Customer Success Manager

As a Customer Success Manager (CSM) at Greene Information Systems, Inc, a leading Managed Service Provider (MSP), you will be the primary point of contact for a portfolio of clients, responsible for ensuring their success and satisfaction with our IT services. You will focus on enhancing client experience, nurturing strong relationships, and driving long-term retention by acting as a strategic advisor and advocate.

This role is pivotal in ensuring that our clients realize the full value of our managed services, while also identifying growth opportunities and proactively resolving concerns.

Key Responsibilities

🎯 Client Experience & Relationship Management

Serve as the trusted advisor and main point of contact for assigned clients.
Develop deep understanding of clients’ business needs, technology environment, and service expectations.
Conduct regular business reviews and check-insto assess satisfaction, performance metrics, and opportunities for improvement.
Ensure a seamless onboarding experience for new clients and smooth transitions throughout the client lifecycle.
Collaborate with internal teams (technical, projects, support) to deliver a consistent, high-quality client experience.

🔐 Client Retention & Success

Drive customer loyalty and long-term engagement by proactively managing renewals, service usage, and risk indicators.
Anticipate client challenges and work cross-functionally to resolve issues before they impact satisfaction.
Monitor support ticket trends, service quality, and SLA performance to ensure expectations are met or exceeded.
Lead retention strategies, upsell opportunities, and contract renewals in coordination with Sales and Executive Leadership.

📊 Performance Monitoring & Reporting

Track and analyze client health metrics, usage reports, and feedback surveys (e.g., SimpleSAT).
Identify opportunities to optimize services or align clients with best practices and emerging technologies.
Provide internal reports on account health, client feedback, and churn risk to leadership.

🤝 Collaboration & Continuous Improvement

Partner with Sales, Engineering, and Project Management teams to align on client goals and future opportunities.
Act as the “voice of the client” internally, advocating for enhancements that improve service delivery and client satisfaction.
Contribute to the development and improvement of customer success playbooks, tools, and processes.

Required Qualifications

3–5+ years of experience in customer success, account management, or client services—preferably in an MSP, IT services, or SaaS environment.
Proven track record of managing client relationships and improving retention metrics.
Strong understanding of IT services, support models, and business impact.
Excellent communication, presentation, and interpersonal skills.
Highly organized with ability to manage multiple clients and priorities simultaneously.

Preferred Qualifications

Experience with managed IT services, cybersecurity, or cloud infrastructure.
Knowledge of ITIL or similar service management frameworks.
Certifications in Customer Success or Project Management are a plus.

Success Metrics

Client retention rate / renewal rate
Net Promoter Score (NPS) / Customer Satisfaction Score (CSAT)
Account growth and upsell revenue
Ticket resolution trends and SLA adherence
Client engagement frequency (business reviews, QBRs)

Why Join Greene IS?

Be a key part of a fast-growing MSP with a client-first culture.
Work with forward-thinking professionals and cutting-edge technologies.
Competitive compensation, benefits, and career development opportunities.