Customer Success Manager, MSP

Jobtailor; La Verne (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

Jobtailor in California is seeking an experienced Client Engagement Manager to schedule, prepare, document, track, and execute each client engagement on cadence. You will maintain a master QBR calendar, triage the vCIO ticket queue, build standardized QBR decks, and turn renewal needs into same-day quotes for Procurement.

This role requires strong Excel and PowerPoint skills, executive-level documentation, MSP experience, and familiarity with ConnectWise PSA, RMM, CPQ, IT Glue, SharePoint,

Qualifications

• Experience managing client engagements and scheduling cadence.
• Strong presentation and executive documentation skills.
• MS Excel and PowerPoint proficiency.

Responsibilities

• Schedule, prepare, document, track, and execute client engagements on cadence.
• Maintain master QBR calendar and ensure client engagements stay within windows.
• Triage vCIO ticket queue and capture commitments within one business day.
• Build standardized QBR decks and keep roadmaps and budgets current and on time.
• Convert renewal needs into same-day quotes for procurement.
• Route larger projects to the architect with a clean handoff.
• Deliver monthly Client Health Dashboard and weekly KPIs on time.
• Flag client health risks to the vCIO and maintain follow-ups.

Skills

Client Engagement Management

Executive documentation

MS Excel

PowerPoint

MS 365 Copilot

Education

Bachelor's degree preferred

Tools

ConnectWise PSA

RMM

CPQ

IT Glue

SharePoint

Microsoft 365 Copilot

Copilot Studio

Job description

• • Ensure every client's strategic engagement is scheduled, prepared, documented, tracked, and executed on cadence
• • Maintain 100% of clients within their engagement windows on a master QBR calendar
• • Triage the vCIO ticket queue daily, control aging, and capture every commitment within one business day
• • Build standardized QBR decks and keep roadmaps and budgets current and on time
• • Turn standard and renewal needs into same-day quotes for Procurement
• • Route larger projects to the architect with a clean handoff
• • Deliver the monthly Client Health Dashboard and weekly KPIs on time
• • Flag client health risks to the vCIO
• • Maintain client and internal follow-ups and close the loop
• • Support smooth new-client onboarding
• • Use Microsoft 365 Copilot to prepare strategic deliverables, summarize benchmarking and service data, and convert notes into tracked action items
• • Build agents and automations in Copilot Studio
• • Validate AI outputs for accuracy before delivery to a vCIO or client

Requirements

• 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
• Concise executive-level documentation skills
• Strong Excel and PowerPoint proficiency
• Ability to show a cadence, queue, or reporting process personally built or standardized and run reliably
• Weekend on-call rotation to attend to client emergency incidents
• Bachelor's degree preferred
• Experience supporting account strategy or vCIO teams preferred
• Experience coordinating procurement, vendor quoting, or renewals preferred
• Business acumen, including familiarity with P&L, ROI, and TCO preferred
• Experience with ConnectWise PSA, RMM, and CPQ; IT Glue; SharePoint; Microsoft 365; Microsoft 365 Copilot; and Copilot Studio

Core Competencies

Demonstrates expertise in client engagement management, including scheduling, documentation, and tracking, while ensuring timely delivery of strategic deliverables. Proficient in utilizing Microsoft 365 tools and managing client health metrics to support account strategy and procurement processes.

Highest-signal resume keywords

• Client Engagement Management
• Microsoft 365 Copilot Proficiency
• Excel and PowerPoint Proficiency
• Customer-Service Experience
• Procurement Coordination

Hard Skills

• Client Engagement Management
• Documentation Skills
• Excel Proficiency
• PowerPoint Proficiency
• Procurement Coordination
• Vendor Quoting
• Account Strategy Support
• Reporting Process Standardization
• Client Health Metrics Management
• AI Output Validation

Soft Skills

• Organizational Skills
• Communication Skills
• Deadline Management
• Customer Management

Industry Keywords

• MSP Environment
• Business Acumen
• P&L
• ROI
• TCO

Tools & Technologies

• Microsoft 365
• Microsoft 365 Copilot
• Copilot Studio
• ConnectWise PSA
• RMM
• CPQ
• IT Glue
• SharePoint