Customer Success Manager – Managed Services

An award-winning, employee-owned Managed Service Provider (MSP) delivering IT services and network support to small and mid-sized businesses in North Carolina and the DC metro area is seeking an experienced professional skilled in both client success and network engineering. Recognized as a top workplace and a growing company with awards in profitability and employee satisfaction, our MSP values technical expertise combined with strong interpersonal abilities. The ideal candidate will have a proven history of using IT knowledge and business acumen to guide technology decisions in small or mid-sized organizational environments.

Customer Success Manager – Managed Services Job Responsibilities:

  • Advise clients and the CSM Team on strategic technology solutions
  • Assess and recommend improvements for client technology infrastructure
  • Manage client relationships and conduct scheduled business reviews
  • Respond promptly to client needs, concerns, and risk factors
  • Coordinate new client onboarding and manage client projects
  • Act as a liaison between clients and technical teams
  • Advocate for clients while balancing company interests
  • Monitor and resolve client and internal service issues
  • Support sales efforts to grow the managed services client base
  • Forecast client project needs and build vendor relationships
  • Collaborate with the Information Security Committee to reduce risk
  • Deliver security awareness training to clients
  • Prepare quotes, statements of work, and review invoices for accuracy
  • Assist in designing and implementing network infrastructure for SMBs

Customer Success Manager – Managed Services Job Requirements:

  • Must have Manage Service Provider (MSP) industry experience
  • Background in small business operations management or ownership
  • Experience in technical support or account management in a business setting
  • Previous role as a system administrator, engineer, or similar
  • Proficient in server and network diagnostics, design, and installations
  • Strong knowledge of networking: routing, VLANs, QoS, VPNs
  • Expertise in Microsoft Windows Server, Exchange, or SQL
  • Skilled in VDI technologies (e.g., Citrix XenApp, MS RDS, VMware View)
  • Experienced with virtualization (vSphere, Hyper-V)
  • Proficient in cloud platforms (AWS, Azure, etc.)
  • Relevant certifications (CompTIA Network+, Security+, Microsoft)
  • Knowledge of SonicWALL or Cisco firewalls and appliances
  • Strong business acumen with ability to explain IT and business processes

Customer Success Manager – Managed Services Benefits:

  • 2 to 3 days WFH
  • Healthcare/Dental/Vision/ 401(K)
  • Hybrid work schedule
  • PTO and holidays
  • Paid certifications
  • Performance-based bonuses
  •  Bonuses gained every month
  • Profit Sharing

 

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