Overview:

Empowering Technology Solutions (ETS) is hiring a Client Success Manager to own executive relationships, quarterly client reviews, and long-term technology alignment for our larger accounts. Must have experience in Managed IT Services.

This is a high-ownership role for someone who thrives in a fast-paced MSP environment and can drive clarity through competing priorities. You’ll help clients understand where they are today, where they need to go next, and what it will take to get there—then coordinate internally to ensure the plan turns into real outcomes.

ETS currently supports approximately 120 clients. This role will take responsibility for a defined book of business (focused on larger clients), while partnering closely with our existing TAM (who supports smaller clients and helps drive roadmap execution across the client base).

What You’ll Do

Own Client Relationships and Executive Communication

• Serve as the primary relationship owner for assigned accounts, building trust through expert guidance, honest communication, and follow-through
• Lead executive-level conversations around risk, priorities, lifecycle planning, and business alignment
• Proactively manage escalations and high-impact client concerns by coordinating internal action and keeping stakeholders aligned

Run Quarterly Client Reviews (QBRs) with Consistent Outputs

• Own QBR preparation, agenda creation, meeting execution, documentation, and follow-up
• Standardize templates and “definitions of done” for QBR notes, action items, and next steps
• Ensure every QBR results in clear priorities, owners, timelines, and a current roadmap

Build and Maintain Roadmaps that Turn into Outcomes

• Assess client environments at a practical level (standards gaps, risk areas, lifecycle needs, security posture, backup health)
• Create and maintain forward-looking roadmaps that align with client goals, growth, scalability, and budgeting
• Translate roadmap items into well-defined project opportunities and coordinate scoping with Professional Services prior to quoting

Own Renewals, Agreement Alignment, and Pricing Conversations

• Lead renewal planning and client-facing renewal conversations for assigned accounts
• Ensure agreement scope and pricing remain aligned with client needs, standards, and supportability expectations
• Partner with internal leaders to address misalignment through remediation planning, roadmap priorities, and service clarity

Strengthen Vendor / Partner Relationships

• Serve as a key point of contact for relevant vendors/partners supporting client solutions
• Evaluate tools and services with leadership (and advocate for improvements that strengthen outcomes and customer experience)
• Help drive adoption of approved standards and platforms across the client base

Partner Cross-Functionally to Deliver a Strong Client Experience

• Work closely with the Service Manager, Professional Services Manager, and engineering teams to ensure smooth coordination and healthy handoffs
• Participate in prospect discovery as needed and provide strategic alignment input to support qualified recommendations
• Identify patterns and recurring issues and drive remediation planning that reduces avoidable noise over time

Qualifications

Required

• MSP / managed IT experience in a client-facing role with technical scope (vCIO, TAM, client success, or account leadership in an MSP)
• Proven ability to run executive-level meetings and influence decisions with confidence and professionalism
• Comfort owning renewals and pricing conversations (setting expectations clearly and handling pushback well)
• Strong organizational discipline: you run cadence, document outcomes, and ensure follow-through
• Technical understanding sufficient to assess risk, validate recommendations, and translate technical priorities into plain language

Preferred / Highly Valued

• Experience building or improving a QBR and roadmap program (templates, standards, consistent outputs)
• Experience coordinating discovery/scoping with engineering/Professional Services prior to quoting
• Familiarity with MSP tools and environments (ConnectWise, IT Glue, RMM platforms, security/BCDR concepts)
• Comfort using AI tools to improve documentation, analysis, and planning efficiency

Technical Expectations

You do not need to be the most technical engineer on the team, but you must be credible and confident guiding alignment decisions. You should be comfortable discussing:

• Microsoft 365 and identity/security fundamentals (Entra ID, MFA/Conditional Access Concepts, endpoint management basics)
• Backup and recovery principles and how “good” is validated
• Networking and infrastructure fundamentals (enough to identify risk, ask the right questions, and prioritize outcomes)
• How MSP standards reduce risk, improve reliability, and reduce recurring issues

How Success Will Be Measured

Key performance areas include:

• Consistent QBR completion with strong preparation, clear outputs, and disciplined follow-up
• Roadmaps that remain current and drive measurable client improvement over time
• Effective conversion of alignment findings into properly scoped project opportunities (in partnership with Professional Services)
• Strong renewal readiness and professional pricing conversations that protect relationship health and service clarity
• Improved standards adoption and proactive remediation that reduces recurring issues
• Strong internal coordination: clear priorities, clear communication, fewer surprises

Compensation & Benefits

• Annual Salary plus Quarterly Bonus (structure to be defined)
• Paid time off (PTO) and paid holidays
• Health insurance options (Medical, Vision, Dental)
• Ongoing training and professional development

About ETS (Purpose, Promise, Values)

Purpose: To empower organizations with outcomes that drive growth, clarity, and confidence.
Promise: We own the outcome.

Core Values

• Platform Thinking: We don’t just fix issues – we build better systems.
• Ownership of Growth: We take responsibility for our improvement and share what we learn to elevate those around us.
• We Think Bigger: We don’t just solve today’s problem — we design for what’s next.
• End-to-End Ownership: We own the outcome and deliver results with clarity.
• Relationship Excellence: We treat every relationship as something worth protecting and improving.

Pay: $100,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• MSP : 2 years (Preferred)

Work Location: In person