Customer Success Manager (MSP)

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Job Title: Customer Success Manager (MSP)

Location: Hybrid (Central New Jersey preferred Remote after ramp-up)

Employment Type: Full-Time

Position Overview

Our client is seeking an experienced Customer Success Manager (CSM) with a strong background in MSP environments to help build and lead our customer success function.

This is a brand-new role within the company, and we are looking for someone who is excited not just to manage relationships, but to help define, implement, and scale the CSM function.

This role is relationship-driven (not quota-heavy sales) and focuses on client retention, satisfaction, and strategic growth. You will act as a trusted advisor to clients while helping shape how we deliver customer success internally.

Work Structure

This position will begin as hybrid, requiring time in our Central New Jersey office during the initial training and ramp-up period.

Once fully onboarded, the role will transition to 100% remote.

In person client meetings may be required.

Key Responsibilities

Customer Success & Relationship Ownership

• Serve as the primary point of contact for assigned clients
• Build and maintain long-term, trust-based relationships
• Conduct regular client check-ins and Quarterly Business Reviews (QBRs)
• Ensure clients understand and receive maximum value from client services

Account Growth & Strategic Guidance

• Identify technology gaps, risks, and opportunities within client environments
• Recommend solutions aligned with business outcomes
• Partner with sales to develop proposals, scopes of work, and pricing
• Present recommendations and guide opportunities through closure
• Support expansion within existing accounts in a consultative manner

Onboarding & New Client Experience

• Support inbound leads with initial discovery and qualification
• Help communicate clients value and service approach
• Assist in transitioning new clients from sales to onboarding
• Reinforce expectations and ensure a smooth onboarding experience
• Establish strong relationships early in the client lifecycle

Client Advocacy & Internal Coordination

• Act as the client s advocate internally across service, billing, and technical teams
• Coordinate resolution of escalations and ensure timely communication
• Balance client needs with company objectives
• Improve internal processes and communication loops over time

Build & Improve the CSM Function

• Help define CSM processes, playbooks, and best practices
• Contribute to shaping how client delivers customer success at scale
• Identify opportunities to improve client experience and retention

Qualifications

• 3+ years of Customer Success or Account Management experience within an MSP environment (required)
• Strong understanding of managed IT services and business technology
• Proven ability to manage and grow client relationships
• Excellent communication, presentation, and consultative skills
• Ability to translate technical concepts into business value
• Self-starter comfortable building structure in a growing role
• Organized, proactive, and comfortable working remotely

Compensation

Compensation & Benefits

• Base Salary: $85,000 $100,000 (based on experience)
• Performance Bonus: 20% variable (80/20 split base-to-variable)
• Based on client retention, account growth, and overall performance
• Additional incentives may be introduced as the role evolves

Benefits

• 401(k) plan
• Medical benefits
• Hybrid Fully remote work model
• Opportunity to build and shape a new function within a growing MSP
• Long-term growth potential within the organization