MSP Technical Customer Success Manager OnSite

Computer Business Solutions; Pompano Beach (FL); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

401(k)

Health insurance

Paid time off

Opportunity for advancement

Job summary

Computer Business Solutions in Pompano Beach, Florida is seeking a Customer Success Manager to build strong client relationships and ensure customer satisfaction. The CSM will act as the primary point of contact, aligning IT services with business goals, and driving client retention in a Managed Service Provider (MSP) environment.

This position requires a minimum of 3–5 years of experience and a strong understanding of IT infrastructure. On-site work is mandatory with no remote options available.

Qualifications

• 3–5+ years of experience in Customer Success or Account Management.
• Experience in an MSP or IT services environment preferred.
• Strong understanding of IT infrastructure and cloud services.

Responsibilities

• Manage relationships with clients to ensure satisfaction.
• Identify upsell opportunities and manage client health.
• Coordinate with technical teams to ensure service delivery.

Skills

Customer Success Management

Relationship Building

IT Infrastructure Knowledge

Communication Skills

Problem-Solving

Tools

PSA Tools (e.g., ConnectWise)

CRM Platforms

Job description

Benefits

• 401(k)
• Competitive salary
• Health insurance
• Opportunity for advancement
• Paid time off

Overview

The Customer Success Manager (CSM) is responsible for building strong client relationships, ensuring customer satisfaction, and driving long-term retention within a Managed Service Provider (MSP) environment. This role acts as the primary point of contact for clients, aligning IT services with business goals, identifying growth opportunities, and ensuring successful service delivery.

Key Responsibilities

Client Relationship Management

• Serve as the primary liaison between clients and the MSP
• Build and maintain long-term relationships with key stakeholders
• Conduct regular check-ins, business reviews (QBRs), and strategic planning sessions
• Ensure client expectations are met or exceeded

Customer Success & Retention

• Monitor client health, satisfaction, and engagement
• Proactively identify risks and mitigate churn
• Drive adoption of services, tools, and best practices

  Service Delivery Alignment

  • Work closely with technical teams (Help Desk, NOC, Engineering) to ensure high-quality service delivery
  • Translate technical issues into business impact for clients
  • Ensure SLAs and KPIs are consistently met

  Account Growth & Strategy

  • Identify upsell and cross-sell opportunities (cloud, security, backup, compliance, etc.)
  • Assist clients in IT budgeting and roadmap planning
  • Align MSP services with client business objectives

  Issue Escalation & Resolution

  • Act as an escalation point for client concerns
  • Coordinate internally to resolve issues efficiently
  • Ensure clear communication and follow-through

  Reporting & Metrics

  • Track and report on customer success metrics (CSAT, NPS, retention rates)
  • Prepare and present reports during client meetings
  • Use PSA/CRM tools to maintain accurate account records

  Required Qualifications

  • 3–5+ years of experience in Customer Success, Account Management, or IT Service Management
  • Experience working in an MSP or IT services environment (highly preferred)
  • Strong understanding of IT infrastructure, cloud services (e.g., Microsoft 365, Azure), and cybersecurity concepts
  • Excellent communication and relationship-building skills
  • Ability to manage multiple client accounts simultaneously

  Preferred Skills

  • Familiarity with PSA tools (e.g., ConnectWise, Autotask) and RMM platforms
  • Experience with QBRs and IT strategy planning
  • Strong problem-solving and conflict resolution skills
  • Sales acumen for identifying growth opportunities
  • Project coordination experience

  Work Environment

  On-Site (5 Days a week in Office) - NO REMOTE or HYBRID OPTIONS

  Compensation & Benefits

  • Competitive salary (based on experience)
  • Health insurance
  • Paid time off and holidays
  • Professional development and certification support
  • 401(k) with company match (if applicable)

  Why Join Us

  • Work with a collaborative and technically strong team
  • Exposure to diverse technologies and client environments
  • Opportunities for career growth within the MSP organization