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Our mission: to manage our clients’ technology and mitigate cyber risks so they don’t have to.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"white-space:pre-wrap;\">Role Summary:</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">The Client Success Manager (CSM) is the trusted advisor and face of the company. You will focus on retaining, supporting, and growing our current client base. Collaborating across internal teams, you will guide clients from sales handover through onboarding, service optimization, and ongoing expansion—ultimately driving positive business outcomes and long-lasting partnerships.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"white-space:pre-wrap;\">Key Responsibilities:</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:7pt;white-space:pre-wrap;\">&nbsp;&nbsp;&nbsp;&nbsp; </span><b><strong style=\"white-space:pre-wrap;\">Relationship Management: </strong></b><span style=\"white-space:pre-wrap;\">Serve as the main point of contact, navigate products/services, and track measurable objectives. Conduct regular Executive Business Reviews (EBRs) with key stakeholders.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:7pt;white-space:pre-wrap;\">&nbsp;&nbsp;&nbsp;&nbsp; </span><b><strong style=\"white-space:pre-wrap;\">Onboarding &amp; Service: </strong></b><span style=\"white-space:pre-wrap;\">Lead new clients through onboarding. Act as a subject matter expert on service delivery and current solution offerings.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:7pt;white-space:pre-wrap;\">&nbsp;&nbsp;&nbsp;&nbsp; </span><b><strong style=\"white-space:pre-wrap;\">Retention &amp; Growth: </strong></b><span style=\"white-space:pre-wrap;\">Own the renewal process to maximize contract value. Proactively manage at-risk profiles with Quality Improvement Plans (QIPs). Identify \"white space\" expansion opportunities to drive additional revenue.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:7pt;white-space:pre-wrap;\">&nbsp;&nbsp;&nbsp;&nbsp; </span><b><strong style=\"white-space:pre-wrap;\">Advocacy &amp; Feedback: </strong></b><span style=\"white-space:pre-wrap;\">Manage NPS campaigns, capture feedback, identify promoters for case studies, and conduct in-depth reviews of client concerns.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"white-space:pre-wrap;\">Success Measures (Departmental KPIs):</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:7pt;white-space:pre-wrap;\">&nbsp;&nbsp;&nbsp;&nbsp; </span><span style=\"white-space:pre-wrap;\">Portfolio Net Uplift (PNU) greater than 10% (MRR increases and renewals).</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:7pt;white-space:pre-wrap;\">&nbsp;&nbsp;&nbsp;&nbsp; </span><span style=\"white-space:pre-wrap;\">Total \"controllable\" churn and compression less than 5%.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:7pt;white-space:pre-wrap;\">&nbsp;&nbsp;&nbsp;&nbsp; </span><span style=\"white-space:pre-wrap;\">90% of client portfolio maintained in \"good\" or \"average\" health status.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"white-space:pre-wrap;\">Requirements &amp; What You Bring:</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:7pt;white-space:pre-wrap;\">&nbsp;&nbsp;&nbsp;&nbsp; </span><b><strong style=\"white-space:pre-wrap;\">Experience: </strong></b><span style=\"white-space:pre-wrap;\">3+ years in client success or account management, ideally within MSPs, cybersecurity, or IT verticals.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:7pt;white-space:pre-wrap;\">&nbsp;&nbsp;&nbsp;&nbsp; </span><b><strong style=\"white-space:pre-wrap;\">Skills: </strong></b><span style=\"white-space:pre-wrap;\">Proven track record of turning detractors into advocates, driving client results, and navigating complex organizations.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:7pt;white-space:pre-wrap;\">&nbsp;&nbsp;&nbsp;&nbsp; </span><b><strong style=\"white-space:pre-wrap;\">Attributes: </strong></b><span style=\"white-space:pre-wrap;\">Proactive mindset, calm under pressure, team-oriented, resourceful, high integrity, and excellent attention to detail.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"white-space:pre-wrap;\">Benefits:</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Competitive salary commensurate with experience • Comprehensive health, dental, and vision insurance • 401(k) retirement plan with company match • Paid time off and holidays • Professional development opportunities.</span></p>",
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