to account-related interactions

WHY MYITCREW

• We fix problems permanently — our root cause culture means clients trust us, and that trust is the foundationyou'llbuild on


• A proactive technical team generates real findings and real opportunities —you'llwalk in with material to work with


• Competitive compensation:Base salary range of $100,000 – $110,000 annually, depending on experience and qualifications. In addition, this role is eligible for performance-based commissions/bonuses, resulting in high on-target earnings (OTE).


• Health, dental, and vision benefits; PTO and paid holidays


• Leadership that is invested in making this role successful