Client Success Manager Software

Emerald Resource Group; Cleveland (OH); On-site; USD 70,000 - 110,000; Full time

Job summary

Emerald Resource Group in Cleveland, OH is seeking a proactive Customer Success Manager to own and grow our institutional and enterprise client relationships from go-live through renewal and beyond. This mid-level role emphasizes building trust, guiding IT strategy, and serving as the go-to advisor for technology decisions.

You will act as the primary IT advisor for client executives, translate business needs into practical roadmaps, provide strategic guidance on adoption and vendor management,

Qualifications

• 3–7 years in IT Customer Success, Client Services, or Account Management.
• Excellent communication and presentation skills; able to simplify IT topics for non-technical audiences.
• Experience advising SMBs or MSP environments is a plus.
• Ability to balance strategic vision with practical, cost-effective recommendations.

Responsibilities

• Act as the primary IT advisor for client executives and business owners.
• Translate business needs into practical technology roadmaps.
• Provide strategic guidance on adoption and vendor management.
• Lead quarterly business reviews and collaborate with technical teams to align service delivery.

Skills

IT CS

Account Mgmt

Communication

Presentation

Education

Bachelor's degree in IT/Business

Tools

CRM (Salesforce)

Job description

We are seeking a proactive, performance-driven Customer Success Manager (CSM) to manage and grow our institutional and enterprise client relationships. In this mid-level role, you will be the primary point of contact for your assigned accounts from go-live through renewal and beyond.

This role is about building trust, guiding IT strategy, and being the “go-to advisor” for technology decisions.

What You’ll Do

• Act as the primary IT advisor for client executives and business owners.
• Translate business needs into practical technology roadmaps.
• Provide strategic guidance around adoption, opportunities and vendor management.
• Review client environments, identify risks, and recommend improvements.
• Stay current on technology trends, bringing forward solutions that drive efficiency, productivity, and growth.
• Collaborate with technical teams to ensure client strategy aligns with service delivery.
• Lead quarterly business reviews (QBRs) with clients to assess performance and future needs.

What We’re Looking For

• 3 to 7 years of progressive IT Customer Success, Client Services, and Account Management.
• Excellent communication and presentation skills—must be able to simplify complex IT topics for non-technical audiences.
• Experience advising SMBs or working within an MSP environment is a plus.
• Ability to balance strategic vision with practical, cost-effective recommendations.

Why Join Us

• Make a direct impact on small and mid-sized businesses.
• Be part of a team that values long-term client relationships, not just transactions.
• Work in a collaborative culture where your input shapes strategy and service.
• Competitive compensation, benefits, and growth opportunities within a leading local MSP.