Strategic MSP Client Experience Lead

Net at Work; Northern (KY); Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

Health and Welfare

401k with matching contributions

Paid Time Off

8 Paid Holidays

Job summary

Net at Work is seeking a Client Experience Manager (CEM) for Managed Services to drive client retention, service adoption, and long-term relationship growth across a defined portfolio. You will act as a strategic partner and liaison with clients, Service Delivery Managers, and support leadership to align services and protect recurring revenue.

Seeking a professional with 3–5+ years in client-facing roles, experience in MSP environments, and a proven track record of growing retention and revenue

Qualifications

• 3–5+ years in a client-facing role such as Client Success, Account Management, or Consulting.
• Experience in MSP or recurring technology services preferred.
• Proven track record of retention and revenue preservation.
• Ability to lead business reviews and coordinate escalations with technical stakeholders.
• Experience in B2B technology services, ERP, cloud, or cybersecurity desirable.

Responsibilities

• Own and manage a defined book of Managed Services clients with engagement strategies.
• Build relationships with IT and executive stakeholders to drive service adoption.
• Lead client engagement cadences including QBRs and service reviews.
• Coordinate with Service Delivery, Support, and internal teams for alignment.
• Develop account and service strategy plans to support retention and growth.
• Protect recurring revenue by identifying risks and opportunities for expansion.

Skills

Client Relationship

Account Management

Strategic Thinking

Communication

Cross-functional Collaboration

Education

Bachelor's degree

Tools

CRM software

MS Office

Job description

Net at Work is seeking a Client Experience Manager (CEM) for Managed Services to drive client retention, service adoption, and long-term relationship growth across a defined portfolio. You will act as a strategic partner and liaison with clients, Service Delivery Managers, and support leadership to align services and protect recurring revenue.

Seeking a professional with 3–5+ years in client-facing roles, experience in MSP environments, and a proven track record of growing retention and revenue