Client Success Manager

Join one of the nation's top-ranked Managed Service Providers.

PCH Technologies is a premier Managed Service Provider (MSP) headquartered in Philadelphia, PA. For 29 years, we've delivered enterprise grade cybersecurity, AI-powered solutions, and IT services to businesses across the Greater Philadelphia region and beyond. Ranked on the Channel Futures MSP 501 list for 7 consecutive years and SOC 2 certified.

About the Role

We're hiring a Client Success Manager to own and grow relationships with our existing client portfolio. Reporting directly to the Director of Client Success, you'll serve as the trusted technology advisor for a portfolio clients, ensuring they receive maximum value from PCH's cybersecurity, AI, and IT solutions.

This is NOT a cold-calling sales role. This is a strategic, relationship-first position where you'll conduct business reviews, lead annual cybersecurity and technology assessments, identify organic growth opportunities, and act as the voice of the client inside PCH.

Compensation

Total On-Target Earnings (OTE): $90,000 – $115,000

· Base Salary: $75,000 – $90,000 per year

· Commission: $15,000 – $25,000 annually (client retention, upsell/cross-sell, MRR growth)

What You'll Do

Client Relationship Management

· Serve as the primary point of contact for a portfolio of managed clients

· Build and maintain trusted advisor relationships with client executives and key stakeholders

· Conduct business reviews presenting performance metrics, recommendations, and strategic roadmaps

· Lead annual technology assessments including budgeting, risk scoring, and planning

· Achieve a client retention rate of 95%

Strategic Growth & Revenue

· Identify and close organic upsell/cross-sell opportunities within your portfolio (cybersecurity upgrades, AI tools, cloud migrations, compliance solutions)

· Grow Monthly Recurring Revenue (MRR) annually across your accounts

· Scope and quote cybersecurity and IT projects in collaboration with the internal project engineering team

· Prepare proposals, SOWs, and presentations tailored to each client's business needs

Client Advocacy & Internal Coordination

· Act as the voice of the client, escalate issues, ensure SLAs are met, and drive service improvements

· Coordinate with helpdesk, projects, and cybersecurity teams to resolve client issues

· Partner with the onboarding team to deliver a seamless new client experience

· Maintain detailed records of all client interactions and account activities in our CRM/PSA platform

Thought Leadership & Client Education

· Collaborate with marketing to deliver client-facing cybersecurity and AI educational events (webinars, lunch-and-learns, roundtables)

· Stay current on cybersecurity threats, AI trends, compliance requirements, and emerging technologies

· Represent PCH at networking events, industry conferences, and client appreciation functions

Required Qualifications:

· 3–5 years of account management, client success, or strategic relationship management experience

· Experience in IT services, MSP, cybersecurity, SaaS, or B2B technology environments

· Proven ability to manage client accounts simultaneously while maintaining high satisfaction

· Strong executive communication skills, comfortable presenting to C-suite and business owners

· Experience conducting business reviews, technology assessments, or strategic planning sessions

· Proficiency with CRM platforms (HubSpot, Salesforce, ConnectWise, or similar)

· Expert-level proficiency in Microsoft 365 (Word, Excel, PowerPoint, Teams, Outlook)

· Self-motivated, organized, and able to prioritize competing demands with minimal supervision

· Valid driver's license and reliable transportation for client visits within the Greater Philadelphia region

· Bachelor's degree in Business, IT, Communications, or related field — or equivalent professional experience

Preferred Qualifications (Nice-to-Haves):

· Direct experience at a Managed Service Provider (MSP) or IT consulting firm

· Familiarity with PSA tools (ConnectWise Manage, Autotask/Datto) and RMM platforms

· Understanding of cybersecurity frameworks (NIST, CIS, CMMC) and compliance requirements (HIPAA, PCI-DSS)

· Experience and proficiency with AI powered business tools and cloud platforms

What PCH Offers You

· Competitive base salary uncapped commission potential

· Health, dental, and vision insurance

· 401(k) with company match

· Unlimited PTO plan and paid holidays

· Hybrid work flexibility

· Professional development budget and certification support

· Stable, growing company 29 years in business, 7x MSP 501 ranked, SOC 2 certified

· Collaborative, team-oriented culture led by experienced leadership

Why PCH Technologies?

· Elite MSP Status:

· Ranked #80 globally on the Channel Futures MSP 501, top 1% of MSPs worldwide

· SOC 2 Type II certified, a standard most competitors haven't achieved

· 29 years of continuous operation, stability in a volatile industry

· Investing in AI and next-generation cybersecurity, you'll be at the forefront of where the industry is heading

· A leadership team that values client relationships

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) 6% Match
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance
• Work from home

Application Question(s):

• Do you have professional experience working in IT services, managed services (MSP), cybersecurity, SaaS, or B2B technology?
• Are you comfortable presenting to and communicating with C-suite executives, business owners, and senior leadership at client organizations?

Experience:

• account management, client success, or B2B client: 2 years (Preferred)

Ability to Commute:

• Pennsauken, NJ 08109 (Preferred)

Work Location: Hybrid remote in Pennsauken, NJ 08109

Salary : $15,000 - $25,000