Customer Success Manager – IT Managed Services

Confidential Jobs; New York (NY); Hybrid; USD 75,000 - 186,000; Full time

Benefits offered by this job

Competitive salary & performance-based incentives

Comprehensive benefits package (Medical, Dental, Vision, 401K matching, PTO)

Opportunities for career growth and professional development

Job summary

A dynamic IT Managed Services Provider is seeking a Customer Success Manager to maintain and grow client relationships in the Greater NY/NJ area. This role requires managing client accounts and working closely with technical teams to ensure exceptional service. Ideal candidates should have MSP experience and strong knowledge of IT management platforms.

Qualifications

• Experience in an MSP environment managing multiple clients.
• Strong knowledge of Kaseya, ConnectWise, or similar ITSM/RMM platforms.
• Hands-on experience with O365 licensing and user management.
• Familiarity with application control tools like ThreatLocker.
• Ability to translate technical solutions into business value.

Responsibilities

• Serve as the primary point of contact for assigned clients.
• Proactively identify opportunities for service improvements.
• Manage client onboarding and Quarterly Business Reviews.
• Work with technical teams to resolve issues.
• Oversee cybersecurity tools ensuring compliance.

Skills

Communication

Relationship management

Problem-solving

Organizational skills

Tools

Kaseya

ConnectWise

O365

ThreatLocker

Job description

Customer Success Manager – IT Managed Services

Customer Success Manager – IT Managed Services

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Location: Greater NY/NJ Area (Hybrid/On-Site with NY/NJ Clients)

Industry: IT Managed Services Provider (MSP)

About Us

We are a dynamic IT Managed Services Provider (MSP) seeking a Customer Success Manager to join our Greater NY/NJ team. This role focuses on maintaining and growing client relationships while ensuring our IT solutions meet their business needs. You will be responsible for managing client accounts, ensuring high customer satisfaction, and working closely with our internal technical teams to provide exceptional service to our NY/NJ-based clients.

Key Responsibilities

• Serve as the primary point of contact for assigned clients, ensuring a seamless IT experience.
• Proactively identify opportunities for service improvements, upgrades, and renewals.
• Manage client onboarding, QBRs (Quarterly Business Reviews), and IT roadmaps.
• Work closely with technical teams to resolve issues and optimize client IT environments.
• Maintain expertise in MSP tools such as Kaseya, ConnectWise, or similar IT service management platforms.
• Assist with O365 licensing management, renewals, and optimization.
• Oversee cybersecurity tools, including ThreatLocker, Airlock Digital, AppGuard, or other zero-trust security solutions.
• Ensure compliance with industry best practices for IT security, endpoint management, and licensing.

Qualifications & Experience

Experience in an MSP environment managing multiple clients.

Strong knowledge of Kaseya, ConnectWise, or similar ITSM/RMM platforms.

Hands-on experience with O365 licensing and user management.

Familiarity with ThreatLocker or equivalent application control tools (e.g., Airlock Digital, Ivanti Application Control, AppGuard).

Excellent communication, relationship management, and problem-solving skills.

Ability to translate technical solutions into business value for clients.

Strong organizational skills to manage multiple accounts and priorities effectively.

What We Offer

Competitive salary & performance-based incentives

Comprehensive benefits package (Medical, Dental, Vision, 401K matching, PTO)

A collaborative and fast-paced MSP environment

Opportunities for career growth and professional development

If you're passionate about IT service delivery, client success, and technology solutions, we'd love to hear from you!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Consulting

• Industries

  IT Services and IT Consulting

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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