Client Success Manager

We are seeking a proactive and relationship-driven Client Success Manager to manage key client accounts, mentor Junior CSMs, and help drive client satisfaction, retention, and account growth.

3 minute read

We are seeking a proactive and relationship‑driven Client Success Manager to join our growing team. This role sits above a Junior CSM level and focuses on managing key client accounts, mentoring Junior Client Success Managers, and supporting both Senior CSMs and the Director of Client Success. You will help drive client satisfaction, retention, and account growth while also contributing to pre‑sales activities and select prospecting efforts.

This position is ideal for someone who has foundational CSM or account management experience and is ready to take on more complex accounts, leadership responsibilities, and strategic client interactions.

Key Responsibilities

Key Account Management

Serve as the primary point of contact for an assigned portfolio of key and strategic client accounts
Build, grow, and strengthen long-term client relationships, ensuring exceptional service and retention
Conduct regular account reviews, roadmap sessions, and budgeting conversations with clients and stakeholders
Address client inquiries, escalations, and service needs with accuracy, urgency, and professionalism
Maintain detailed and up‑to‑date client documentation within the company CRM

Mentorship & Team Support

Act as a mentor and resource for Junior Client Success Managers, supporting training, development, and best practices
Provide guidance on account management strategies, client communication, and internal processes
Assist Senior CSMs and the Director of Client Success with high‑priority initiatives, internal coordination, and special projects

Pre‑Sales & Revenue Support

Participate in prospecting calls to help qualify opportunities
Support pre‑sales activities, including gathering requirements, documenting needs, and preparing client‑facing materials
Identify upsell, cross‑sell, and expansion opportunities within existing accounts
Assist with contract negotiations and manage renewals for assigned accounts

Reporting & Performance Tracking

Monitor and forecast key performance indicators (KPIs) related to client health, engagement, and satisfaction
Provide internal and external reporting on account activity, performance, and growth opportunities

Events & Lead Generation

Participate in company events, trade shows, and networking activities to support brand visibility and lead generation
Lead and manage client referral opportunities from initial engagement through deal closure

Basic Qualifications

1–3 years of experience in account management, customer service, or a related role, preferably in the technology or IT services industry
Strong interpersonal and communication skills, with the ability to build and maintain relationships with clients and internal stakeholders
Excellent organizational and time management skills, with the ability to manage multiple priorities simultaneously
Basic understanding of IT infrastructure, cloud services, and managed services concepts
Properly sets and manages expectations
Exceptional customer service skills and approach
Ability to work cooperatively and collaboratively with different internal teams, team-player mindset
Strong problem-solving skills and a proactive approach to addressing client needs
Excellent presentation and public speaking skills
Willingness to learn and adapt to new technologies and industry trends
Customer-focused mindset with a passion for delivering exceptional service
Ability to simplify complexity

Preferred Qualifications

Previous experience in IT sales, managed services, or technology solutions is a plus
Bachelor’s degree in Business, Marketing, Communications, or a related field preferred

Salary

$65,000 – $75,000 per year

Interested in joining the AIS team?

All of our open positions are posted on our job board, where you can apply directly.

About AIS

All Information Services, Inc. (AIS) is a full-service technology solutions firm based in Chicago, IL that provides both technology sales, service and consulting. Genuine, understanding and experienced, our technicians, engineers and consultants are real, neighborly people who will work with you one-on-one, locally, to maintain your systems.

Real People, True Partners.

AIS has assisted more than 1,000 clients across Chicagoland, including state and local government, business, non-profit organizations, school districts, residential customers, and more. We are committed to building long-term relationships with our customers and serving as a grounded partner you can trust. We are less concerned about "making a sale" and more concerned about figuring out how we can strengthen your business, allowing you to stay focused on your daily tasks. From the day we install a new piece of equipment or fix one that isn't working, we will be a watchful steward of your technology applications.