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Client Success Manager - Virtually Support Clients in the United States

3 months, 4 weeks ago
Indonesia, Philippines
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM Cybersecurity
Apply Now
Bit by Bit

Bit by Bit

Bit by Bit offers comprehensive technology solutions, including managed IT support, cloud services, and digital marketing, tailored to enhance business efficiency and productivity.

Internet Software & Services
11-50
Founded 1987
View All Jobs 2

Description

  • Lead regular client meetings, including Customer Business Reviews, operational reviews, and strategic planning discussions.
  • Serve as the primary relationship manager for assigned client accounts and maintain strong client engagement.
  • Act as a liaison between clients and internal teams such as Helpdesk, Engineering, Security, Projects, and Leadership.
  • Monitor client health, service trends, ticket activity, and engagement metrics to identify risks and opportunities.
  • Coordinate and manage client onboarding activities to support a smooth transition into managed services.
  • Explain service offerings, security recommendations, project roadmaps, and technology best practices to clients.
  • Follow up on open issues, escalations, projects, and client concerns to drive internal accountability.
  • Identify process improvement opportunities and support enhanced service delivery.
  • Maintain accurate records of meetings, action items, and strategic initiatives in CRM and ticketing systems.
  • Support account growth by identifying additional client needs and collaborating with sales and leadership teams.

Requirements

  • 3+ years of experience in Client Success, Account Management, Customer Experience, or MSP account management.
  • Strong communication and presentation skills with the ability to lead executive-level client conversations.
  • Experience conducting Customer Business Reviews or customer strategy meetings.
  • Ability to build trust and maintain strong long-term client relationships.
  • Strong organizational and project coordination skills with the ability to manage multiple priorities simultaneously.
  • Comfortable working in a fast-paced technology services environment.
  • Analytical mindset with the ability to review service metrics and identify trends.
  • Professional, proactive, and solutions-oriented approach.
  • Experience with CRM, PSA, ticketing, and Microsoft Office platforms preferred.
  • MSP or IT services industry experience strongly preferred.
  • Familiarity with cybersecurity concepts, managed IT services, cloud technologies, and Microsoft 365 environments preferred.
  • Experience working with technical teams and translating technical concepts into business-friendly language.
  • Understanding of service delivery, escalations, and client lifecycle management.

Benefits

  • Salary of $1,800-2,500 per month for the Philippines or $1,200-2,000 per month for Indonesia.
  • 2 weeks of vacation.
  • Medical and dental benefits for Indonesia.
  • Paid vacation for Indonesia.
  • Retirement plan for Indonesia.
  • Remote, full-time position.
  • Opportunity for potential after-hours or on-call work related to security incidents.

Interested in this position?

Apply directly on the company website

Apply Now

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