Role Organization
Role Title: Sr. Client Success Manager
Team: Client Success
Reporting to: Chief Client Officer
Company Overview
At NetCov, we specialize in delivering cutting-edge IT and cybersecurity solutions designed to protect and optimize the digital infrastructure for the industries we serve. We differentiate ourselves from our competition through our deep and intimate knowledge of our customers’ business.
About the Role
The Senior Client Success Manager serves as a strategic mentor and subject matter expert within our Client Success team, providing guidance and knowledge transfer to CSMs while maintaining direct accountability for a portfolio of high-value strategic accounts. This role combines hands-on client management with internal mentorship responsibilities to elevate team performance and client outcomes.
Accountabilities
Client Portfolio Management:
- Serve as primary point of contact for assigned client portfolio (25-30 strategic accounts with ACV >250K+)
- Strategic Guidance: Develop and execute strategic account plans aligned with clients' business objective
- Trusted Partnership: Build strong relationships with clients and position yourself as a trusted advisor who understands their business needs and objectives
- Voice of the Client: Serve as the primary voice of the client within the organization, advocating for their needs and ensuring client feedback drives continuous service improvement.
- Revenue Retention: Drive Net Revenue Retention (NRR) targets of 100-115% through strategic upsells, cross-sells, and contract renewals
- Lead quarterly business reviews and strategic planning sessions with C-level stakeholders
- Invoice Management: Handle client invoicing queries, including credit requests and quantity adjustments that impact billing
- Procurement and Quoting Support: Manage procurement quoting for workstations, peripherals, SSL certifications, firewall renewals, etc. utilizing CRM/PSA systems
- Contract Management: Lead contract renewal negotiations maintaining >95% retention rate
- Proactive Risk Identification: Identify at-risk accounts and implement "get to green" intervention strategies to prevent churn leveraging service motions depending on severity.
- Escalation Management: Serve as the client's primary point of escalation, ensuring issues are resolved quickly and efficiently
- Quality Improvement: Partner with stake holders from service ops, project management and engineering on client quality improvement plans, working with internal departments to achieve agreed-upon improvement
- Team Collaboration: Work closely with Client Solutions Engineer to identify opportunities to add value and solutions to client partnerships.
Mentorship & Knowledge Transfer:
- Provide ongoing mentorship and coaching to 3-5 junior and mid-level CSMs
- Conduct regular one-on-one mentoring sessions focused on skill development and career growth
- Share industry knowledge, best practices, and advanced client management techniques
- Support CSMs in complex client situations and escalated issues
- Facilitate knowledge sharing sessions and contribute to team training programs
Strategic Leadership:
- Collaborate with Service Operations and Client Solutions Engineer on client initiatives
- Identify opportunities for service diversification and technology advancement
- Contribute to the development of client success processes, playbooks, and methodologies
- Participate in cross-functional projects to enhance overall client experience
- Serve as subject matter expert for vertical-specific client needs and industry trends
Knowledge, Skills, and Abilities Required
- 4+ years of client success or account management experience in MSP/technology services
- Proven track record of managing strategic accounts with ACVs >$250K
- Strong mentoring and coaching capabilities with demonstrated leadership experience
- Moderate understanding of IT infrastructure, cybersecurity, and cloud technologies
- Excellent communication skills with ability to present to C-level executives
- Experience with PSA/CRM platforms and client success metrics
Success Profile and Metrics:
- Client Retention Rate: >95% annual retention within assigned portfolio
- Net Revenue Retention: 100-115% across client base
- Client Satisfaction: CSAT >4.5/5.0 and NPS >50 through proactive survey management
- Client Effort Score: CES <2.0 (on 1-5 scale, where 1 = very easy, 5 = very difficult)
- Revenue Growth: 5-15%+ annual growth in assigned book of business
- Operational Excellence: 100% QBR completion rate and <2 response time on escalations
- Risk Mitigation: <5% of portfolio in "at-risk" status at any given time
- Process Efficiency: 95%+ accuracy in invoice management and procurement activities
- Effort Reduction: 10%+ quarterly improvement in process efficiency metrics and client interaction simplification
Why work at Netcov?
- Innovative Solutions: Work with cutting-edge cybersecurity and IT services tailored to the financial sector’s evolving needs.
- Competitive Compensation: Competitive base salary plus performance-based incentives and commissions.
- Professional Growth: Access to continuous training, career development, and opportunities for advancement within a rapidly growing company.
- Collaborative Culture: Join a team of passionate professionals who work together to solve complex challenges and deliver exceptional service to our clients.
Role Logistics
- This is a full-time position
- This position may require travel occasionally for on-site meetings
- Salary range: $81,000 - $120,000/ annually plus bonus opportunity
