Remote Customer Success Manager – MSP Client Experience

i-Tech Support; Town of Florida (NY); Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401K with employer match

PTO + paid holidays

Company laptop

Training opportunities

Job summary

i-Tech Support is seeking a Customer Success Manager for Managed Services. This remote role oversees the client lifecycle from onboarding through ongoing relationships, coordinating with vCIO, Service Delivery, Help Desk, and other teams to ensure timely actions and stakeholder alignment.

The CSM focuses on client experience, engagement, and retention rather than performing technical work or direct sales. Responsibilities include coordinating onboarding/offboarding, maintaining client records,

Qualifications

• Strong written and verbal communication skills.
• Exceptional organization, prioritization, and follow-through.
• Demonstrated customer-facing experience in a service-oriented environment.
• Ability to independently manage multiple clients, priorities, deadlines, and commitments.
• Strong professional phone, email, and meeting presence.
• Ability to coordinate across departments and drive work toward completion without direct authority over every resource involved.
• Experience using CRM, PSA, or similar customer/account management systems.
• Strong judgment and problem-solving skills with the ability to determine appropriate next steps without requiring constant direction.

Responsibilities

• Coordinate the client onboarding and ongoing lifecycle across MSP teams.
• Maintain master client list and ensure information accuracy.
• Schedule and document client meetings with agendas and action items.
• Monitor client health, satisfaction, and retention risks.
• Support renewals, contracts, and pricing coordination.
• Advocate for client needs and coordinate cross-functional follow-through.

Job description

i-Tech Support is seeking a Customer Success Manager for Managed Services. This remote role oversees the client lifecycle from onboarding through ongoing relationships, coordinating with vCIO, Service Delivery, Help Desk, and other teams to ensure timely actions and stakeholder alignment.

The CSM focuses on client experience, engagement, and retention rather than performing technical work or direct sales. Responsibilities include coordinating onboarding/offboarding, maintaining client records,