Client Success Manager

The Client Success Manager (CSM) owns the day-to-day relationship with approximately 50 managed clients, working in a pod alongside our two vCIO's. The CSM is the client's go-to for quotes, orders, billing, reports, and anything that needs attention, and makes sure the vCIO's walk into every client meeting prepared, so they can stay focused on keeping client partnerships healthy.

Requirements

Key Responsibilities

Client Relationship Ownership

• Serve as the primary point of contact for the administrative and operational client needs across a shared book of approximately 50 clients.
• Manage and triage the day-to-day client email for the pod: respond, route, or escalate as appropriate, and keep clients updated on open items, projects, and next steps. Run client check-ins on a tiered cadence: monthly for top accounts, every other month for mid-tier, and quarterly for the rest.
• Act as an escalation point for client concerns alongside the Service Delivery Manager, and as first responder when a vCIO is unavailable.
• Watch for risk signals (low satisfaction, stalled issues, unpaid balances) and raise them early with the vCIO and leadership.
• Quoting & Order Coordination
• Prepare quotes for clients and vCIOs, including proactive quotes for refreshes, renew