Job Description

Company Information

At Bit By Bit, we’ve been helping organizations thrive since 1987. Originally founded as a database application development and networking company, we’ve grown into a full-service IT firm and a recognized leader in delivering reliable, cost-effective managed IT services across the Tri-State area.

Our team specializes in building and managing solutions that solve critical business challenges. With a unique blend of business technology expertise, certified technicians, and proven processes, we provide our clients with tailored IT solutions that improve productivity, strengthen security, streamline communications, and reduce costs. Beyond technology, our culture is rooted in humility and curiosity, and our vision is simple: to help untangle people and process challenges so businesses can move forward with confidence.

The Client Success Manager serves as a trusted advisor to our clients, helping align technology services with business goals while driving client satisfaction, retention, and long-term success. This role ensures clients feel consistently supported, informed, and confident in our partnership through proactive communication, strategic and actionable Customer Business Reviews, and effective collaboration between clients and internal teams. The Client Success Manager plays a key role in maintaining high levels of client satisfaction, retention, and engagement by ensuring issues are escalated and resolved efficiently with strong follow-through.

Duties and Responsibilities

• Lead regular client meetings, including Customer Business Reviews (CBRs), operational reviews, and strategic planning discussions.

• Serve as the primary relationship manager for assigned client accounts, ensuring high levels of client satisfaction and engagement.

• Act as a liaison between clients and internal teams including Helpdesk, Engineering, Security, Projects, and Leadership.

• Monitor client health, service trends, ticket activity, and engagement metrics to proactively identify risks and opportunities.

• Coordinate and manage client onboarding activities to ensure a smooth transition into managed services.

• Help clients understand service offerings, security recommendations, project roadmaps, and technology best practices.

• Drive accountability internally by following up on open issues, escalations, projects, and client concerns.

• Identify opportunities for process improvement and enhanced service delivery.

• Maintain accurate documentation of client meetings, action items, and strategic initiatives within CRM and ticketing systems.

• Support account growth by identifying additional client needs and collaborating with the sales and leadership teams.

• Stay informed on evolving technology, cybersecurity trends, and MSP best practices.

Requirements

Required

• 3+ years of experience in Client Success, Account Management, Customer Experience, or MSP account management.

• Strong communication and presentation skills with the ability to lead executive-level client conversations.

• Experience conducting Customer Business Reviews (CBRs) or customer strategy meetings.

• Ability to build trust and maintain strong long-term client relationships.

• Strong organizational and project coordination skills with the ability to manage multiple priorities simultaneously.

• Comfortable working in a fast-paced technology services environment.

• Analytical mindset with the ability to review service metrics and identify trends.

• Professional, proactive, and solutions-oriented approach.

• Experience with CRM, PSA, ticketing, and Microsoft Office platforms preferred.

• MSP or IT services industry experience strongly preferred.

Preferred

• Familiarity with cybersecurity concepts, managed IT services, cloud technologies, and Microsoft 365 environments.

• Experience working with technical teams and translating technical concepts into business-friendly language.

• Understanding of service delivery, escalations, and client lifecycle management.

Benefits

Compensation & Benefits

• Salary: $1,800-2,500 per month (Philippines), $1,200-2,000 per month (Indonesia)
• 2 Weeks of vacation

• Additional benefits for Indonesia include medical, dental, paid vacation, and retirement plan

Working Conditions

• Location: Remote

• Schedule: Full-time, with potential after-hours or on-call responsibilities based on security incidents

• Work Environment: Fast-paced MSP environment supporting multiple client infrastructures