Client Success 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.

Responsibilities

Strategic 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/closed.
• Act as a trusted advisor by understanding client strategies, challenges, and mapping these to Varsity’s service offerings.
• Prepare proposals, quotes, and lead renewal discussions.

Project & Service Coordination (30%)

• Identify and manage client requests for new projects, products, trainings, appdev and services.
• Collaborate internally and externally to ensure successful project delivery and technology roadmap opportunities execution, aligning client initiatives effectively with annual goals.
• Supervise Vendors management.
• Lead onboarding and post-onboarding activities, including end-user training.

Client Success & Retention (40%)

• Conduct recurring success calls to review goals, metrics, and service performance.
• Monitor client compliance with Varsity’s standards and proactively address challenges.
• Drive account growth through upselling and cross-selling aligned with client needs.
• Track and report on client satisfaction, retention, and portfolio growth.

Key Performance Indicators (KPIs)

• Client Retention Rate.
• Client Satisfaction Score (CSAT).
• Revenue growth and service adoption.
• Client subscription renewal rate.
• Strategic engagement frequency.

Requirements

• Bachelor’s degree preferred or equivalent experience.
• Minimun of 4 years working experience.
• Proven experience in client success, account management, or consulting within Managed Services or IT.
• Strong business acumen and ability to translate technical risk into business impact.
• Knowledge of Cybersecurity, Cloud Solutions, and Managed IT Services highly desired.
• Excellent communication, negotiation, and presentation skills, including experience with C-level executives.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in CRM tools (e.g., Salesforce) and IT management platforms (e.g., ConnectWise).