IT Client Success Manager

BEL Network Integration & Support (BELNIS) is a Virginia-based Managed Service Provider founded in 1989. We serve small-to-mid-sized businesses across central Virginia, delivering managed IT, cybersecurity, and a growing Compliance-as-a-Service (CaaS) practice that includes compliance advisory, cyber liability readiness, and regulatory compliance support (SOC 2, HIPAA, NIST CSF). We are a team of five — meaning every role here is high-impact and highly visible

The MSP Client Account Manager is the primary relationship owner for BELNIS clients. This is not a passive “check-in” role — it is a strategic position that bridges service delivery and business development. As BELNIS expands its Compliance-as-a-Service offerings, the Account Manager will serve as the primary messenger for our compliance program, translating regulatory requirements and security posture into language executives understand and act on. This position will work remote most days, in the office on Tuesdays and travel as needed to client sites. Base salary is 54k-66k with bonus eligibility of approximately an additional 20k annually.

Client Relationship Management

• Serve as the named relationship owner for an assigned book of SMB clients across central Virginia providing client health assessments and proactive outreach.
• Facilitate onboarding for new clients, establishing expectations, escalation paths, and initial technology roadmaps.
• Lead and resolve client concerns and conflicts in a professional, solution-oriented manner.
• Perform exit interviews and ensure compliant, documented offboarding when client relationships conclude.

Strategic Business Reviews (SBRs)

• Own the end-to-end SBR (Strategic Business Review) process for all assigned accounts: scheduling, preparation, facilitation, and follow-through.
• Compile and present data-driven SBR decks using ScalePad Lifecycle Manager, ConnectWise PSA ticket data, and security posture inputs from the vCISO lead.
• Present technology lifecycle data (device age, warranty status, end-of-life risk) alongside compliance posture and cybersecurity readiness.
• Translate vCISO quarterly outputs — vulnerability scan summaries, patch compliance metrics, insurance readiness indicators — into accessible executive-level narratives.
• Document action items and commitments, follow up within five business days of each SBR, and track items through resolution in ConnectWise.

Compliance-as-a Service (CaaS) Account Support

BELNIS is actively building a CaaS practice. The Account Manager is the client-facing voice of this program and must be conversant in its value proposition:

• Identify clients who are at risk of cyber insurance non-renewal, under regulatory pressure, or approaching audit deadlines and escalate to the vCISO lead.
• Position BELNIS’s two-tier compliance program during SBRs and routine account conversations.
• Communicate the value of compliance advisory services in business terms — premium reduction, contract eligibility, audit readiness — not technical jargon.
• Partner with the vCISO lead to coordinate deliverable calendars (quarterly security briefings, policy reviews, tabletop exercises) and ensure clients receive contracted services on time.
• Monitor the compliance pipeline and flag upsell opportunities for compliance engagement to leadership.

Contract, Revenue & Renewal Management

• Oversee all contract renewals for assigned accounts, initiating the process no less than 90 days before expiration and lead the renewal negotiations with a focus on retaining and growing managed services and compliance MRR (Monthly Recurring Revenue).
• Ensure accurate, timely billing by coordinating with the Service Manager and reviewing monthly invoices for discrepancies.
• Maintain updated revenue forecasts and communicate changes to leadership proactively.
• Align service scope and pricing recommendations with client budget realities while defending BELNIS’s value.

Internal Coordination & Team Alignment

• Host or contribute to weekly internal account status meetings, briefing engineering and service teams on client priorities, upcoming projects, and risk flags.
• Coordinate resource allocation with project leads for upcoming client-facing work.
• Deliver structured client feedback to the service team and leadership to drive continuous improvement.
• Ensure ConnectWise PSA (Professional Services Automation, ticketing system and client relationship manager) accounts are current — contacts, agreements, site data, and opportunity records maintained to team standards.

Qualifications

• 3 years of account management experience in a managed services, IT consulting, or technology services environment.
• Demonstrated experience conducting Strategic or Quarterly Business Reviews with SMB executives.
• Comfortable discussing cybersecurity and compliance concepts at a business level (cyber insurance, NIST CSF, HIPAA, and other compliance frameworks) — deep technical expertise not required.
• Proficiency with a PSA platform; ConnectWise Manage strongly preferred.
• Strong written and verbal communication skills with the ability to simplify complex topics for non-technical audiences.
• Demonstrated ability to manage multiple accounts simultaneously with attention to follow-through and deadlines.
• Virginia driver’s license and reliable transportation for local client visits.
• Ability to utilize AI to analyze data and generate reports and client facing documents.

Preferred Qualifications

• Familiarity with ScalePad Lifecycle Manager, NinjaOne, or similar RMM/asset management tools.
• Experience supporting or selling compliance services (vCISO, GRC, cyber liability readiness programs).
• Background in industries common to central Virginia SMB market: healthcare, real estate, nonprofit, professional services, or defense subcontracting.
• Experience in a small MSP environment where cross-functional collaboration and wearing multiple hats is standard.

Pay: $54,000.00 - $66,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: Hybrid remote in Chester, VA 23831

Salary : $54,000 - $66,000