Client Success Manager

Description

Client Success Manager

Salt Lake City, UT

Client Success Team

Front Line Service POD Team Lead (TL)

$90K - $130K / Year - Commensurate with experience and education

Full-Time, Exempt

Founded in 1998, Nexus IT has evolved into a premier provider of Managed IT, Cybersecurity, and Cloud Services. We are a purpose-driven organization that prioritizes people, relationships, and results. Our Mission, Vision, and Values shape our culture and influence every client interaction.

Led by CEO Earl Foote and supported by a $60 million capital commitment from Metropolitan Partners Group, Nexus IT is experiencing rapid growth. The Client Success Manager plays a critical role in ensuring that as we scale, our clients continue to receive exceptional service, strategic guidance, and reliable technology outcomes.

The Client Success Manager (CSM) ensures that clients achieve exceptional outcomes and have positive experiences with Nexus IT. The CSM is responsible for managing client relationships, resolving technical issues, and aligning their technology with business goals. Acting as a strategic partner, the CSM helps clients navigate their IT roadmaps and ensures their environments remain secure.

You create value by building strong client relationships, ensuring satisfaction, and aligning client technology strategies with their business needs. Through proactive issue resolution and strategic IT planning, you ensure clients maximize their IT investments while keeping their environments secure and future-ready.

• Serve as the primary subject matter expert (SME) on assigned client accounts, ensuring a high level of client satisfaction and retention.
• Lead and manage move/add/change (MAC) requests, including start-of-employment (SoE) and end-of-employment (EoE) processes, ensuring accurate documentation and timely execution.
• Collaborate with internal teams (Service Desk, Escalations, NOC) to ensure that client environments are well-maintained, and issues are resolved efficiently.
• Maintain high-quality documentation for client environments, including device setups, software updates, policy changes, and compliance records.
• Develop and maintain IT roadmaps for clients, ensuring their environments stay secure, up-to-date, and aligned with business objectives.
• Proactively monitor and track technical KPIs, including Net Promoter Score (NPS), Client Satisfaction (CSAT), and other key service performance metrics. Use findings to drive improvements in service delivery and report key insights to leadership.
• Utilize CRM, ticketing systems, and data analysis tools to track and improve performance metrics.
• Collaborate with account managers to ensure alignment of technical services with client needs and identify opportunities for potential service improvements or upgrades.
• Own client retention rates of 98% annually through effective orchestration of client service delivery as outlined above.

• Professional office environment with opportunities for remote work.
• Occasional on-site visits to client locations may be required.
• Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed or required.

• 5+ years of experience in IT account management, client success, or managing IT services/technology solutions, preferably within an MSP environment.
• At least three of the following certifications (or equivalent certifications/skills) are required: A+, Server+, NET+, Security+, Linux+.
• Familiarity with M365 administration, cybersecurity practices, and IT strategy development.
• Bachelor’s degree in IT, Business, or a related field preferred but not required.
• Excellent communication, interpersonal, and project management skills.