What are the responsibilities and job description for the Customer Success Manager position at Nerds That Care?
Client Success Manager (CSM) – Nerds That Care
Location: Hauppauge, NY
Type: Full-Time
Department: Sales & Marketing
Reports to: Director of Sales & Marketing
💼 About Nerds That Care
At Nerds That Care, we’re more than just IT experts, we’re trusted advisors, strategic partners, and passionate problem-solvers. We deliver cutting-edge technology solutions with a human touch, helping businesses thrive through secure, scalable, and smart IT services.
🎯 Role Overview
We’re looking for a dynamic Client Success Manager (CSM) to join our growing team. This role is ideal for someone who thrives on building relationships, translating technical solutions into business value, and driving client satisfaction and retention.
As a CSM, you’ll serve as the strategic adviser and relationship manager for our clients, ensuring their IT services align with business goals and deliver measurable impact.
🔑 Key Responsibilities
- Strategic Planning: Develop tailored IT roadmaps that align with client objectives.
- Relationship Building: Foster long-term trust through regular check-ins and strategic reviews.
- Service Oversight: Ensure service delivery meets SLAs and client expectations.
- Technical Translation: Bridge the gap between technical teams and business stakeholders.
- Budgeting & Forecasting: Guide clients in planning IT spend and demonstrating ROI.
- Contract Management: Handle renewals, expansions, and pricing discussions.
- Daily Engagement:
- Collaborate with engineers and vendors on project timelines.
- Identify upselling/cross-selling opportunities.
- Prepare proposals and quotes.
- Maintain CRM summaries and client engagement metrics.
📊 Success Metrics
- Client engagement frequency
- Revenue growth per account
- Client satisfaction scores (CrewHu / CSAT)
- Retention and renewal rates
- Project delivery success
🧠 Technical Fluency
While hands-on technical work isn’t required, CSMs should be fluent in Nerds That Care’s service offerings—including unlimited support, cloud solutions, cybersecurity, VoIP, and backup systems—and able to confidently discuss solutions with clients.
🙌 Why Join Us?
- Collaborative, fast-paced environment
- Opportunity to shape client strategy and success
- Access to cutting-edge tools and training
- A team that values innovation, integrity, and impact