MSP Account Manager | Existing Accounts | Renewals, Retention and Growth

Crimson Line; Wes-Kaap; Hybrid; ZAR 600,000 - 900,000; Full time

Job summary

Crimson Line is seeking an experienced MSP account professional to own an established portfolio of circa 40 business clients. You will lead service reviews, coordinate responses to concerns, and manage renewals, retention, and growth, supported by skilled technical and presales teams.

This hands-on role emphasizes building trusted relationships, ownership of next actions, and clear client communication within a hybrid work model around N1 City, Cape Town, or Rivonia, Johannesburg.

Qualifications

• Must currently manage an assigned portfolio of business clients within an MSP or comparable IT-services provider.
• Independently managed approximately 40 active business clients at the same time or have 5+ years MSP client account-management experience.

Responsibilities

• Own day-to-day client relationships and lead recurring meetings.
• Coordinate service reviews and account planning discussions.
• Drive renewals, retention, and appropriate growth within existing accounts.
• Escalate and coordinate responses with engineers and delivery teams.
• Maintain records of client risks, commitments, and next actions.

Skills

MSP account management

Client relationship management

Service coordination

Renewals & growth

CRM usage

Tools

CRM

PSA

Ticketing systems

Job description

You already know how to own MSP client relationships. Your next move should give you an established portfolio, meaningful responsibility, and support to deliver.

Crimson Line is appointing an experienced MSP account professional to take ownership of approximately 40 business clients.

Your focus will be existing accounts: understanding each client’s business, leading useful service reviews, coordinating the response to concerns, and managing renewals, retention, and appropriate growth.

You will have access to highly skilled technical, service-delivery, and presales specialists while remaining responsible for client communication, coordination, and follow-through.

There is no cold calling or new-logo hunting. This is a hands-on role for someone who enjoys building trusted relationships and taking responsibility for what happens next.

Why consider this move?

Established client portfolio | Renewals, retention & growth focused | Hybrid: N1 City, Cape Town, or Rivonia, Johannesburg

• An established portfolio: take ownership of existing client relationships rather than build a client base from scratch.
• Meaningful ownership: drive client communication, account planning, and follow-through.
• Specialist support: work with highly skilled technical, service‑delivery, and presales colleagues.
• Leadership support: access senior judgement when an escalation or decision requires it.
• Structure: work within a process‑driven, automation‑enabled environment.
• Hybrid working: based around N1 City, Cape Town, or Rivonia, Johannesburg.
• Personal-time boundaries: clear boundaries protecting your time outside working hours.
• A strengths‑focused culture: work in an environment that recognizes and values individual strengths.
  

The way you work matters

You:

• Take responsibility for the next action - not simply pass a concern to someone else.
• Communicate clearly and honestly, including when the news is difficult.
• Make realistic commitments, record them, and follow through.
• Translate technical information into practical business language.
• Identify dissatisfaction, service risk, and commercial risk early.
• Respect technical colleagues’ expertise while keeping the client response coordinated.
• Balance client needs with contractual scope, delivery capacity, and account profitability.

You do not need to be the engineer resolving every issue. You do need to ensure the client knows what is happening, the right people are involved, and agreed actions are followed through.

What you will own

You will be responsible for the relationship, service coordination, and commercial health of your assigned portfolio.

This includes:

• Owning day-to-day client relationships.
• Leading recurring client meetings, service reviews, and account‑planning discussions.
• Connecting service performance, outstanding actions, and risks to the client’s business needs.
• Taking ownership of client escalations and service concerns.
• Coordinating the internal response with highly skilled engineers and service‑delivery teams.
• Tracking commitments and ensuring agreed actions are completed.
• Managing renewals, retention, and appropriate growth within existing accounts.
• Maintaining accurate records of client risks, commitments, and next actions.
• Leading commercial discussions about scope, services, and account health.

Essential experience

You must currently manage, or have managed within the past 12 months, an assigned portfolio of business clients within an MSP or a genuinely comparable IT‑services provider.

You must also have either:

• Independently managed approximately 40 active business clients at the same time; or
• At least five years of directly relevant MSP client account‑management experience.

You must have personally:

• Led recurring client meetings and service reviews.
• Owned client escalations and service concerns.
• Coordinated engineers and service‑delivery teams.
• Managed renewals, retention, and commercial discussions.
• Used CRM, PSA, or ticketing systems consistently.
• Discussed in detail Microsoft 365, Azure, cloud, security, and infrastructure services with business clients.

This is not a general customer‑success, customer‑support, or new‑business sales role. We are looking for evidence of independent MSP portfolio ownership - not simply exposure to IT clients or experience supporting an account owner.

About the portfolio and handover

The portfolio ranges from clients with straightforward managed services to businesses operating more complex:

• Microsoft 365 and Azure environments.
• Cloud and cybersecurity services.
• Connectivity, backup, and infrastructure solutions.
• Managed support environments.

You will receive a structured handover covering clients, services, systems, processes, and internal resources. You will then be expected to assume routine portfolio ownership within the first few weeks.

You will have access to specialist support while remaining responsible for driving client communication, coordination, and follow-through.