Client Success Manager

Client Success Manager – Join Our Fast-Growing Team at ID Tech Solutions!

Are you ready to grow your career at a fast-paced, award-winning company? At ID-Tech Solutions, we’re not just another IT & Low Voltage service provider – we’re a team driven by a shared passion for helping others and making technology work better for our clients.

About the Role

The Client Success Manager is the primary owner of the client relationship — responsible for day-to-day communication, account health, retention, and organic revenue growth within an existing client portfolio. This role blends the coordination and relationship management of a traditional Account Manager, the health-monitoring and churn-prevention focus of a Customer Success Manager, and the revenue instinct of a Business Development Manager — all applied exclusively within the existing client base.

The right person for this role is equally comfortable running a quarterly business review, spotting an upsell opportunity from a support ticket, and owning a client health score end-to-end. They do not chase new logos — they make existing accounts grow. The ideal candidate possesses deep cultural competency with the unique business practices, operational norms, and holiday schedules of the Orthodox Jewish corporate and community sectors.

What you'll own:



Client Relationships & Day to Day Management

• Serve as the primary point of contact for an assigned portfolio of clients

• Conduct regular touchpoints and proactive check-ins to maintain strong relationships

• Coordinate and facilitate Quarterly Business Reviews (QBRs) in conjunction with TAMs.

• Manage client escalations with professionalism, cultural nuance, and appropriate internal coordination.

• Own internal follow-ups to ensure client commitments are met on time

• Adapt communication and account management approaches to align with each client's unique corporate culture and business practices.

• Plan client interactions and follow-ups with consideration for business rhythms, operational norms, and key calendar observances within the local market.

Account Health & Retention

• Own and maintain client health scores (CSAT, NPS, engagement signals)

• Identify at-risk accounts early and lead churn prevention efforts

• Build and manage structured feedback loops between clients and internal teams

• Track client satisfaction trends and report on portfolio health regularly

• Ensure clients are fully onboarded, activated, and realizing value from services

Growth & Revenue Expansion for Existing Accounts

• Identify and pursue upsell and cross-sell opportunities within the existing client base

• Own Net Revenue Retention (NRR) targets — not responsible for net-new MRR from new clients

• Recognize and develop expansion opportunities such as new server provisioning or additional site onboarding for existing clients

• Build and manage an internal pipeline of account expansion opportunities

• Collaborate with technical and delivery teams to scope and propose expansion solutions

What Success Looks Like

• High client retention rate across your portfolio

• NRR growth driven by upsells and expansions — not new logo acquisition

• Clients proactively bring you new opportunities before looking elsewhere

• Health scores are current, accurate, and acted upon

• QBRs run smoothly and result in documented next steps and expansion conversations

• Escalations are handled gracefully with minimal client disruption

Schedule

• This is an in-person, full-time exempt position in our Lakewood, NJ office. Employees are expected to manage their schedules to fulfill role responsibilities and company needs, which may occasionally require work outside standard business hours.

Knowledge of and alignment with Jewish holiday calendars and Friday afternoon business closures is highly valued for portfolio management.

What we Offer

• $100,000 base salary + performance bonus tied to NRR and retention metrics

• Health, dental, vision, 401k benefits

• PTO and paid holidays.

•Clear growth path toward Senior CSM, or Director of Client Success.

•Collaborative, client-first culture with direct access to leadership

•Ongoing training and professional development in client success and growth strategies

EEO Statement:

ID-Tech Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Accommodation:

If you require reasonable accommodation during the application process, please contact us at [email protected] or 718-408-9199.

Requirements

Qualifications

• 3+ years of experience in Account Management, Customer Success, or a similar client-facing role

• Demonstrated ability to manage a portfolio of accounts and drive retention

• Experience identifying and closing upsell or expansion opportunities within existing accounts

• Strong communicator with the ability to translate technical and operational topics for clients

• Proficiency with CRM tools and health tracking platforms

• Highly organized with the ability to manage multiple accounts and priorities simultaneously

• Strong cultural competency and experience working closely with the Lakewood/regional Jewish business community.

Nice to Have

• Experience in managed services, SaaS, LaaS, or digital infrastructure

• Familiarity with server environments, site migrations, or technical onboarding processes

• Background working cross-functionally with technical, support, and delivery teams

• Fluency or professional proficiency in Yiddish or Hebrew" (if applicable to your specific client base)