Client Success Manager

Lyra Technology Group is seeking a Client Success Manager for one of our operating companies, Strategic Micro Systems.  The Client Success Manager is the post-sale owner of client relationships, retention, and account growth: the person clients turn to when they want a trusted partner in their technology decisions, not just a point of contact. This role blends relationship management with a working knowledge of the client's business and IT environment, running a disciplined cadence of business reviews and roadmap conversations that keep clients engaged, informed, and getting full value from the partnership. The Client Success Manager owns retention and expansion targets for an assigned book of business and works cross-functionally with service delivery, technical support, and sales to make sure client needs are met and expansion opportunities are identified early.

Founded in 1998, Strategic Micro Systems has been ranked among the top 200 managed IT service providers worldwide. As a Microsoft Certified partner and Tier 1 Microsoft Cloud Solution Provider, Strategic delivers unlimited network support alongside a full portfolio of cloud IT solutions for businesses across the country and around the world. Our best-in-class business continuity and data protection services keep clients’ systems running and secure against cyber threats.  Our clients rely on our expertise to build agile, growth-ready technology infrastructure that boosts productivity and profitability. In today’s global marketplace, staying agile and competitive is no longer optional, and we make sure our clients’ technology delivers real value to their organizations. Our team combines deep technical knowledge with business experience to solve even the most complex challenges.  Above all, we are committed to our clients’ success, and we bring a customer-centric approach to everything we do. We believe that when our clients succeed, we succeed.

Client Relationship Management

• Serve as the primary relationship owner for an assigned portfolio of managed services clients.
• Develop trusted relationships with executive stakeholders, business owners, and key decision-makers.
• Act as the primary point of contact for non-technical client communications and account-related matters.
• Advocate for clients internally while ensuring alignment with company objectives and service delivery standards.

Strategic Account Management

• Conduct Quarterly Business Reviews (QBRs) focused on business objectives, technology strategy, service performance, and future planning.
• Develop strategic account plans designed to increase client engagement, retention, and long-term value.
• Proactively identify opportunities to expand client relationships through additional managed services, cybersecurity, Microsoft 365, cloud solutions, licensing, and professional services.
• Prepare proposals and coordinate solution recommendations in partnership with engineering and leadership teams.
• Manage contract renewals and renewal planning to maximize retention and minimize contract risk.

Client Success & Growth

• Monitor client satisfaction, account health, and service adoption.
• Address client concerns proactively and coordinate internal resources to resolve issues before they escalate.
• Partner closely with technical and operational teams to ensure successful delivery of services and projects.
• Maintain accurate account documentation, opportunity tracking, and client activity within HubSpot and ConnectWise.

Revenue Development

• Drive organic revenue growth through account expansion, cross-selling, and upselling initiatives.
• Maintain awareness of each client's business objectives and identify opportunities where technology solutions can deliver measurable value.
• Collaborate with leadership to develop and execute account growth strategies.

• 3+ years of experience in Account Management, Client Success, Customer Success, Business Development, or a similar client-facing role.
• Experience within the Managed IT Services (MSP), IT Services, SaaS, or technology industry is strongly preferred.
• Demonstrated ability to build and maintain executive-level client relationships.
• Strong communication, presentation, and interpersonal skills.
• Excellent organizational, planning, and time management abilities.
• Ability to successfully manage multiple client relationships simultaneously.
• Experience using CRM platforms such as HubSpot.
• Experience with ConnectWise Manage and ConnectWise CPQ is preferred.
• Comfortable initiating commercial conversations and identifying opportunities within existing client accounts.
• Previous consultative sales or account growth experience is considered a strong asset.

The targeted base compensation for this role is $80,000, with total on-target earnings of $100,000. This position is fully on-site in Parsippany, NJ.

If you are a post-sale relationship-builder who builds trust face to face, knows how to turn client relationships into long-term partnerships, and wants to build something, not just manage it, we would like to talk.