Customer Success Manager / IT Account Manager (MSP)

Landshark Recruiting is a growing Managed Service Provider seeking a Customer Success Manager / IT Account Manager to own client relationships and serve as the primary point of contact for managed clients. The role focuses on strategic account management, client satisfaction, and long-term retention, partnering closely with engineering and project teams to align technology with business goals.

Responsibilities:

• Serve as the primary relationship owner for a portfolio of MSP clients
• Build trusted relationships with business owners, executives, and key stakeholders
• Lead quarterly business reviews (QBRs) and strategic conversations focused on outcomes, and growth
• Understand client goals, challenges, and pain points to guide technology strategy
• Collaborate with technical teams to deliver proactive recommendations and roadmaps
• Advocate for clients internally and ensure clear communication on projects, priorities, and updates
• Monitor overall account health, satisfaction, and renewal risk
• Maintain accurate account documentation, notes, and planning details in CRM tools

Requirements:

• 3+ years in a client-facing role within an MSP or IT services environment REQUIRED
• Background in account management, customer success, or IT service delivery
• Strong communication skills and executive presence
• Ability to think strategically about technology without being hands-on technical
• Comfortable working cross-functionally with engineers and leadership
• Organized, proactive, and client-first in approach
• MSP tools experience (ConnectWise, CRM platforms, lifecycle or reporting tools)