WEBIT Services

Customer Success Manager

• Own the day-to-day relationship with approximately 50 managed clients
• Work in a pod alongside two vCIOs
• Serve as the go-to contact for quotes, orders, billing, reports, and client issues
• Prepare vCIOs for client meetings so they can focus on maintaining healthy partnerships
• Manage and triage client email, keeping clients updated on open items, projects, and next steps
• Act as an escalation point for client concerns and first responder when a vCIO is unavailable
• Monitor client risk signals, including low satisfaction, stalled issues, and unpaid balances
• Prepare and follow up on quotes for refreshes, renewals, gaps, and roadmap needs
• Place and track hardware, software, and licensing orders through delivery
• Answer invoice questions and support contract renewals and agreement changes
• Follow up on aging receivables with Finance
• Monitor Autotask tickets and projects and coordinate service issues with the Service Delivery Manager
• Coordinate with clients' third-party vendors
• Follow up on every NPS or CSAT detractor within 48 hours
• Schedule QBRs and strategic meetings and manage vCIO calendars
• Prepare QBR materials, client reports, system reports, pre-meeting briefs, and post-review recaps
• Run quarterly reviews for smaller clients and co-present for larger clients
• Draft client communications, announcements, service notes, and renewal letters
• Provide client webinars and events
• Track client satisfaction, retention, check-in cadence, QBR delivery, quote performance, order accuracy, billing resolution, receivables, and renewal continuity

Client Success Manager