Project Manager/Customer Success Manager

Job Title: Project Manager/Customer Success Manager

We are seeking a highly motivated and results-driven individual to serve as our Project Manager/Customer Success Manager. This role is ideal for a Help Desk Manager or Service Desk Leader looking to expand into project management and customer success.

You will leverage your experience managing tickets, teams, and escalations to drive successful project delivery, improve customer outcomes, and build long-term client relationships

This is a highly visible, client-facing role that bridges Service Desk Operations, Engineering, and Customer Success.

Key Responsibilities: 

Project Management:

• Manage IT projects from kickoff through completion (onboarding, migrations, upgrades, security rollouts)
• Develop and maintain project plans, timelines, and documentation
• Coordinate across internal teams (sales, engineering, service desk, operations) to ensure smooth execution
• Identify risks, manage scope, and proactively communicate changes
• Ensure clean handoff from project completion to ongoing support

Customer Success & Account Management:

• Serve as point of contact for customers
• Build trusted relationships with key stakeholders and decision-makers
• Translate technical details into business-friendly communication
• Manage escalations and ensure timely resolution
• Deliver regular customer updates and business reviews (QBRs)
• Identify risks, improvement opportunities, and growth potential

What Makes This Role Unique:

This role is designed for candidates transitioning from Help Desk / Service Desk leadership into a strategic, customer-facing position.

You will:

• Move from reactive ticket management → proactive customer ownership
• Shift from internal operations → external relationship management
• Expand from execution → strategic planning and client advisory
• Influence both project outcomes AND long-term customer success

Required Experience:

• Prior experience working for a Managed Service Provider (MSP)(required)
• Demonstrated ability to manage multiple priorities and customers simultaneously
• Experience in a Help Desk Manager, Service Desk Lead, or Senior Support role
• Strong understanding of:
  • Ticketing systems (e.g., ConnectWise or similar)
  • SLAs, escalations, and service delivery workflows
  • IT infrastructure (servers, networking, firewalls, cloud platforms)

Preferred Experience:

• Exposure to project management (formal or informal)
• Experience participating in customer onboarding, migrations, or major IT initiatives
• Familiarity with MSP service models (MSA/SOW, recurring services vs. projects)
• Data analysis and reporting (QBRs, KPI tracking, customer health metrics)

Skills:

• Customer-first mindset with strong empathy and accountability
• Excellent communication—ability to translate technical concepts into business value
• Strong organization and time management skills
• Problem-solving and decision-making under pressure
• Process-driven and detail-oriented

• Ability to manage scope, expectations, and difficult conversations

Success Indicators in this Role:

• Projects delivered on time, within scope, and with high customer satisfaction
• Reduction in escalations through proactive communication
• Strong customer retention and relationship growth
• Clear, consistent communication across internal teams and clients
• Successful transition of customers from project to support

Job Type: Full-time

Salary: $85K-$95K based on experience 

Benefits: Dental insurance, Health insurance, Vision Insurance, Life insurance, PTO, and 401(k)

Schedule: Monday to Friday

Work Location: In-Person: Boca Raton, FL OR West Caldwell, NJ OR Cherry Hill, NJ OR Melville, NY OR Brooklyn, NY33487

EEO Statement:
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Salary : $85,000 - $95,000