Remote MSP Customer Success Manager: Onboarding & Renewals

i-Tech Support; Tallahassee (FL); Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

401K with match

Parental leave

Laptop provided

Training support

Job summary

i-Tech Support is seeking a Customer Success Manager for our Managed Services. You will own the operational client lifecycle, ensuring onboarding, ongoing coordination, and timely follow-through with the vCIO, Service Delivery, Help Desk, and Sales teams.

The role focuses on maintaining client health, coordinating communications, renewals, and contract milestones, while driving adoption of services across accounts.

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.
• Strong attention to detail and commitment to maintaining accurate client information.

Responsibilities

• Coordinate the client experience from onboarding throughout the Managed Services relationship.
• Own onboarding coordination, including Sales handoff, client communications, milestones, documentation, and transitions.
• Coordinate client offboarding, ensuring communication and handover activities are completed.
• Maintain the master client list and ensure key information is current.
• Coordinate across departments to ensure lifecycle activities and commitments are completed on time.
• Serve as the primary relationship coordination point for assigned clients.
• Maintain an appropriate communication cadence across accounts.
• Coordinate client meetings with agendas, materials, decisions, and follow-up.
• Maintain visibility into client concerns and service issues.
• Coordinate external client communications, including newsletters and updates.
• Monitor client health, engagement, satisfaction, and risk.
• Identify signs of dissatisfaction and coordinate action.
• Coordinate client satisfaction surveys and monitor CSAT trends.
• Identify patterns in client feedback and communicate insights.
• Maintain visibility into escalated client concerns and ensure resolution.
• Identify highly satisfied clients for references or advocacy opportunities.
• Maintain renewal calendars and coordinate renewal activity with stakeholders.
• Assist with Microsoft 365 renewal activities and other renewals as needed.
• Support conversion of month-to-month agreements to longer-term ones.

Skills

CRM management

Communication

Organization

Cross-functional coordination

Problem solving

Attention to detail

CRM/PSA experience

Tools

ConnectWise Manage

HubSpot

ERP or billing systems

Job description

i-Tech Support is seeking a Customer Success Manager for our Managed Services. You will own the operational client lifecycle, ensuring onboarding, ongoing coordination, and timely follow-through with the vCIO, Service Delivery, Help Desk, and Sales teams.

The role focuses on maintaining client health, coordinating communications, renewals, and contract milestones, while driving adoption of services across accounts.