Position Summary
The Client Success Manager (CSM) is the primary relationship owner and seller into a portfolio of DivergeIT's existing managed IT and security clients. This is a revenue-carrying role: the CSM is responsible for driving MRR uplift and new project revenue within their accounts by identifying and building a pipeline of expansion opportunities and closing them against a quota. The CSM owns client retention, satisfaction, and ongoing value realization - ensuring clients understand and adopt the full value of their service agreement and partners with the Solutions Architect on scoping technical improvements while coordinating with technical delivery teams to resolve client issues.
Key Responsibilities
• Serve as the primary point of contact and trusted advisor for an assigned portfolio of managed IT/security clients.
• Own revenue growth within your account portfolio as the primary seller into existing clients - proactively identify whitespace, build and manage a pipeline of expansion opportunities, and close MRR uplift and new project revenue against a quota.
• Partner with the Solutions Architect to scope and position additional services, upgrades, and security improvements, translating technical recommendations into expansion opportunities you sell and close.
• Own overall client relationship health, satisfaction (CSAT/NPS), and retention/renewal outcomes.
• Lead regular business reviews (QBRs) with clients, presenting IT governance and security posture reports (device compliance, patch status, Microsoft Secure Score, licensing utilization, support performance) and using them to surface expansion opportunities
• Monitor account health indicators - ticket volume and trends, SLA adherence, security risk flags - and proactively address issues before they escalate.
• Coordinate with helpdesk and technical delivery teams to resolve escalated support issues and ensure timely resolution.
• Track contract renewal timelines; participate in renewal conversations in partnership with sales leadership.
• Receive and onboard newly assigned accounts handed off by Business Development Managers (BDMs) after the initial sale, ensuring a smooth transition into ongoing account management and sales.
• Maintain accurate, up-to-date records of client interactions, account status, and the expansion pipeline in the CRM/PSA.
• Advocate internally for client needs, feeding client feedback into service delivery and roadmap discussions.
• Ensure clients understand and adopt the full value of their service agreement, including underutilized tools and licenses, as a foundation for expansion conversations.
Qualifications
• 3+ years of experience in quota-carrying Client Success, Account Management, or Client Relationship role with direct responsibility for selling into and expanding existing accounts, ideally within an MSP, MSSP, or IT/technology services environment.
• Demonstrated track record of independently identifying, proposing, and closing renewal and expansion revenue (MRR uplift, new projects) within existing accounts, consistently meeting or exceeding revenue targets.
• Working knowledge of IT and cybersecurity concepts (e.g., patch management, MFA, endpoint compliance, Microsoft 365) sufficient to lead informed client conversations.
• Strong presentation, negotiation, and communication skills; comfortable leading executive-level business reviews and selling conversations.
• Experience with CRM/PSA tools (e.g., HubSpot, Salesforce, ConnectWise, or similar).
• Highly organized, able to manage a diverse portfolio of accounts and competing priorities.
• Collaborative mindset - works effectively with sales, technical delivery, and security teams.
