The Client Success Associate is a new, shared role with two responsibilities. First, you will own a portfolio of smaller, stable client accounts as their primary point of contact. Second, you will provide tactical support to our regional GMs on their strategic accounts, handling the preparation, follow-up, and coordination that keeps client commitments on track.
Responsibilities:
Own the Scaled Client Portfolio:
● Serve as the primary contact for a book of smaller, low-touch client accounts across all regions.
● Conduct quarterly or annual QA calls with US business owners and office managers to confirm satisfaction and identify needs.
● Deliver reports and routine follow-up communications by email on schedule.
● Monitor account health, including renewal dates, satisfaction signals, open issues, and early signs of risk.
● Route service, project, and billing requests to the appropriate internal team and follow them through to resolution.
● Escalate to the regional GM when an account shows retention risk, requires a commercial decision, or presents a growth opportunity.
Support GM-Owned Strategic Accounts:
● Schedule and prepare client meetings, including QBR agendas, account summaries, and reports delivered in advance.
● Attend selected meetings to document decisions and action items, then assign and track each one.
● Track commitments through completion so the GM has an accurate answer before every client interaction.
● Keep the GM informed without requiring the GM to follow up with internal departments.
Account Administration:
● Maintain account information in HubSpot and Autotask, including contacts, notes, renewal dates, opportunities, and meeting history.
● Maintain the QBR and client-touch calendar and the renewal and contract review schedule.
● Follow and help standardize account management processes across regions.
Requirements:
● 2+ years of experience in customer success, account coordination, or account management at a managed service provider (MSP) or IT services company.
● Working knowledge of managed services, including tickets, SLAs, projects, recurring revenue, and renewals.
● Professional-level spoken and written English, with confidence leading calls with US business clients.
● Availability to work full time from 9:00am to 5:00pm US Eastern Time, including through US daylight saving time changes.
● Strong organization and follow-through, with the ability to manage many accounts and open items at once.
● Experience with a PSA and CRM platform, ideally Autotask and HubSpot (ConnectWise, HaloPSA, or Salesforce also relevant).
● Proficiency in Microsoft 365, including Outlook, Teams, Excel, and PowerPoint.
● A quiet home workspace with reliable internet and backup power.
Preferred Qualifications:
● Experience preparing QBRs or account review presentations.
● Familiarity with US small business clients in professional services, healthcare, or financial services.
● Customer success or ITIL training.
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