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

📋 Description

• Serve as the primary point of accountability for a portfolio of managed service clients.

• Take charge of customer relationships, retention, and overall customer satisfaction.

• Oversee onboarding processes, corrective action plans, technology implementations, environmental setups, and other technical initiatives.

• Coordinate technicians and internal teams to ensure tasks are completed on schedule.

• Utilize and enhance project workflows and playbooks.

• Detect issues early, suggest mitigation strategies, and escalate matters with precision.

• Foster relationships across technical, operational, and executive levels within customer organizations.

• Conduct structured quarterly business reviews, monitor KPIs, and communicate results, progress, and risks.

• Leverage dashboards and data, including ticket queues, backlog, VIP activities, and escalations to prioritize tasks effectively.

• Identify opportunities for upselling and ensure contract renewals.

• Hold internal teams accountable for meeting deadlines and service standards.

⛳️ Requirements

• A minimum of 5 years of experience as a Customer Success Manager in a technology-driven setting (preferred experience in MSP).

• Extensive knowledge and comprehension of IT systems and platforms.

• Experience in delivering end-user technical support.

• Relevant certifications include: A+, Security+, Network+, AZ-900, CISM, CCNA.

• Strong understanding of business operations.

• Familiarity with the intersection of compliance, cybersecurity, and IT.

• Structured thinking and disciplined work practices.

• Ability to manage customer relationships and take ownership of customer outcomes.

• Capability to coordinate internal teams and technical projects effectively.

• Proactive communication skills with clarity in escalation.

🏝️ Benefits

• Enjoy remote work within a high-performance culture.

• Engage in a virtual work environment.

• Access a comprehensive set of tools and data.

• Join an Equal Opportunity Employer.