The IT Client Success Manager MSP is a strategic client facing role responsible for managing relationships with existing clients and ensuring long term satisfaction, retention, and service alignment.
This role acts as a bridge between clients and internal technical teams, helping translate service performance into business value while proactively identifying risks, improvement opportunities, and service enhancements.
The Client Success Manager leads Quarterly Business Reviews, monitors client health, and ensures clients fully understand the value and scope of the services delivered.
This position is not a sales role. The focus is on client retention, relationship development, and strategic service alignment within a Managed Services environment.
Requirements
Key Responsibilities
Serve as the primary point of contact for client success and relationship management
Lead and document Quarterly Business Reviews with key client stakeholders
Translate technical service performance into clear business value during client conversations
Monitor client health indicators and proactively identify potential risks
Coordinate follow ups with Operations, Projects, and Sales teams when service improvements or opportunities are identified
Ensure clients are aware of available services and technology recommendations that support their business goals
Track client renewals and maintain strong retention outcomes
Maintain accurate documentation of all client interactions within PSA or CRM systems
Support internal collaboration by communicating client feedback and insights to leadership and service teams
Previous experience working in a Managed Service Provider MSP or IT services environment
Experience managing client relationships or accounts within a technology services organization
Experience leading Quarterly Business Reviews or structured client review meetings
Strong professional communication and relationship management skills
Ability to manage multiple client accounts simultaneously while maintaining high service quality
Strong organizational and documentation discipline
Experience working with PSA or CRM platforms such as Autotask or similar tools
Ability to work independently in a remote environment
All clients supported in this role are based in the United States.
Candidates must have strong English communication skills C1 level or higher, with the ability to confidently conduct meetings, presentations, and written communications with US based stakeholders.
The role requires leading business review meetings and managing professional conversations fully in English.
While this is not a hands on technical role, candidates must demonstrate a strong understanding of the Managed Services environment and the ability to discuss technology services with clients.
Familiarity with areas such as
Experience working with US based clients
Experience presenting to executive level stakeholders
Experience with reporting or service performance analysis
Certifications in ITIL, CompTIA, Microsoft, or similar IT related frameworks
Experience working in a fully remote environment
Success in this role will be measured through several key metrics including
Quarterly Business Review completion rate of 95 to 100 percent
Client retention rate of at least 95 percent annually
Positive client satisfaction trends across assigned accounts
Proactive identification of service risks and improvement opportunities
Accurate and timely documentation of client interactions in CRM systems
Effective collaboration with internal teams to resolve issues and improve service delivery
Skills Required
- Previous experience working in a Managed Service Provider or IT services environment
- Experience managing client relationships or accounts within a technology services organization
- Experience leading Quarterly Business Reviews or structured client review meetings
- Strong professional communication and relationship management skills
- Ability to manage multiple client accounts simultaneously while maintaining high service quality
- Strong organizational and documentation discipline
- Experience with PSA or CRM platforms such as Autotask or similar tools
- Ability to work independently in a remote environment
- Strong English communication skills at C1 level or higher
- Ability to conduct meetings, presentations, and written communications fully in English
- Strong understanding of managed services environments and service delivery models
- Familiarity with IT infrastructure, cloud services, cybersecurity fundamentals, networking basics, and service-level agreements
- Experience working with U.S.-based clients
- Experience presenting to executive-level stakeholders
- Experience with reporting or service performance analysis
- Certifications in ITIL, CompTIA, Microsoft, or similar IT-related frameworks
- Experience working in a fully remote environment
What We Do
Black Birch Group is a premier IT concierge and service provider that offers white-glove IT, Governance-Risk-Compliance (GRC), and Business Process Outsourcing (BPO) services. They aim to help MSPs and growing businesses scale by unifying various functions into a single operating model.
