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 were not just another IT & Low Voltage service provider were 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 Client 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.

What youll 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 escalations with awareness and professionalism routing internally as needed

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

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.

What we Offer

$75000 - $90000 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 address or phone number.

Requirements:

Qualifications

3 years of experience in Account Management Client 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

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