Client Success Manager

WEBIT Services

. Own the day-to-day relationship with approximately 50 managed clients .

Posted 10/2/2026full-timeNaperville • Illinois • United StatesMid-LevelSenior💰 $80,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong client relationship management skills, effectively coordinating with clients and third-party vendors while managing billing inquiries and operational needs. Proficient in preparing client reports, quotes, and managing service delivery through tools like Autotask and IT Glue.

Highest-signal resume keywords

Client Relationship ManagementAutotask Ticket MonitoringQuote Preparation and CoordinationBilling and Contract ManagementClient Communication Drafting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quote PreparationBilling ManagementClient ReportingAutotask MonitoringHardware and Software OrderingNPS and CSAT Follow-UpQBR SchedulingService Agreement ReviewClient Check-InsData Reconciliation

Soft Skills

Client Issue ResolutionEffective CommunicationOrganizational SkillsProblem-SolvingCollaboration

Tools & Technologies

AutotaskIT GlueRMM Tools

Industry Keywords

Client SatisfactionManaged ServicesService DeliveryVendor CoordinationRenewal Continuity

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Approximately 50 managed clients
Experience/ability to serve as the primary point of contact for administrative and operational client needs
Ability to manage and triage day-to-day client email, respond, route, or escalate appropriately
Ability to run client check-ins on monthly, every-other-month, and quarterly cadences
Ability to prepare quotes and coordinate hardware, software, and licensing orders
Ability to manage billing inquiries, contracts, recurring billing, renewals, and aging receivables
Ability to reconcile user and device counts quarterly against Autotask and RMM data
Ability to monitor Autotask tickets and projects
Ability to coordinate with third-party vendors
Ability to follow up on NPS or CSAT detractors within 48 hours
Ability to schedule QBRs and manage calendars
Ability to prepare QBR decks, agendas, client reports, and pre-meeting briefs using IT Glue documentation
Ability to pull reports on ticket trends, SLA performance, warranty and license status, and hardware lifecycle
Ability to draft client communications, announcements, service notes, and renewal letters
Ability to provide client webinars and events
Ability to review service agreements and verify use of purchased products
No specific educational credential, certification, or minimum experience requirement stated

Benefits

Comp & perks

Paid Healthcare Premium for Employee
Paid LTD
Paid STD
Unlimited PTO, after 90 days of service
Dental and Vision Option
401k Matching Program
Employee Ownership eligible