Client Success - Market Manager

About In-Telecom

In-Telecom is a growing company with a great team that provides exceptional service who is looking for eager professionals to join the team.

In-Telecom is a Louisiana-based company, founded in 2009 as a consulting and business telephone system solution provider. Since then, we have evolved into a full-service technology company providing customized solutions for cloud telephone, voice over IP, managed IT services, video conferencing, cyber security & data backup, physical security, internet services, and more. We attribute much of our success to the ability to provide the best customer experience and technical expertise, thus becoming the singular solution provider for our customers.

Position Overview:

Lead. Sell. Grow.

In-Telecom is seeking a Client Success – Market Manager (LA) to oversee Client Success Managers across the assigned market. This is a high-impact, sales-forward leadership role responsible for coaching, mentoring, protecting culture, and holding the team accountable to performance standards while driving retention, growth, and client satisfaction across some of our most valuable accounts. Unlike other roles within the department, this position is fully focused on team leadership and does not carry an individual account portfolio.

Core Responsibilities:

Team Leadership & Development

• Lead, coach, and develop Client Success Managers at all levels while modeling best-in-class performance.
• Conduct regular 1:1s and market L10 meetings
• Manage PTO schedules, performance evaluations, and morale; enforce accountability when needed.
• Foster a culture of ownership, continuous improvement, and client-first mindset.
• Establish and refine workflows and best practices to ensure consistent delivery of activities determined by Director

Strategic Account Oversight

• Act as an initial escalation point for complex issues, orchestrating resources for quick resolution.
• Conduct regular business reviews with key clients alongside CSMs to discuss performance, metrics, and future goals, when Director cannot.
• Execute on client value-driven activity strategies developed by leadership
• Ensure a seamless client journey from onboarding to long-term retention by collaborating with Sales and Operations.

Revenue Accountability

• Own revenue goals for the assigned market by ensuring CSMs meet or exceed retention and growth targets.
• Drive account growth outcomes by supporting upsell, cross-sell, and renewal opportunities within CSM portfolios.
• Track and manage forecast revenue from renewals and expansions across the market.
• Leverage data to predict churn risks, identify expansion opportunities, and influence lifetime value.

Operational Oversight

• Ensure team execution of daily, weekly, monthly, and quarterly responsibilities.
• Guide the team in prioritizing work based on outcomes and client/business impact.
• Keep track of KPIs and report performance to the Director of Client Success.

Client Advocacy & Collaboration

• Advocate for both client and team needs; translate feedback into actionable insights.
• Provide feedback to the Director on market trends, competitor activity, and service gaps.
• Partner cross-functionally with Sales, Ops, Engineering, Marketing, and Product to ensure seamless service delivery.
• Help CSMs communicate new offerings (cloud telephony, cybersecurity, managed IT) effectively to clients.
• Influence product adoption, client satisfaction, and reference ability across accounts.

Physical Demands:

This position will require lifting, twisting, standing, bending, sitting or crouching at least 90% of the time. Frequent use of a phone and keyboard will be repetitive. The employee will be required to travel from time to time and must be willing to work various shifts to accommodate the needs of company events. The employee must be able to lift and carry items up to 20 pounds.

Work Environment:

The nature of this position will require the employee to work in various elements (Inside, Outside, Sitting, Standing, etc. and in various temperatures)

Minimum Qualifications:

• 5–7 years in Client Success, Account Management, or related role.
• At least 2 years leading/managing a team with revenue responsibility.
• Proven experience hitting or exceeding revenue/retention targets.
• Growth mindset, with a passion for the client experience
• Extremely well organized, detailed-oriented, results driven, and highly self-motivated
• Strong analytical, decision-making, and problem-solving abilities
• Ability to balance multiple priorities and provide solutions

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or a related Field
• 3-5 years in an IT technical position with an understanding of PBX, VoIP, and IT (networking, MS products, Fortinet firewalls, switches and APs, Cyber Security)
• MSP experience strongly preferred.
• Proficiency with Salesforce, ConnectWise Manage, and ticketing systems.
• Previous sales experience.

In-Telecom Consulting, LLC is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.