What are the responsibilities and job description for the Client Success Manager position at Natural Networks, Inc.?
Position Title: Client Success Manager
Location: San Diego, CA (Hybrid)
Employment Type: Full-Time, mid-level
Reports To: CEO
About Us:
Based in San Diego, Natural Networks helps businesses harness technology to grow, innovate, and stay secure. We provide Managed IT services, Cybersecurity, and cloud solutions designed to keep clients agile and secure in a constantly evolving digital world.
Our approach is simple: understand each client’s needs and deliver solutions that actually make a difference. From strengthening cybersecurity to streamlining IT operations, we empower organizations to reach their goals without the tech headaches.
We’re looking for talented, curious, and motivated individuals to join our team. If you love technology and want to make a real impact, Natural Networks is the place to grow your career.
Position Summary
The CSM is responsible for owning client relationships, ensuring client satisfaction, retention, and account growth across assigned MSP accounts. This role acts as the strategic business liaison, not technical support, helping clients understand the value of managed services, align technology strategies with their business goals, and proactively identify opportunities.
They coordinate with service delivery, project teams, and leadership to maintain strong client relationships, renew contracts, and support expansion revenue.
Key Responsibilities:
Client Relationship & Retention
- Serve as primary business contact for assigned clients
- Conduct Quarterly, Biannual, and Annual Business Technology Reviews
- Monthly Check-Ins with key accounts
- Monitor client satisfaction and proactively address concerns
- Grow Google Business reviews & Referrals
- Develop trusted advisor relationships with the decision makers
Account Growth
- Identify upsell & cross-sell opportunities that will benefit the client’s business
- Present technology roadmaps aligned to budgets
- Support renewal discussions & pricing adjustments
Operational Coordination
- Gather client feedback and translate into actionable requests
- Partner with IT Support Manager, Project Manager, and CTO for service delivery alignment
- Oversee Onboarding of new clients
Data, Reporting & Documentation
- Document client goals, IT roadmap status, and meeting notes in CRM
Required skills:
- 2 years of account management, client success, or consulting
- Excellent problem-solving and analytical ability
- Ability to understand and communicate technical concepts
- Detail-oriented & organized
- Client-centric mindset with a passion for delivering exceptional customer experiences
- Strong business communication & relationship-building skills
- Experience with CRM software
Preferred skills:
- Basic understanding of IT services: networks, endpoints, cloud, security
- Familiarity with MSP industry
- Project management skills
- Willingness to learn
- Enthusiasm for staying up-to-date with industry trends and best practices
Compensation & Benefits:
- Competitive salary - Base commission structure depending on experience
- Comprehensive benefits package, including health insurance, paid time off, and opportunities for career advancement.
- Professional development and training opportunities to support your growth within the company.
Join Us
If you are passionate about customer relationships and eager to make an impact, we want to hear from you! Apply today and start your journey with a company that values innovation, client satisfaction, and employee development.
Job Type: Full-time
Pay: From $26.00 per hour
Expected hours: 40 per week
Application Question(s):
- Do you have experience in client relationships with an IT firm?
- Which CRM have you used in the past for sales and lead development efforts?
Experience:
- IT sales and lead generation: 1 year (Preferred)
Ability to Commute:
- San Diego, CA 92121 (Required)
Work Location: Hybrid remote in San Diego, CA 92121
Salary : $26