The Opportunity
STG's growth depends on keeping the clients we already have. The Client Relationship Manager owns that mission for a defined portfolio of accounts. You are the executive-level relationship owner who keeps renewals on track, spots retention risk before it becomes churn, and finds the next opportunity to help a client grow. This is a role built for someone who is as comfortable in a boardroom with a CEO as they are in a spreadsheet forecasting next quarter's renewals.
What You'll Do
- Own renewal of STG managed service agreements and maintain a renewal pipeline with clear forecasting
- Understand the financial performance, gross margin, contract structure, and service utilization of each assigned client, and recommend renewal pricing and terms that align with STG goals
- Serve as the primary executive-level relationship owner for assigned clients, building trust with owners, CEOs, presidents, and senior leadership teams
- Conduct strategic business reviews focused on business outcomes, risk reduction, technology planning, and long-term partnership value
- Lead renewal discussions and negotiate contract terms including term length, pricing, scope, and termination provisions within approved STG guidelines
- Identify client retention risks early and develop action plans in partnership with Service Delivery and Sales leadership
- Collaborate with Service Delivery teams to ensure client satisfaction supports strong renewal outcomes and referenceable customers
- Identify opportunities for additional services, projects, security improvements, consulting engagements, and technology modernization, then coordinate with the sales team for execution
- Maintain accurate client relationship notes, renewal forecasts, opportunities, and activity tracking within CRM systems
- Manage a defined portfolio of client accounts and be accountable for retention, renewal rate, net revenue retention, and identified growth opportunities
- Work closely with the Director of Sales and Marketing on account strategy, renewal planning, client advocacy, and growth opportunities
What You Bring
Required
- 5+ years in a client-facing relationship, account management, or renewals role in B2B technology or professional services
- Comfortable discussing pricing, margin, and contract terms directly with executive-level decision makers
- Ability to have difficult conversations, manage negotiations professionally, and remain calm under pressure when addressing client concerns
- Strong organizational discipline for managing a multi-account renewal pipeline and forecast
- Experience maintaining account activity and notes in a CRM system
Preferred
- Experience in the MSP or managed IT services industry
- Familiarity with Salesforce and Microsoft 365
- Background collaborating cross-functionally with service delivery or operations teams
- Bachelors or Masters in Business or equivalent experience
Compensation & Benefits
- Base salary depending on experience
- On-target earnings $120,000 inclusive of renewal and retention-based incentive
- Health, dental, and vision insurance
- 401(k) with match and profit sharing
- Paid time off
