Client Succes Manager

Varsity is an MSP and AI Technology Services company that assists social good companies in healthcare, non profit, education, and startups. Our services have been developed to help customers adopt AI and Data intelligence technologies, improve productivity of staff, lower costs, and address cybersecurity compliance and risk management.At Varsity Technologies, we go beyond traditional account management. Our Client Success Managers (CSMs) are strategic partners who help mission-driven organizations leverage technology to achieve their goals. Acting as trusted advisors, CSMs understand both the business and technical landscape, ensuring clients realize the full value of their IT investments while advancing technology maturity and security posture.This role combines relationship management, strategic planning, and operational excellence. You'll collaborate across teams, educate clients, and proactively solve problems - not just sell solutions. If you thrive in a dynamic environment and want to make a social impact through technology, this is the role for you.ResponsibilitiesStrategic Client Engagement (30%) Build and maintain strong, long-lasting relationships with client stakeholders and executive sponsors. Minimize retention rate. Lead Budget Planning Meetings and IT Ops Meetings to align technology initiatives with business goals, revise client's progresses and opportunities open/closedAct as a trusted advisor by understanding client strategies, challenges, and mapping these to Varsity's service offeringsPrepare proposals, quotes, and lead renewal discussionsProject & Service Coordination (30%)Identify and manage client requests for new projects, products, trainings, appdev and servicesCollaborate internally and externally to ensure successful project delivery and technology roadmap opportunities execution, aligning client initiatives effectively with annual goalsSupervise Vendors management. Lead onboarding and post-onboarding activities, including end-user trainingClient Success & Retention (40%)Conduct recurring success calls to review goals, metrics, and service performanceMonitor client compliance with Varsity's standards and proactively address challengesDrive account growth through upselling and cross-selling aligned with client needsTrack and report on client satisfaction, retention, and portfolio growthKey Performance Indicators (KPIs)Client Retention RateClient Satisfaction Score (CSAT)Revenue growth and service adoptionClient subscription renewal rateStrategic engagement frequencyRequirementsBachelor's degree preferred or equivalent experience. Minimun of 4 years working experienceProven experience in client success, account management, or consulting within Managed Services or ITStrong business acumen and ability to translate technical risk into business impactKnowledge of Cybersecurity, Cloud Solutions, and Managed IT Services highly desiredExcellent communication, negotiation, and presentation skills, including experience with C-level executivesAbility to manage multiple priorities in a fast-paced environmentProficiency in CRM tools (e.g., Salesforce) and IT management platforms (e.g., ConnectWise)