Customer Success Manager

Full Job Description

About Us

We are a growing company that provides fractional sales management services for managed service providers (MSPs). We specialize in building and managing fractional sales and SDR management programs that consistently drive qualified meetings and pipeline growth for our clients.

As we scale, we are expanding our client experience team and seeking an experienced Customer Success & Onboarding Manager to deliver a “wow” onboarding, maintain proactive client relationships, and ensure consistent retention and renewal outcomes.

We strongly recommend you review our 3D: Direction, DNA, and Drumbeat document to learn about our mission, core values, and how we do things. That file is attached.

The Role

We are hiring a Customer Success & Onboarding Manager to own the new-client journey from “paid” to “productive,” manage ongoing communication with business owners, and coordinate between clients and our fractional Sales Managers.

This role is both client-facing and process-driven: you’ll be directly responsible for delivering seamless onboarding experiences, maintaining proactive client engagement, and ensuring our systems, documentation, and renewals stay tight and predictable.

The compensation for this position is base salary + small incentives tied to retention and upsells.This is a remote, full-time role requiring overlap with US business hours.

Job Responsibilities

Key Responsibilities

• Schedule and run client onboarding calls within 72 hours of sale.
• Coordinate SDR setup, CRM access, scripts, and onboarding resources end-to-end.
• Maintain accurate documentation—100% of client calls and updates logged in portals.
• Manage proactive client communication: 3+ check-ins per week across your client book.
• Respond to all client requests and tickets within 24 hours.
• Ensure Sales Managers post required SDR updates (2 call scorecards + 1 meeting observation per week per client).
• Identify at-risk accounts (inactive SDRs, unresponsive owners) and coordinate recovery plans.
• Run a structured renewal motion 60–90 days before term end to prevent surprises.
• Surface upsell opportunities when they’re genuinely valuable to the client.
• Collaborate with leadership to improve onboarding efficiency, communication, and documentation systems.

Success Outcomes

• All new clients onboarded within 72 hours of sale and fully live within 60 days.
• Client portals ≥95% complete and audited regularly.
• 24-hour SLA consistently met for all tickets and requests.
• ≥3 proactive client check-ins per week across your portfolio.
• ≥85% renewal rate and ≥10% upsell rate on appropriate accounts.
• Clients consistently rate the onboarding and support experience as “excellent.”

Job Requirements

Required Qualifications

• 5+ years of experience in customer success, onboarding, or client management roles in B2B or SaaS environments.
• Proven ability to manage multiple clients, projects, and deliverables simultaneously.
• Excellent organizational skills with strong documentation and follow-through.
• Clear and professional written and verbal communication skills.
• Tech-savviness with CRM and client management tools (e.g., GoHighLevel, Basecamp, Google Workspace, portals).
• Ability to work remotely, manage priorities independently, and collaborate across distributed teams.
• Professional presence and confidence in client-facing communication.

Nice-to-Have

• Experience working with Managed Service Providers (MSPs) or similar service-based businesses.
• Familiarity with sales operations, recruiting, or SDR program management.
• Exposure to AI or automation tools used in onboarding, customer success, or reporting.

✅ In this role, you’ll be the trusted partner clients rely on for clarity, consistency, and results — turning a complex onboarding into a smooth, professional experience that sets the tone for long-term success.

Skills Required

• Customer Support - Expert
• Other Project Management - Intermediate
• Sales - Intermediate
• Customer Service - Expert
• Technology - Expert
• Business Communication - Expert
• Time Management - Expert

Attachments

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