Customer Success Specialist

We are a trusted Managed Service Provider (MSP) dedicated to helping businesses achieve their IT and strategic goals through innovative technology solutions and exceptional service. We are seeking a motivated, relationship-driven Customer Success Specialist to join our team in Kennesaw, GA.

This position plays an important role in maintaining strong client relationships, ensuring customer satisfaction, and helping customers maximize the value of our IT services. The ideal candidate is proactive, organized, and comfortable managing multiple customer accounts while working closely with internal technical teams to deliver an exceptional client experience.

Role Overview

The Customer Success Specialist will be responsible for managing an assigned portfolio of customer accounts, serving as a primary point of contact, and building long-term relationships with key stakeholders. This individual will conduct regular customer meetings and business reviews, monitor account satisfaction, address concerns, and identify opportunities to better support each client's evolving business needs.

This is a customer-facing position that requires strong communication skills, accountability, and the ability to build trust with business owners, executives, and other decision-makers.

Key Responsibilities

Account Management & Customer Relationships

• Manage an assigned portfolio of customer accounts, serving as the primary relationship contact and trusted advisor.
• Develop a strong understanding of each client's business operations, technology needs, goals, and service expectations.
• Conduct regularly scheduled customer meetings and business reviews to discuss service performance, address concerns, and identify opportunities for improvement.
• Maintain proactive communication with clients to strengthen relationships, ensure satisfaction, and support long-term retention.
• Travel locally to customer sites as needed for meetings, business reviews, and relationship management.

Customer Success & Service Coordination

• Monitor customer satisfaction and proactively identify potential issues or areas requiring additional attention.
• Serve as an escalation point for customer concerns, coordinating with internal technical teams to facilitate timely resolution and clear communication.
• Support the onboarding of new customers by ensuring a smooth transition and helping clients understand available services and support processes.
• Identify opportunities to recommend additional IT services and solutions that align with customer needs and business objectives.

Internal Collaboration & Account Documentation

• Collaborate with technical support, sales, and leadership teams to ensure customer needs and expectations are understood and addressed.
• Maintain accurate customer account records, meeting notes, service concerns, and follow-up activities.
• Share customer feedback and insights with leadership to support service improvements and strengthen the overall customer experience.

Required Skills & Qualifications

• Previous experience in customer success, account management, client relationship management, or a similar customer-facing role.
• Experience in the IT services, technology, or Managed Service Provider (MSP) industry is strongly preferred.
• Excellent verbal and written communication skills, including the ability to confidently interact with business owners, executives, and technical professionals.
• Strong relationship-building and interpersonal skills with a customer-focused approach.
• Excellent organizational and time management skills, with the ability to manage multiple accounts, prioritize responsibilities, and consistently follow through on commitments.
• Strong problem-solving skills with the ability to take ownership of customer concerns and coordinate effective solutions.
• Ability to understand and communicate IT-related concepts to non-technical audiences.
• Proficiency in Microsoft Office 365 and the ability to quickly learn new business systems and software.
• Ability to work independently while collaborating effectively with internal teams.
• Valid driver's license and ability to travel locally to customer sites as needed.

Critical Competencies

• Customer Focus: Committed to delivering an exceptional customer experience and maintaining long-term relationships.
• Proactive Mindset: Anticipates customer needs and takes initiative to address potential concerns.
• Accountability: Takes ownership of responsibilities and consistently follows through on commitments.
• Professionalism: Demonstrates confidence, sound judgment, and professionalism when interacting with customers and colleagues.
• Adaptability: Comfortable working in a fast-paced environment with changing customer needs and priorities.

Additional Position Requirements

• Position is based in Kennesaw, GA.
• Drug- and alcohol-free workplace with pre-employment and random drug testing.
• Non-smoking office and grounds.
• Employment is contingent upon successful completion of applicable pre-employment screenings, including a criminal background check, employment eligibility verification through E-Verify, and a Motor Vehicle Record (MVR) check.

Pay: Up to $75,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Have you reviewed the job posting in its entirety and confirmed that the position's location (Kennesaw, GA), job responsibilities, and advertised salary range align with your expectations and requirements?
• Are you legally authorized to work in the United States and able to work for our company now and in the future without requiring employer-sponsored visa sponsorship?

Ability to Commute:

• Kennesaw, GA 30144 (Preferred)

Work Location: In person