Job Description

Client Success Manager (CSM)

About Techfive

Techfive is a fast-scaling MSP and cybersecurity company focused on helping businesses modernize, secure, and automate their IT operations. We're part of a larger vision -- building systems-driven companies through T5 Capital, where leadership, not luck, drives scale.

We move fast, think strategically, and operate with ownership. Every role here impacts how we grow -- sustainably, profitably, and with intention.

Role Overview

We're hiring a

Client Success Manager (CSM)

to lead the client-facing side of Techfive -- ensuring retention, renewals, and satisfaction across all accounts.

You'll guide our Technical Account Managers (TAMs), Inside Sales, and vCIOs, aligning business strategy with delivery execution. The CSM owns the

client lifecycle

-- from onboarding to renewal -- ensuring every client sees measurable business value from their IT investment.

This is a leadership role with both

strategic and hands-on

responsibilities. You'll build systems, coach people, and protect client relationships -- all while scaling the success function for growth and eventual leadership-light operation.

What You'll Be Doing

Lead & Coach

the Client Success team (TAMs, vCIOs, Inside Sales) -- creating clarity, accountability, and rhythm.

Own Renewals & Retention

-- manage renewals, pricing, and QBRs while driving upsells and adoption across services.

Client Engagement

-- serve as an executive point of contact for strategic clients and escalations.

Operational Alignment

-- collaborate with Service Management to balance delivery capacity and client expectations.

Drive Modernization & Security Adoption

-- help clients evolve through cloud, compliance, and automation initiatives.

Report & Improve

-- measure client success KPIs (retention, QBRs, NPS, revenue growth) and report outcomes to leadership.

Who You Are -

What It Looks Like at Techfive

Execution-First -

You move fast and get results without waiting for permission.

Leader & Coach -

You develop clarity, accountability, and ownership in others.

Strategic Communicator -

You can hold an executive conversation and simplify complexity.

Financially Savvy -

You understand renewals, margins, and client lifetime value.

Tech Fluent -

You speak the language of IT, cloud, and cybersecurity -- at the business level.

AI-Enabled -

You use AI tools and automation to increase productivity and insight.

Success Metrics

Client Retention (% of recurring revenue YOY) Renewal Accuracy & Timeliness QBR Completion Rate & Roadmap Adoption Client Satisfaction (CSAT/NPS) Team Responsiveness & Throughput

Preferred Certifications & Training

Required (within 12 months):

ITIL Foundation, Microsoft Fundamentals (MS-900, AZ-900, or SC-900)

Recommended:

CSM certification, vendor account management programs (Microsoft, Dell, HP)

Bonus:

Leadership or business training (Situational Leadership, executive comms, financial management)
Job Type: Full-time

Pay: $65,000.00 - $85,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off
Work Location: In person