Strategic CSM for MSP & Managed Services

Aqueduct Technologies, Inc.; Canton (MA); On-site; USD 90,000 - 130,000; Full time

Job summary

Aqueduct Technologies, Inc. is seeking a Customer Success Manager (CSM) to serve as the trusted advisor for a portfolio of strategic Managed Services customers.

The CSM will build executive relationships, ensure measurable business value, drive service adoption, and lead governance across the customer lifecycle. Collaborating with Sales, Client Tech Advisors, Professional Services, NOC, EUS, and leadership, you will play a critical role in retention, satisfaction, and long-term growth.

Qualifications

• 3-7 years of Customer Success, Account Management, Technical Account Management, Managed Services, or client-facing consulting experience.
• Experience managing multiple customer relationships in MSP/IT Services/SaaS environments.
• Strong executive communication and presentation skills with the ability to translate technical concepts into business outcomes.
• Experience leading business reviews and demonstrating customer value through metrics and insights.
• Proven ability to create and maintain SOPs, governance processes, and customer documentation.

Responsibilities

• Serve as the primary customer advocate and strategic advisor for assigned accounts.
• Lead customer onboarding, service transitions, and ongoing adoption of Managed Services.
• Conduct Monthly Service Reviews (MSRs) and Quarterly Partnership Reviews (QPRs) showing business value via metrics and trends.
• Develop and maintain customer-specific SOPs, governance docs, comms plans, and runbooks.
• Monitor customer health, identify risks, and drive continuous service improvement.
• Analyze service performance and deliver executive-level reporting and recommendations.
• Collaborate across Sales, Service Delivery, Engineering, and Leadership for a high-quality customer experience.
• Identify opportunities to expand customer value through additional services and strategic tech initiatives.

Skills

Customer Success

Account Management

Technical Account Management

Managed Services

Client-facing consulting

Tools

Salesforce

ConnectWise

BrightGauge

Microsoft Office

Job description

Aqueduct Technologies, Inc. is seeking a Customer Success Manager (CSM) to serve as the trusted advisor for a portfolio of strategic Managed Services customers.

The CSM will build executive relationships, ensure measurable business value, drive service adoption, and lead governance across the customer lifecycle. Collaborating with Sales, Client Tech Advisors, Professional Services, NOC, EUS, and leadership, you will play a critical role in retention, satisfaction, and long-term growth.