Strategic Customer Success Manager — MSP & Tech Solutions

Access One; Chicago (IL); Hybrid; USD 75,000 - 80,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

401(k) with company match

Generous PTO

Flexible work environment

Company events

Volunteer opportunities

Job summary

Access One is a business technology services and telecommunications provider delivering scalable solutions for clients. The Customer Success Manager builds long-term relationships by serving as the client liaison, combining soft and hard skills to manage diverse needs.

This hybrid role emphasizes superb communication, organization, and time management, handling onboarding, quarterly reviews, escalation of issues, and thorough documentation to ensure client satisfaction and retention.

Qualifications

• 2–5 years of experience in customer service or related roles.
• Familiarity with Microsoft applications (Outlook, Teams, Excel, Word, SharePoint).
• Experience working with ticketing systems (ConnectWise preferred).

Responsibilities

• Build relationships with assigned clients, including onboarding and quarterly reviews.
• Establish trusted advisory relationships to drive customer satisfaction.
• Maintain customer success strategies with regular check-ins and follow-ups.
• Serve as escalation point for client issues with cross‑department involvement.
• Communicate with senior management to understand needs and drive retention.
• Create and maintain runbooks, guides, and key client documents.
• Keep contact details and account information up to date.
• Audit services to ensure accurate billing; open tickets for adjustments.
• Provide access to online billing portals and answer billing questions.

Skills

Customer service

Account management

Communication

Time management

Organizational skills

Relationship management

Tools

Outlook

Teams

Excel

Word

SharePoint

ConnectWise

Job description

Access One is a business technology services and telecommunications provider delivering scalable solutions for clients. The Customer Success Manager builds long-term relationships by serving as the client liaison, combining soft and hard skills to manage diverse needs.

This hybrid role emphasizes superb communication, organization, and time management, handling onboarding, quarterly reviews, escalation of issues, and thorough documentation to ensure client satisfaction and retention.