Technical Customer Success Manager

Recruitment Design; New York (NY); On-site; USD 85,000 - 115,000; Full time

Job summary

A well-known Managed Service Provider is seeking a Technical Customer Success Manager in New York City. This role involves managing client relationships, ensuring they're getting maximum value from featured services and spotting upsell opportunities. Candidates should have 2-5 years of experience in customer success or account management, with a solid technical foundation in infrastructure and networks. Strong communication skills are essential along with a proactive attitude to solve problems and build trust with clients.

Qualifications

• 2–5 years in customer success or account management, preferably in the MSP/IT industry.
• Strong understanding of IT infrastructure, networks, and systems is essential.
• Excellent communication skills to translate technical concepts for various audiences.

Responsibilities

• Own client relationships from onboarding through ongoing success.
• Identify upsell/cross-sell opportunities through regular check-ins.
• Serve as the voice of the customer internally.

Skills

Customer success management

Technical communication

Problem-solving

Relationship management

Analytical skills

Education

Bachelor’s degree

Job description

Our client, an established Managed Service Provider, is looking for a Technical Customer Success Manager to own client relationships and drive success across its SMB portfolio.

You'll be the trusted advisor for a book of clients—understanding their business goals, guiding them on best practices, and ensuring they get maximum value from managed IT, cybersecurity, and cloud services. This is a relationship‑first role with real technical depth: you’ll need to speak credibly about infrastructure, networks, cloud hosting, backup/DR, and security solutions.

The company serves mid‑market and enterprise clients nationwide across education, healthcare, government, financial services, and manufacturing. They’re growing fast and need someone who can keep clients happy, spot expansion opportunities, and act as the voice of the customer internally.

What You’ll Do

• Own client relationships end‑to‑end, from onboarding through ongoing success
• Translate technical concepts for stakeholders at all levels
• Identify upsell/cross‑sell opportunities through regular check‑ins
• Collaborate with sales, support, and technical teams to solve problems fast
• Deliver training and product demos that drive adoption

What You’ll Bring

• 2–5 years in customer success or account management (MSP/IT industry preferred)
• Strong technical foundation—you understand IT infrastructure, networks, and systems
• Ability to translate complex technical concepts for both technical and non‑technical audiences
• Proven track record of managing client relationships and delivering standout service
• Excellent communication and interpersonal skills with a natural ability to build trust
• Strong problem‑solving and analytical skills—you identify issues fast and resolve them faster
• Self‑motivated and results‑oriented, comfortable working independently and as part of a team
• Sharp organizational skills with the ability to juggle priorities and hit deadlines
• Bachelor’s degree preferred

Seniority Level

Mid‑Senior level

Employment Type

Full‑time