Customer Success Manager – Managed Services

i-Tech Support, Inc.; Florida; Remote; USD 70,000 - 95,000; Full time

Job summary

i-Tech Support, Inc. is seeking a Customer Success Manager for our MSP team. This remote role focuses on owning the client lifecycle, coordinating onboarding and ongoing service, and ensuring cross-team alignment to deliver a consistent, high-quality client experience.

The CSM collaborates with Sales, Service Delivery, Help Desk, Finance, and other internal teams to track commitments, identify risks, and keep clients informed throughout the relationship.

Responsibilities

• Coordinate the client experience from onboarding to ongoing Managed Services relationship.
• Own onboarding coordination including Sales handoff, milestones, documentation, internal coordination and transition into ongoing service.
• Coordinate client offboarding when applicable with proper communication and documentation.
• Maintain the master client list and ensure information remains accurate.
• Coordinate across departments to ensure lifecycle activities and commitments are completed on time.
• Serve as the primary relationship coordination point for assigned clients with established support channels.
• Maintain communication cadence across accounts and coordinate client meetings with agendas, materials, decisions and follow-up.
• Maintain visibility into client concerns and service issues and outstanding commitments.
• Coordinate external client communications, including newsletters, surveys, service announcements and updates.
• Ensure timely communication when issues span multiple departments.
• Monitor client health, engagement, satisfaction and relationship risk.
• Identify signs of dissatisfaction and coordinate action to address retention risks.

Job description

Position: Customer Success Manager - Managed Services

Position Type: Full-Time Exempt,SalariedEmployee

Location: Remote, Florida

Working Hours: 8:00am-5:00pm ET (1 hour lunch)

We are a growing Managed Service Provider (MSP) focused on delivering proactive IT solutions and exceptional client experiences. As we continue to scale, we are seeking a highly organized, proactive, and client-focused professional to strengthen the customer experience across our Managed Services accounts.

The Customer Success Manager (CSM) owns the operational customer experience and client lifecycle, ensuring consistent communication, coordination, and follow-through from new-client onboarding throughout the ongoing client relationship.

The CSM works closely with the vCIO/Account Owner, Service Delivery, Help Desk, Project Services, Sales, Finance, and other internal teams to ensure client commitments are tracked, risks are identified, information remains current, and clients receive a consistent and well-coordinated experience.

This is an ownership and follow-through role. The CSM is not expected to personally perform technical work, manage technology strategy, or sell solutions. Instead, they maintain visibility across the relationship, ensure the right people are engaged, drive appropriate next steps, and keep the client informed.

Key Responsibilities

Client Lifecycle Management

• Coordinate the client experience from new-client onboarding throughout the ongoing Managed Services relationship.
• Own the customer-facing coordination of onboarding, including Sales handoff, client communication, milestones, documentation, internal coordination, client readiness, and transition into ongoing service.
• Coordinate client offboarding when applicable, ensuring communication, documentation, internal coordination, and transition activities are handled professionally.
• Maintain the master client list and ensure key client information remains accurate and current.
• Coordinate across departments to ensure client lifecycle activities and commitments are completed on time.

Client Experience & Communication

• Serve as the primary relationship coordination point for assigned clients while reinforcing established channels for technical support and service requests.
• Maintain an appropriate communication and engagement cadence across assigned accounts.
• Coordinate client meetings and ensure agendas, materials, decisions, action items, and follow-up are completed.
• Maintain visibility into client concerns, significant service issues, and outstanding commitments.
• Coordinate external client communications, including the monthly client newsletter, satisfaction surveys, service announcements, important updates, and other client-facing communications.
• Ensure clients receive timely and appropriate communication when issues or commitments span multiple departments.

Client Health, Satisfaction & Retention

• Monitor overall client health, engagement, satisfaction, and relationship risk.
• Proactively identify signs of dissatisfaction, recurring concerns, service gaps, or other retention risks and coordinate appropriate action.
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