Client Success Manager - IT Services

THE OPPORTUNITY 
At MYITCREW, we don't just serve clients — we partner with them. As a Client Success Executive, you'll be the strategic quarterback for your assigned accounts: the single point of accountability for relationship health, business growth, and technology alignment across the client lifecycle.  
 
Your portfolio will focus on MYITCREW's Healthcare, Manufacturing, and other accounts.  Many of our clients are complex, multi-location operators where the depth of the relationship is everything. As we continue to grow our practice and expand our account management team in our focused verticals, you'll be joining at a moment when your work will directly shape how we serve and retain these clients. They don't want a vendor rep — they want a strategic partner who understands their business, earns their trust, and helps them build a technology roadmap that supports their mission. That is the first and most important thing you will do in this role.  
  
WHAT YOU'LL DO 
Client Strategy & Relationship Management — Primary Focus  
•    Serve as the single point of accountability for assigned clients — proactive, strategic, and always a step ahead  
•    Own the client relationship at every level of the organization — from the CEO, COO, CFO, Administrators, and front line staff.  Lead recurring Strategic Business Reviews (SBRs), build annual IT roadmaps tied to each client’s operational goals, and develop the kind of trust that makes MYITCREW indispensable — not just a vendor on contract.  
•    Anticipate client needs through data and relationship cues — surfacing and resolving concerns before they escalate   
  
Revenue Growth & Expansion  
•    Identify and close expansion opportunities: hardware refreshes, infrastructure upgrades, licensing, and project work  
•    Quote and scope solutions in partnership with the Solutions Architect and TAM teams — moving opportunities from finding to proposal to signed approval  
•    Translate technical findings into business conversations: connecting infrastructure recommendations to operational outcomes, risk reduction, and ROI  
  
Lifecycle & Renewals  
•    Own the lifecycle calendar for each account — warranties, licensing renewals, and contract timelines  
•    Present lifecycle and budget updates as part of proactive roadmap conversations, not reactive fire drills  
  
Escalation & Cross-Functional Execution  
•    Serve as the non-technical escalation point for service concerns — facilitating internal resolution across Service, TAM, and Project teams  
•    Maintain clear communication with clients during escalations, ensuring transparency and continuity  
•    Partner with the TAM and Projects teams to execute on client initiatives and keep delivery aligned to commitments  
•    Partner with the Solutions Architect on complex client scoping — bringing technical depth into client conversations and ensuring recommendations are grounded in a sound, achievable plan before they are presented  
  
WHAT WE'RE LOOKING FOR 
•    7 years in a senior account management, client success, or client executive role — in managed services, IT services, or a related technology field  
•    Proven track record managing relationships with C-suite and VP-level buyers at complex, multi-site organizations  
•    Ability to understand the business implications of technology — what a failing environment costs an operator, and what a well-designed one enables — and articulate this clearly and without jargon to executive audiences  
•    Enough technical fluency to engage credibly with engineering teams, shape how findings are framed for clients, and lead the client conversation from there — you don't build the solution, but you understand why it matters  
•    Consultative, confident communicator — you ask good questions, listen well, and present recommendations with authority  
•    Organized and accountable: you manage a book of business with discipline and follow through on commitments  
•    Experience working with or within assisted living or skilled nursing facility (SNF) organizations is required — you understand the operational pressures, the regulatory environment, and the decision-making structures that define this world. Background on the operations side of healthcare (rather than exclusively IT) is a meaningful plus and preferred  
  
HOW WE MEASURE SUCCESS 
This role has clear performance expectations. You'll be measured on:  
•    Expansion revenue: quoting activity, pipeline, and closed-won opportunities  
•    Client retention rate across your assigned portfolio  
•    SBR and cadence call completion — are your clients engaged and on schedule?  
•    Lifecycle execution: clients with current roadmaps, renewals handled on time  
•    Client satisfaction scores tied to account-related interactions  
  
WHY MYITCREW  
•    We fix problems permanently — our root cause culture means clients trust us, and that trust is the foundation you'll build on  
•    A proactive technical team generates real findings and real opportunities — you'll walk in with material to work with  
•    Competitive compensation: Base salary range of $100,000 – $110,000 annually, depending on experience and qualifications. In addition, this role is eligible for performance-based commissions/bonuses, resulting in high on-target earnings (OTE). 
•    Health, dental, and vision benefits; PTO and paid holidays  
•    Leadership that is invested in making this role successful