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Lyra · 3 months ago

Client Success Manager

Portsmouth, NH

Full-time

Hybrid

Entry, Mid Level

$70K/yr - $80K/yr

2+ years exp

Lyra Technology Group is seeking a Client Success Manager for one of their operating companies. The role focuses on driving client satisfaction, retention, and growth through proactive engagement and strategic partnership, while also managing upsell and cross-sell opportunities.

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Responsibilities

Manage Client Relationships – Serve as the primary point of contact for assigned clients, ensuring their needs are met and expectations exceeded

Drive Retention & Growth – Own client renewals and proactively identify expansion opportunities to increase account value

Own Upsell Conversations – Lead upsell and cross-sell discussions that align with client needs and PCGiT's service offerings, collaborating with AEs or leadership as needed

Understand the Business – Become a strategic partner by learning each client's business model, goals, IT stack, and pain points

Coordinate Solutions – Work cross-functionally with service delivery, technical support, and sales to resolve issues and advocate for client needs

Lead QBRs & Strategy Sessions – Conduct regular account reviews, usage reports, and roadmap planning sessions with clients

Champion the Client Experience – Ensure a high-touch, consultative experience from onboarding through renewal

Qualification

Client relationship managementAccount managementIT services familiarityCRM proficiencyCommunication skillsProblem-solving mindsetOrganizational skills

Required

2–4 years of experience in client success, account management, or related B2B customer-facing roles

Strong communication and relationship-building skills with clients ranging from IT managers to C-suite

Confidence in conducting client meetings, reviewing technical data, and leading renewal or upsell conversations

Comfortable and confident leading upsell conversations, positioning solutions that create additional value

Experience identifying and nurturing account expansion opportunities, even without a formal quota

A proactive mindset – you solve problems before they escalate

Strong organizational skills and attention to detail across multiple client accounts

Preferred

Familiarity with IT services, MSP environments, or technical support workflows is strongly preferred

Proficiency with CRM and account management tools (HubSpot preferred)

Company

Lyra

Heading towards the payment of tomorrow! Have you ever wondered what could happen behind each transaction? Lyra, an independent French company with international reach, has successfully established itself in the payment and fintech ecosystem since 2001.

Founded in 2001

Midway, Kentucky, USA

201-500 employees