Strategic MSP Client Success Lead

Net at Work; United States; Remote; USD 75,000 - 95,000; Full time

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. The CEM serves as the primary relationship owner, aligning with client objectives and managed service delivery outcomes.

The role requires strong relationship-building, executive presence, and the ability to communicate credibly with both technical and business stakeholders.

Qualifications

• 3–5+ years in a client-facing role such as Client Success, Account Management, Technical Account Management, Managed Services Relationship Management, or Consulting.
• Experience supporting clients within a Managed Services Provider (MSP) or recurring technology services environment strongly preferred.
• Proven track record managing a book of business with measurable retention, client satisfaction, and revenue preservation outcomes.
• Experience leading client business reviews, service reviews, and escalation coordination efforts.
• Ability to build credibility and trust with technical stakeholders, operational leaders, and executive contacts.

Responsibilities

• Own and proactively manage a defined book of Managed Services clients, with engagement strategies aligned to account tiering and client needs.
• Build and maintain strong relationships with IT leaders, operational stakeholders, and executive contacts by demonstrating business acumen and responsiveness.
• Lead structured client engagement cadences including QBRs, service reviews, operational check-ins, and strategic planning discussions.
• Partner with Service Delivery Managers, Support leadership, and internal teams to ensure consistent communication and client advocacy.
• Develop and maintain account and service strategy plans that support retention, service adoption, and long-term growth.

Skills

Client Success

Account Management

Managed Services

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. The CEM serves as the primary relationship owner, aligning with client objectives and managed service delivery outcomes.

The role requires strong relationship-building, executive presence, and the ability to communicate credibly with both technical and business stakeholders.