Client Success Manager – SME in Account Health

Chad is a client-facing Service Delivery Manager with MSP experience supporting nonprofit and government contractor clients, ranging from 50 to 350 users. He’s been with his current MSP since July 2024 and has quickly stepped into a leadership-style role, owning client success, account health, and overall service delivery. He acts as the main point of contact for his clients, running daily and weekly meetings to ensure ticket flow, SLAs, and services are on track, while also maintaining strong relationships through regular onsite visits and face-to-face interaction.

He’s very strong on the client side—leading kickoff calls, running QBRs, and identifying upsell opportunities by spotting gaps and recommending improvements. He initiates projects and works closely with engineering teams during scoping and execution, making sure everything stays aligned with client needs. Internally, he helps oversee a team of 8, tracking ticket metrics and performance, stepping in when things fall behind, and suggesting process improvements or training to keep service levels consistent.

Chad is calm, engaging, and easy to work with—someone who builds trust quickly with both clients and internal teams. He enjoys being in the MSP space and thrives in environments where he can stay close to clients while also having visibility into delivery and operations. He’s currently open to new opportunities due to a recent company merger that created some confusion around processes and added stress, and is looking for a more structured environment where he can continue growing in a client-facing leadership role.