About the Role
The Client Success Manager (CSM) is the primary owner of the client relationship. The CSM is responsible for ensuring clients realize ongoing value from their technology investment, remain aligned with best practices, and view us as a trusted long-term partner.
As a CSM, you will:
· Own client health, satisfaction, and retention
- Serve as a strategic advisor to executive stakeholders
- Align IT strategy with business goals, risk tolerance, and compliance requirements
- Advocate internally on behalf of clients while holding them accountable to best practices
This role blends relationship management, strategic planning, and consultative guidance, working closely with service delivery, engineering, and leadership teams.
What Success Looks Like
· Clients are engaged, informed, and confident in their IT strategy
- Quarterly Business Reviews are completed on time and add real value
- Client risks are identified early and addressed proactively
- Renewals occur smoothly with minimal friction
- Clients see Alliance Tech as a strategic partner—not a vendor
Key Responsibilities
· Serve as the primary point of contact and relationship owner for assigned clients
- Manage the client onboarding experience from contract execution through operational handoff
- Conduct Quarterly Business Reviews (QBRs) and strategic planning sessions
Work with clients on:
– IT roadmaps
– Budgeting and forecasting
-Asset lifecycle management
-Security and compliance alignment
· Act as the liaison between clients and internal teams to ensure business-IT alignment
- Proactively manage client escalations and advocate for timely resolution
- Monitor client health, satisfaction, and engagement metrics
- Identify at-risk clients and contribute to corrective action (“Handle with Care”) plans
- Manage contract renewals, pricing adjustments, and scope changes
- Identify opportunities for service improvements or solution alignment that enhance client outcomes
- Maintain accurate documentation, approvals, and administrative follow-through
Qualifications
· 5+ years in client success, account management, or consultative client-facing roles
- Experience in an MSP, IT consulting, or technology services environment strongly preferred
- Familiarity with PSA/CRM tools such as ConnectWise preferred.
- Working knowledge of IT infrastructure and cloud services, with the ability to translate technical concepts into business language
- Proven ability to build trusted relationships with SMB and executive-level stakeholders
- Strong written, verbal, and presentation skills
- Experience leading business reviews, planning discussions, and executive conversations
- Confident handling escalations, conflict, and complex client situations
- Organized, detail-oriented, and comfortable managing multiple clients simultaneously
- Bachelor’s degree in Business, Communications, IT, or related field preferred (or equivalent experience)
Core Skills & Attributes
· Relationship-driven, consultative mindset
- Executive-level communication and presence
- Strategic thinking and long-term planning orientation
- Strong problem-solving and conflict-resolution skills
- Calm and effective under pressure
- Adaptable in a fast-moving, dynamic environment
- High sense of ownership and accountability
About the Role
The Client Success Manager (CSM) is the primary owner of the client relationship. The CSM is responsible for ensuring clients realize ongoing value from their technology investment, remain aligned with best practices, and view us as a trusted long-term partner.
As a CSM, you will:
· Own client health, satisfaction, and retention
- Serve as a strategic advisor to executive stakeholders
- Align IT strategy with business goals, risk tolerance, and compliance requirements
- Advocate internally on behalf of clients while holding them accountable to best practices
This role blends relationship management, strategic planning, and consultative guidance, working closely with service delivery, engineering, and leadership teams.
What Success Looks Like
· Clients are engaged, informed, and confident in their IT strategy
- Quarterly Business Reviews are completed on time and add real value
- Client risks are identified early and addressed proactively
- Renewals occur smoothly with minimal friction
- Clients see Alliance Tech as a strategic partner—not a vendor
Key Responsibilities
· Serve as the primary point of contact and relationship owner for assigned clients
- Manage the client onboarding experience from contract execution through operational handoff
- Conduct Quarterly Business Reviews (QBRs) and strategic planning sessions
Work with clients on:
– IT roadmaps
– Budgeting and forecasting
-Asset lifecycle management
-Security and compliance alignment
· Act as the liaison between clients and internal teams to ensure business-IT alignment
- Proactively manage client escalations and advocate for timely resolution
- Monitor client health, satisfaction, and engagement metrics
- Identify at-risk clients and contribute to corrective action (“Handle with Care”) plans
- Manage contract renewals, pricing adjustments, and scope changes
- Identify opportunities for service improvements or solution alignment that enhance client outcomes
- Maintain accurate documentation, approvals, and administrative follow-through
Qualifications
· 5+ years in client success, account management, or consultative client-facing roles
- Experience in an MSP, IT consulting, or technology services environment strongly preferred
- Familiarity with PSA/CRM tools such as ConnectWise preferred.
- Working knowledge of IT infrastructure and cloud services, with the ability to translate technical concepts into business language
- Proven ability to build trusted relationships with SMB and executive-level stakeholders
- Strong written, verbal, and presentation skills
- Experience leading business reviews, planning discussions, and executive conversations
- Confident handling escalations, conflict, and complex client situations
- Organized, detail-oriented, and comfortable managing multiple clients simultaneously
- Bachelor’s degree in Business, Communications, IT, or related field preferred (or equivalent experience)
Core Skills & Attributes
· Relationship-driven, consultative mindset
- Executive-level communication and presence
- Strategic thinking and long-term planning orientation
- Strong problem-solving and conflict-resolution skills
- Calm and effective under pressure
- Adaptable in a fast-moving, dynamic environment
- High sense of ownership and accountability