Senior Client Success Manager

The Senior Client Success Manager (SCSM) is responsible for driving client value realization, retention, and growth across a portfolio of strategic accounts. This role partners closely with clients’ executive stakeholders to align technology outcomes with business objectives, proactively manage account health, and identify growth opportunities. The SCSM serves as a trusted advisor, escalation owner, and growth catalyst while reinforcing disciplined Client Success processes.

What Success Looks Like

  • Business challenges turn into solution proposals
  • Retention is strong and revenue from existing clients grows predictably
  • Client risk is identified early and managed intentionally

How this is measured

  • Client retention and renewal rates
  • Expansion revenue and growth within assigned accounts
  • On‑time, high‑quality delivery of TBRs and roadmaps
  • Referral generation from satisfied clients

Position Responsibilities

Prep and Deliver Technology Business Reviews (TBRs)

  • Own the preparation, delivery, and follow‑up of all client Technology Business Reviews (TBRs)
  • Translate technical performance, service metrics, and security posture into clear business outcomes
  • Set agendas in advance, gather client priorities, and ensure executive-level communication
  • Present insights, risks, progress, and recommendations to client stakeholders
  • Drive alignment on next steps, investments, and strategic direction following each TBR

Maintain Technology Maturity Levels (TMLs) and Client Roadmaps

  • Maintain accurate and up‑to‑date Technology Maturity Levels (TMLs) for assigned accounts
  • Develop, maintain, and evolve client roadmaps aligned with business goals and technical needs
  • Ensure roadmaps reflect security, infrastructure, lifecycle, and growth initiatives
  • Review and adjust roadmaps regularly based on changes in client objectives or environment
  • Use TMLs and roadmaps as the foundation for TBRs and growth conversations

Client Management, Growth, and Sales

  • Serve as the primary relationship owner for assigned clients, building trust with key stakeholders and executive sponsors.
  • Identify, qualify, and lead client growth opportunities including additional services, projects, and long‑term strategic initiatives.
  • Partner closely with Sales, Professional Services, and Operations to scope, propose, and close opportunities.
  • Maintain an accurate pipeline of expansion opportunities and support forecasting efforts.
  • Proactively manage renewals, upsells, and contract changes with a value-based approach.

Get Well Plan Execution

  • Act as the point owner for “at‑risk” or escalated accounts requiring formal Get Well Plans.
  • Develop, execute, and track Get Well Plans focused on stabilizing service delivery, rebuilding trust, and restoring client confidence.
  • Coordinate cross‑functional teams to ensure issues are addressed quickly, effectively, and with clear accountability.
  • Provide clear communication and regular status updates to internal leadership and client stakeholders.

Referrals 

  • Proactively request referrals from satisfied clients at appropriate milestones
  • Leverage positive outcomes, TBRs, and successful initiatives to drive introductions
  • Collaborate with Sales and Marketing on referral tracking and follow‑up
  • Act as a brand ambassador by delivering consistent, high‑value client experiences

Compensation & Incentives

  • Salary plus commission

Core Values in Action

  • Be Reliable: Follow through, respond with urgency, and close the loop
  • Show You Care: Build relationships, communicate clearly, and go the extra mile
  • Succeed as a Team: Support peers, focus on solutions, and drive shared success
  • Do the Right Thing: Act with integrity and put the client’s best interest first 

Ideal Candidate Snapshot 

  • Strong executive communication and presentation skills
  • Strategic account management and consultative selling ability
  • Ability to translate technical details into business value
  • Proven experience managing escalations and complex client situations
  • Strong organizational skills and accountability mindset
  • Collaborative leadership across service, sales, and delivery teams

Skills, Experience & Education

Skills

  • Proven ability to lead, coach, and hold professional, client-facing team members accountable for outcomes.
  • Demonstrated ability to navigate client and internal conflict with calm judgment, balancing client advocacy, commercial reality, and operational constraints.
  • Clear, confident communicator who can translate complex technical and business concepts into practical, executive-level discussions.
  • Proven ability to engage C-suite executives as a trusted advisor, guiding strategic conversations rather than reacting to tactical requests.
  • Strong strategic and business acumen, with the ability to connect technology decisions to financial, operational, and risk outcomes for clients.
  • Comfortable using AI as a strategic thought partner to enhance analysis, preparation, and decision-making—without delegating accountability or judgment.

Experience

  • 7+ years of progressive experience in client-facing roles within a services-based organization
  • Demonstrated accountability for client retention and revenue growth
  • Experience working closely with Sales and Delivery teams in a recurring revenue or professional services environment
  • MSP or IT services experience strongly preferred

Education

  • Bachelor’s degree or equivalent professional experience
  • Relevant certifications or continued professional development are a plus

We Run on EOS

Our company operates using the Entrepreneurial Operating System (EOS), providing clarity, accountability, and structured processes for success. If you thrive in a goal-oriented environment that values continuous improvement, you’ll love working with us.

Salary

The salary for this position typically ranges from $85 to 100K per annum plus commission

Featured Benefits 

  • Medical
  • Dental
  • Vision
  • 401K

Please send your cover letter and resume to: jobs@acs.com