Senior Client Success Manager

Salary: $3,500 - $3,700 Working Schedule : Pacific Standard Time Employer: IT MSP company located in Florida, USA General Summary: The Senior Client Success Manager is responsible for nurturing strategic client relationships, serving as the client's primary advocate. This role manages a portfolio of high-value, complex, or multi-location accounts, ensuring alignment with client goals, technology strategy, and the company's services. In addition, the Senior CSM helps document, create, and continuously improve client-facing processes and internal practices to ensure scalable and consistent client success. Position Responsibilities: Strategic Client Advisory: Serve as the trusted advisor for assigned strategic accounts, providing guidance and support to align business goals with IT strategy. Strategic Business Reviews: Lead Strategic Business Reviews (SBRs) and technology alignment meetings to track progress and strengthen partnerships. Understanding Client Needs and Risk Advisory: Assess client IT environments and business processes regularly to identify needs. Advise clients on potential IT risks and effective mitigation strategies. Account Planning: Develop Account Plans and Client Roadmaps tailored to client objectives. Strategic Partnership with vCIO: Partner with vCIOs to deliver strategic (business) technology roadmaps and planning. Escalation Management: Act as an escalation point for client satisfaction issues, ensuring timely and effective resolution. Process Development: Document and refine client success management processes, playbooks, and client engagement policies. Workflow & Standards Improvement: Contribute to the continuous improvement of client-facing workflows, templates, and service standards. Expectation Management: Ensure client expectations are clearly set, documented, and aligned with the company's service deliverables. Cross-Functional Collaboration: Collaborate with Service, Project, and Security teams to ensure proactive service delivery. Mentorship: Mentor and coach other client success managers to ensure department consistency and growth. LCI Assessments and Recommendations: Conduct periodic LCI assessments and provide strategic recommendations for IT improvements, lifecycle refreshes, and roadmap alignment. Client Communication: Ensure consistent and strategic communication with key stakeholders about updates, upcoming changes, and service enhancements. Ownership of Client-Specific Top 5 High-Level Processes: Own the review and maintenance of the top 5 high-level client-specific processes: After-hours communication protocols, computer onboarding, user onboarding, user offboarding, and procurement process and guidelines. ConnectWise Manage Oversight: Maintain accurate strategic account data in ConnectWise Manage, including client company records, executive contacts and user roles, sites, etc. Skills and Abilities: Strong interpersonal and executive communication skills Excellent strategic thinking and problem-solving capabilities Process-oriented with a continuous improvement mindset Proficient in ConnectWise Manage or similar PSA systems Capable of mentoring and coaching junior staff Qualifications : 5+ years of Account Management experience, preferably in an MSP or IT services environment Strong process-oriented mindset; able to identify areas for operational improvement Deep understanding of IT services, cybersecurity, and client advocacy Excellent communication and relationship management skills Strong project management and documentation capabilities