Customer Success Manager (MSP)
Modern IT
Get more replies from employers
Send a job-specific resume in minutes.
Benefits offered by this job
Job summary
Modern IT seeks an organized, client-focused role to operationalize strategic engagements for a growing MSP client base. You will schedule and prep every client cadence, maintain traceable commitments, and ensure timely delivery of QBRs, roadmaps, and budgets.
You will triage the vCIO ticket queue, generate same-day quotes for renewals, and deliver monthly health dashboards while flagging risks. This role emphasizes documentation, follow-through, and cross-functional coordination.
Qualifications
- 4+ years in an MSP environment or equivalent experience.
- Customer-service and client-management experience.
- Strong organizational, communication, and deadline-management skills, with concise executive-level documentation.
- Strong Excel and PowerPoint proficiency.
- Founding gate: you can show a cadence, queue, or reporting process you built and ran reliably.
- On-call weekend rotation to attend client emergencies; rotates among local/hybrid staff.
Responsibilities
- Keep 100% of clients scheduled within engagement windows on a master QBR calendar.
- Triage the vCIO ticket queue daily and capture commitments within one business day.
- Build standardized QBR decks; maintain roadmaps and budgets current and on time.
- Turn standard and renewal needs into same-day quotes to Procurement; route larger projects with clean handoffs.
- Deliver the monthly Client Health Dashboard and weekly KPIs on time; flag risks to the vCIO.
- Maintain follow-ups with clients and internal teams to ensure smooth onboarding.
Skills
Education
Tools
Job description
- Location: Expected to be in the La Verne office 3-4 days per week
- Department: Business Alignment
- Type: Full-time
- Location: Expected to be in the La Verne office 3-4 days per week
- Department: Business Alignment
- Type: Full-time
Modern IT is a new kind of MSP — more intentional, more informed, more inspired. We put services over servers, training and trust over technology, and heartbeats over hardware, building IT ecosystems that foster calm, spur confidence, and move people forward. As a platform-centric MSP partnered with Microsoft and ConnectWise, we serve a global client base with a distributed team.
Strategy only creates value when it's prepared, documented, tracked, and executed with precision. As our client base grows, our vCIOs can't personally hold every cadence, follow-up, and commitment in their heads. You make sure they don't have to - operationalizing Modern IT's strategic client engagement so every client gets a consistent, data-driven experience and our vCIOs stay focused on strategy.
You are accountable for ensuring every client's strategic engagement is scheduled, prepared, documented, tracked, and executed on cadence - with zero dropped commitments.
- QBR cadence: Keep 100% of clients scheduled within their engagement windows on a master QBR calendar.
- vCIO ticket queue: Triage the ticket queue daily, control aging, and make sure every commitment is captured within one business day.
- QBR prep & deliverables: Build standardized decks and keep roadmaps and budgets current and on time.
- Quick quotes: Turn standard and renewal needs into same-day quotes to Procurement; route larger Projects to the architect with a clean handoff.
- Client health & reporting: Deliver the monthly Client Health Dashboard and weekly KPIs on time, flagging risks to the vCIO.
- Communications glue: Maintain client and internal follow-ups -closing the loop, and support smooth new-client onboarding.
- 100% of clients stay scheduled within their engagement windows.
- QBR decks, roadmaps, and budgets land on time, every time.
- Zero lost or undocumented strategic commitments.
- Quick quotes go out same-day; the monthly health dashboard is never late.
- An operator at heart who takes pride in a tight cadence and a clean queue.
- A builder who has stood up or standardized a process — and wants to do it again.
- Detail-oriented and process-driven, with strong executive-level documentation skills.
- Calm managing many clients, deadlines, and commitments at once.
- High ownership: an undocumented commitment feels like a personal miss.
- You’d rather do deep, heads-down technical work than run coordination and cadence
- You want to do the strategy yourself rather than operationalizing the vCIO's
- You're uncomfortable chasing down people and owning follow-through to completion
- You need someone else to keep you organized
- 4+ years in an MSP environment or equivalent experience in a relevant field.
- Customer-service and client-management experience.
- Strong organizational, communication, and deadline-management skills, with concise executive-level documentation.
- Strong Excel and PowerPoint proficiency.
- A founding gate: you can show a cadence, queue, or reporting process you personally built or standardized and ran reliably — not just operated.
- On-call expectation: the employee is expected to be on a weekend on-call rotation to attend to client emergency incidents over weekends. This responsibility will be rotated across all local/hybrid employees
- A bachelor's degree; experience supporting account strategy or vCIO teams.
- Experience coordinating procurement, vendor quoting, or renewals.
- Business acumen including familiarity with P&L, ROI, and TCO.
The ConnectWise platform (PSA, RMM, CPQ, and more); IT Glue and SharePoint; Microsoft 365 with strong Excel and PowerPoint; Microsoft 365 Copilot and Copilot Studio.
Modern IT is an AI-first company, and this is an AI-first role. You'll use Microsoft 365 Copilot extensively to prepare strategic deliverables faster and more consistently — drafting TBR decks, summarizing benchmarking and service data, and turning notes into clean, tracked action items — and you'll build agents and automations in Copilot Studio to take repetitive work out of the cadence. You validate every output for accuracy before it reaches a vCIO or client.
Estimated Market Salary Range: $60,000 - 115,000 annually, with flexibility based on experience and overall qualifications. Final compensation will align with skills, market data, and internal guidelines
- Medical insurance (HMO, PPO, Nationwide, and High-Deductible Plan options)
- Coverage effective Day 1
- Modern IT contributes toward employee and dependent premiums
- Basic Life and AD&D insurance (up to $50,000 provided by Modern IT)
- Optional supplemental Life and AD&D insurance (employee, spouse/domestic partner, children)
- Long-Term Disability insurance (employer-sponsored; effective after 3 months)
- 60% of earnings up to $10,000/month
- Optional Dental and Vision insurance (effective Day 1 if elected)
- Medical Flexible Spending Account (FSA)
- Health Savings Account (HSA) for HDHP participants
- Health Advocacy Program (24/7 support for claims, billing, scheduling, coordination)
- Employee Assistance Program (confidential counseling and resources)
- Critical Illness, Accident, and Disability coverage
- Perks at Work (discounts on travel, electronics, home goods, etc.)
- Adoption Assistance Program (up to $1,500 reimbursement)
- Commuter Benefits Program (pre-tax transit/parking)
- 80 hours of PTO per anniversary year (for new full-time employees)
- 6 paid sick days per anniversary year
- 7 paid company holidays
- Up to 2 floating holidays per calendar year
- 401(k) plan with employer match
- Eligibility begins the first day of the month following 3 months of employment
If you are a senior technical leader who takes ownership, challenges the status quo, and wants to help reinvent IT for the AI era, we would love to talk.
This role is for someone who wants to build, improve, and create real impact — not just execute tickets.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
