Customer Success Manager – Managed Services

• →Coordinate the client experience from new-client onboarding throughout the ongoing Managed Services relationship.
• →Own the customer-facing coordination of onboarding, including Sales handoff, client communication, milestones, documentation, internal coordination, client readiness, and transition into ongoing service.
• →Coordinate client offboarding when applicable, ensuring communication, documentation, internal coordination, and transition activities are handled professionally.
• →Maintain the master client list and ensure key client information remains accurate and current.
• →Coordinate across departments to ensure client lifecycle activities and commitments are completed on time.

• Serve as the primary relationship coordination point for assigned clients while reinforcing established channels for technical support and service requests.
• Maintain an appropriate communication and engagement cadence across assigned accounts.
• Coordinate client meetings and ensure agendas, materials, decisions, action items, and follow-up are completed.
• Maintain visibility into client concerns, significant service issues, and outstanding commitments.
• Coordinate external client communications, including the monthly client newsletter, satisfaction surveys, service announcements, important updates, and other client-facing communications.
• Ensure clients receive timely and appropriate communication when issues or commitments span multiple departments.

• Monitor overall client health, engagement, satisfaction, and relationship risk.
• Proactively identify signs of dissatisfaction, recurring concerns, service gaps, or other retention risks and coordinate appropriate action.
• Coordinate client satisfaction surveys and monitor CSAT and customer sentiment trends.
• Identify patterns in client feedback and communicate actionable insights internally.
• Maintain visibility into escalated client concerns and ensure communication and follow-through continue through resolution.
• Identify highly satisfied clients who may be appropriate for references, testimonials, case studies, referrals, or other advocacy opportunities.

• Maintain the annual Managed Services renewal calendar, including renewal dates, notice periods, annual price increases, month-to-month agreements, and other key contract milestones.
• Coordinate renewal preparation and client communication with the vCIO/Account Owner, Finance, and other appropriate stakeholders.
• Assist with Microsoft 365 renewal activities, including coordination, client communication, and required follow-up.
• Partner with the vCIO/Account Owner to proactively review month-to-month agreements and support conversion to longer-term agreements when appropriate.
• Assist with client true-ups, user/license adjustments, service changes, and recurring account or pricing adjustments.
• Coordinate client communication related to renewals, price adjustments, true-ups, service changes, and other account updates.
• Maintain visibility into contract status and ensure required actions, approvals, and communications are completed on time.
• Support retention through proactive communication and renewal readiness throughout the client relationship.

• Help ensure clients understand the services and value included within their Managed Services relationship.
• Identify situations where clients may not be fully utilizing or engaging with available services.
• Coordinate with appropriate internal resources to improve client awareness and service adoption.
• Identify gaps between client expectations and service delivery and ensure appropriate follow-up.
• Partner with the vCIO/Account Owner to reinforce progress against client priorities and technology roadmap initiatives.
• Support communication and adoption when new services, processes, tools, or client-facing changes are introduced.

• Maintain awareness of existing-client opportunities and additional projects identified by the vCIO/Account Owner.
• Track visibility and follow-through on significant opportunities that affect the overall client relationship.
• Identify potential opportunities through client conversations, service trends, or unmet needs and route them to the vCIO/Account Owner.
• Create or document opportunities for vCIO follow-up when appropriate.
• Maintain awareness of significant client projects and their potential impact on the overall customer experience.
• The CSM does not carry primary responsibility for selling or closing opportunities. Net-new client sales are owned by Sales; existing-client opportunities are owned and sold by the vCIO/Account Owner.

• Maintain key customer profile and relationship information across Acumatica, ConnectWise, HubSpot, and other applicable systems, helping ensure information remains accurate and consistent.
• Maintain current primary contacts, decision-makers, authorized contacts, billing/contract contacts, locations, and other key account information.
• Maintain appropriate client activities, meeting notes, action items, renewal information, and customer-success records within CRM/PSA systems.
• Maintain client communication and distribution lists as appropriate.
• Help identify discrepancies between client agreements, services, licenses/users, account records, and billing information and coordinate review with the appropriate internal teams.
• Support reporting related to client health, satisfaction, onboarding, renewals, retention, engagement, and account activity.

• Represent the client perspective internally and help ensure the customer experience is considered when processes or services change.
• Identify opportunities to improve onboarding, renewals, communications, account maintenance, and other client-facing processes.
• Share recurring client feedback, concerns, and trends with leadership and Service Delivery.
• Coordinate exit feedback or an offboarding survey when appropriate to help identify drivers of client loss and improvement opportunities.
• Partner across departments to improve the consistency, accuracy, and quality of the overall client experience.

Success in this role will be measured through a focused set of client experience and operational outcomes, including:

• Client retention and renewal readiness
• Customer satisfaction and sentiment
• Successful client onboarding and offboarding execution, when applicable
• Client communication and follow-through
• Client health and proactive risk identification
• Timely renewal, price-increase, true-up, and contract-management coordination
• Account, CRM/PSA, and client data accuracy

Additional indicators may include service adoption, timely completion of client commitments, month-to-month contract conversions, client engagement, and identification of potential existing-client opportunities.

The successful CSM will be:

• Highly organized and proactive.
• Ownership-driven with strong follow-through.
• A confident and professional communicator.
• Client-focused without being purely reactive.
• Comfortable working across technical and non-technical teams.
• Able to recognize what needs to happen and drive appropriate next steps.
• Collaborative while comfortable holding others accountable for commitments.
• Comfortable working independently in a fast-moving environment.
• Detail-oriented without losing sight of the overall customer experience.
• Curious enough to identify risks, opportunities, and areas for improvement.

The CSM is responsible for ensuring the client experience works effectively across the organization.

• Customer Success Manager: Owns the operational client lifecycle, client communication and coordination, onboarding and offboarding coordination when applicable, customer health and satisfaction, renewal and contract tracking, client records, account hygiene, and cross-functional follow-through.
• vCIO / Account Owner: Owns the strategic client relationship, technology strategy and roadmap, executive technology alignment, and identification and sale of existing-client opportunities.
• Sales: Owns net-new client acquisition and sales.
• Service Delivery / Technical Teams: Own technical service execution, support resolution, engineering, and technical delivery.
• Project Services: Owns technical project execution and project delivery.
• Finance / Accounting: Owns billing accuracy, financial validation, and accounting activities. The CSM may identify or coordinate true-ups, price adjustments, and account changes but does not replace Finance's responsibility for billing validation.

The CSM may touch each of these areas but does not replace their ownership. The CSM's responsibility is to maintain visibility across the client relationship, coordinate effectively, communicate clearly, identify risks or opportunities, and ensure commitments do not get lost between teams.