Remote MSP Client Success Lead - Lifecycle & Coordination

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

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.