Job Description

Client Success Manager

At Bit By Bit, we've been helping organizations thrive since 1987. Originally founded as a database application development and networking company, we've grown into a full-service IT firm and a recognized leader in delivering reliable, cost-effective managed IT services across the Tri-State area.

Our team specializes in building and managing solutions that solve critical business challenges. With a unique blend of business technology expertise, certified technicians, and proven processes, we provide our clients with tailored IT solutions that improve productivity, strengthen security, streamline communications, and reduce costs. Beyond technology, our culture is rooted in humility and curiosity, and our vision is simple: to help untangle people and process challenges so businesses can move forward with confidence.

The Client Success Manager serves as a trusted advisor to our clients, helping align technology services with business goals while driving client satisfaction, retention, and long-term success. This role ensures clients feel consistently supported, informed, and confident in our partnership through proactive communication, strategic and actionable Customer Business Reviews, and effective collaboration between clients and internal teams. The Client Success Manager plays a key role in maintaining high levels of client satisfaction, retention, and engagement by ensuring issues are escalated and resolved efficiently with strong follow-through.

Duties and Responsibilities

• Lead regular client meetings, including Customer Business Reviews (CBRs), operational reviews, and strategic planning discussions.
• Serve as the primary relationship manager for assigned client accounts, ensuring high levels of client satisfaction and engagement.
• Act as a liaison between clients and internal teams including Helpdesk, Engineering, Security, Projects, and Leadership.
• Monitor client health, service trends, ticket activity, and engagement metrics to proactively identify risks and opportunities.
• Coordinate and manage client onboarding activities to ensure a smooth transition into managed services.
• Help clients understand service offerings, security recommendations, project roadmaps, and technology best practices.
• Drive accountability internally by following up on open issues, escalations, projects, and client concerns.
• Identify opportunities for process improvement and enhanced service delivery.
• Maintain accurate documentation of client meetings, action items, and strategic initiatives within CRM and ticketing systems.
• Support account growth by identifying additional client needs and collaborating with the sales and leadership teams.
• Stay informed on evolving technology, cybersecurity trends, and MSP best practices.

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