Strategic IT Customer Success Manager | Retention & Growth Lead

Atlantic IT; Franklin Township (NJ); On-site; USD 70,000 - 100,000; Full time

Job summary

Atlantic-IT.net in Somerset, NJ, is seeking a Customer Success Manager to strengthen client relationships, drive retention, and serve as a trusted advisor to CFOs, IT Directors, and CIOs. You will lead reviews, upsell opportunities, and Quarterly Business Reviews while ensuring value across our IT services.

You will collaborate with Sales and Service teams, monitor tickets and renewals, and coordinate with stakeholders to align product capabilities with client goals.

Qualifications

• Bachelor’s degree in business, marketing, or related field.
• 3+ years managing a book of business in a B2B MSP/IT services.
• Experience with client renewals and QBRs.
• CRM/PSA experience (Salesforce, HubSpot, ConnectWise).
• Strong communication and relationship-building skills.
• Comfort with AI-powered tools and analytics.

Responsibilities

• Conduct comprehensive reviews of service tickets and identify new opportunities.
• Monitor email interactions and manage warranty and service renewals.
• Collaborate with Sales and Service teams to deliver a seamless client experience.
• Oversee customer orders and accurately enter ticket information into the Service system.
• Perform general office tasks and proactively follow up with clients to ensure satisfaction and resolve outstanding issues.
• Consistently exceed service level agreements and client goals.

Skills

Financial acumen

Technical fluency

Multitasking

Communication

Relationship-building

Team collaboration

Education

Bachelor's degree

Tools

Salesforce

HubSpot

ConnectWise

Power BI

Job description

Atlantic-IT.net in Somerset, NJ, is seeking a Customer Success Manager to strengthen client relationships, drive retention, and serve as a trusted advisor to CFOs, IT Directors, and CIOs. You will lead reviews, upsell opportunities, and Quarterly Business Reviews while ensuring value across our IT services.

You will collaborate with Sales and Service teams, monitor tickets and renewals, and coordinate with stakeholders to align product capabilities with client goals.