Client Success Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Act as the primary relationship manager, coordinator, and accountability point for a strategically important account.

• Oversee the entire lifecycle of client engagement, from daily operations to long-term planning.

• Organize weekly operational meetings and monthly executive business reviews.

• Maintain the account risk register and decision log.

• Document and monitor account-level action items until completion, escalating any delays or obstacles.

• Ensure internal teams are aligned on priorities, deliverables, and client commitments.

• Represent the client within Puma across various teams including service, finance, procurement, and project management.

• Supervise ongoing projects, milestones, timelines, deliverables, status reports, and client communications.

• Identify and proactively resolve issues, resource conflicts, and scheduling risks.

• Collaborate with the Service Delivery Manager on client expectations, service trends, major incidents, recurring issues, and service initiatives.

• Facilitate dialogue between clients and internal teams to eliminate roadblocks and foster successful service outcomes.

• Prepare and present accurate quotes and proposals.

• Coordinate the scopes of work and supporting documentation with internal teams.

• Follow up on open opportunities to closure, documenting updates, expectations, communications, and next steps.

• Develop and maintain a technology roadmap with the vCIO, engineering, and solutions design teams.

• Identify opportunities to enhance clients' utilization of Puma services and present recommendations.

• Manage the review, budgeting, scoping, and presentation of planned initiatives.

• Track ongoing initiatives and update timelines, priorities, roadmaps, and budgets.

⛳️ Requirements

• Over 3 years of experience in account management, client success, or IT project management within a managed services or technology setting.

• Proven ability to manage complex, multi-stakeholder relationships with confidence and professionalism.

• Strong organizational skills capable of handling multiple concurrent workstreams across service, project, and financial domains.

• Excellent written and verbal communication skills.

• Experience presenting to executive-level audiences.

• Working knowledge of IT infrastructure, networking, cloud services, or endpoint management concepts.

• Proficient with ticketing systems, CRM platforms, and standard productivity tools.

• Preferred: Experience in a named or dedicated account model within a Managed Service Provider (MSP) environment.

• Preferred: Familiarity with PSA tools such as ConnectWise, Autotask, or similar platforms.

• Preferred: Experience in preparing and presenting quotes, scopes of work (SOWs), and technology roadmaps.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Paid time off (PTO).

• 401(k) plan.

• Life insurance.

• Voluntary life insurance.

• Remote work available within the Eastern Time Zone.