About this role
The Customer Success Lead is responsible for driving client satisfaction, retention, and growth by ensuring our clients fully realize the value of their SecureSkye Managed IT Services and security solutions. This role is a combination of strategic relationship management, proactive communication, and internal advocacy. You will work closely with the vCIOs, Technical Teams, and Sales Department to build long-term, trusted partnerships and ensure high client success metrics.
What you’ll do
- Serve as the primary post-sales point of contact for a portfolio of key clients, fostering strong, long-term relationships and becoming a trusted advisor.
- Proactively manage the client lifecycle, identifying opportunities for service expansion and ensuring high client retention rates.
- Conduct regular check-ins and business reviews (in partnership with the vCIO) to measure service performance, communicate ROI, and align IT services with evolving client business objectives.
- Act as the voice of the customer internally, relaying feedback, service requirements, and critical client concerns to the technical and product teams.
- Monitor client health metrics and usage data to identify at-risk accounts and implement immediate intervention and escalation strategies.
- Onboard new clients efficiently, ensuring they understand the service structure, escalation paths, and how to maximize the value of SecureSkye’s solutions.
- Drive adoption of new security and cloud technologies by educating clients on best practices and available service upgrades.
Requirements
- Proven professional experience (3+ years) in a Customer Success, Account Management, or Relationship Manager role, preferably within a B2B SaaS or Managed Service Provider (MSP) environment.
- Demonstrated ability to manage complex client relationships and drive renewals and upsells.
- Strong understanding of IT services, network infrastructure, and basic cybersecurity principles.
- Excellent verbal and written communication skills, with the ability to present complex technical information in a business context.
- Highly organized and detail-oriented, with proven success in managing a large client portfolio and tracking success metrics.
- Proficiency with CRM software (e.g., Salesforce, HubSpot) and Customer Success platforms.
- Bachelor’s degree in Business, Communications, or a related technical field is preferred.
