Client Success Manager - MSP Growth & Retention Lead

Lyra Technology Group; Parsippany-Troy Hills (NJ); On-site; USD 80,000 - 100,000; Full time

Job summary

Lyra Technology Group seeks a Client Success Manager for Strategic Micro Systems in Parsippany, NJ. You will own post-sale client relationships, drive retention, and identify growth opportunities across managed services, cybersecurity, and cloud solutions.

The role requires 3+ years in client-facing roles within MSP/IT services, strong executive communication, and experience with HubSpot and ConnectWise platforms. This is an on-site, full-time opportunity in New Jersey.

Qualifications

• 3+ years of experience in Account Management, Client Success, Customer Success, Business Development, or a similar client-facing role.
• Experience within the Managed IT Services (MSP), IT Services, SaaS, or technology industry is strongly preferred.
• Demonstrated ability to build and maintain executive-level client relationships.
• Strong communication, presentation, and interpersonal skills.
• Excellent organizational, planning, and time management abilities.
• Ability to successfully manage multiple client relationships simultaneously.
• Experience using CRM platforms such as HubSpot.
• Experience with ConnectWise Manage and ConnectWise CPQ is preferred.
• Comfortable initiating commercial conversations and identifying opportunities within existing client accounts.
• Previous consultative sales or account growth experience is considered a strong asset.

Responsibilities

• Serve as the primary relationship owner for an assigned portfolio of managed services clients.
• Develop trusted relationships with executive stakeholders, business owners, and key decision-makers.
• Act as the primary point of contact for non-technical client communications and account-related matters.
• Advocate for clients internally while ensuring alignment with company objectives and service delivery standards.
• Conduct Quarterly Business Reviews (QBRs) focused on business objectives, technology strategy, service performance, and future planning.
• Develop strategic account plans designed to increase client engagement, retention, and long-term value.
• Proactively identify opportunities to expand client relationships through additional managed services, cybersecurity, Microsoft 365, cloud solutions, licensing, and professional services.
• Prepare proposals and coordinate solution recommendations in partnership with engineering and leadership teams.
• Manage contract renewals and renewal planning to maximize retention and minimize contract risk.
• Monitor client satisfaction, account health, and service adoption.
• Address client concerns proactively and coordinate internal resources to resolve issues before they elevate.
• Partner closely with technical and operational teams to ensure successful delivery of services and projects.
• Maintain accurate account documentation, opportunity tracking, and client activity within HubSpot and ConnectWise.
• Drive organic revenue growth through account expansion, cross-selling, and upselling initiatives.
• Maintain awareness of each client's business objectives and identify opportunities where technology solutions can deliver measurable value.
• Collaborate with leadership to develop and execute account growth strategies.

Skills

Account Management

Client Success

MSP experience

CRM (HubSpot)

ConnectWise Manage

ConnectWise CPQ

Tools

HubSpot

ConnectWise Manage

ConnectWise CPQ

Job description

Lyra Technology Group seeks a Client Success Manager for Strategic Micro Systems in Parsippany, NJ. You will own post-sale client relationships, drive retention, and identify growth opportunities across managed services, cybersecurity, and cloud solutions.

The role requires 3+ years in client-facing roles within MSP/IT services, strong executive communication, and experience with HubSpot and ConnectWise platforms. This is an on-site, full-time opportunity in New Jersey.