Client Success Manager

A growing IT and low-voltage services company is seeking a full-time Client Success Manager to join its team. This is a relationship-driven role focused on managing existing client accounts, driving retention, handling escalations, and helping clients grow their use of the company's services.

The Client Success Manager serves as the primary liaison between clients and internal teams, ensuring a seamless customer experience while identifying opportunities to expand relationships and increase account value. Most client interactions will be with schools and educational institutions, making strong communication, empathy, and relationship-building skills essential.

This position is ideal for someone who enjoys building long-term partnerships, solving problems, and helping clients succeed. While a basic understanding of technology is helpful, the company provides extensive training, and soft skills are valued more highly than technical expertise.

Responsibilities:

• Serve as the primary point of contact for an assigned portfolio of client accounts
• Build and maintain strong client relationships through regular touchpoints, proactive outreach, and ongoing account management
• Coordinate Quarterly Business Reviews (QBRs) and ensure documented follow-up on client commitments and action items
• Manage client escalations professionally and partner with internal teams to ensure timely resolution
• Monitor client health, satisfaction, engagement, and retention metrics, including client health scores and feedback trends
• Identify at-risk accounts early and proactively drive retention and churn-prevention efforts
• Ensure clients are successfully onboarded, actively engaged, and realizing value from services provided
• Build feedback loops between clients and internal teams to improve service quality and customer experience
• Identify and pursue upsell, cross-sell, and account expansion opportunities within the existing client base
• Own Net Revenue Retention (NRR) growth across assigned accounts through expansions and service adoption
• Collaborate with technical teams to scope and present upgrades, new solutions, and additional service opportunities
• Maintain an organized pipeline of account growth opportunities and accurate CRM documentation

Qualifications:

• 3+ years of experience in Client Success, Account Management, Customer Success, Relationship Management, or a similar client-facing role
• Fluent in both English and Yiddish
• Excellent communication, relationship-building, and interpersonal skills
• Strong organizational skills and attention to detail
• Ability to manage multiple clients and priorities simultaneously
• Professional, client-focused approach with strong problem-solving abilities
• Experience handling customer concerns and escalations with confidence and empathy
• Ability to work independently and collaboratively across teams
• Proficiency with Microsoft Office and CRM platforms
• Basic familiarity with IT, technology, managed services, SaaS, digital infrastructure, server environments, or technical onboarding processes is a plus

• Salary: $70,000 - $85,000 DOE
• Commission opportunities tied to client retention, account growth, and expansion revenue after 90 days
• Health insurance, 401(k), PTO, and paid holidays
• Monday-Thursday: 9:00 AM - 6:00 PM | Friday: 9:00 AM - 2:00 PM
• Comprehensive 1–2 month training program
• Clear growth path to Director of Client Success and future leadership opportunities

This organization is a trusted provider of IT and low-voltage technology solutions serving schools, healthcare organizations, real estate firms, and other businesses. The Client Success team currently consists of three Client Success Managers, and this hire will join the team while reporting directly to management. A strong performer will have the opportunity to grow into the Director of Client Success as the company continues to expand.

Location Note: The position is based in Lakewood, NJ. Candidates residing in Brooklyn are encouraged to apply but must be willing to commute to Lakewood for approximately the first 1-2 months of training and onboarding.

EEO Statement:

Topaz HR is an Equal Opportunity Employer, and we do not discriminate on the basis of race, color, religion, gender, national origin, age, disability, or any other status protected by applicable law. We value and are committed to creating an inclusive environment for all employees.

Please Note:

Topaz HR is conducting this search on behalf of one of our clients. The employer's name will be disclosed during the interview process, and all hiring decisions will be made directly by the client.