VersaTrust · 1 month ago
Senior Client Success Manager
United States
Full-time
Remote
Mid, Senior Level
$81K/yr - $120K/yr
4+ years expVersaTrust specializes in delivering cutting-edge IT and cybersecurity solutions. The Senior Client Success Manager will manage a portfolio of high-value strategic accounts while providing mentorship to junior CSMs, ensuring client satisfaction and driving revenue retention through strategic account management.
Cloud ComputingInformation TechnologySecurity
Responsibilities
Serve as primary point of contact for assigned client portfolio (25-30 strategic accounts with ACV >250K+)
Develop and execute strategic account plans aligned with clients' business objective
Build strong relationships with clients and position yourself as a trusted advisor who understands their business needs and objectives
Serve as the primary voice of the client within the organization, advocating for their needs and ensuring client feedback drives continuous service improvement
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
Handle client invoicing queries, including credit requests and quantity adjustments that impact billing
Manage procurement quoting for workstations, peripherals, SSL certifications, firewall renewals, etc. utilizing CRM/PSA systems
Lead contract renewal negotiations maintaining >95% retention rate
Identify at-risk accounts and implement "get to green" intervention strategies to prevent churn leveraging service motions depending on severity
Serve as the client's primary point of escalation, ensuring issues are resolved quickly and efficiently
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
Work closely with Client Solutions Engineer to identify opportunities to add value and solutions to client partnerships
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
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
Qualification
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
Benefits
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.
Company
VersaTrust
Versatrustis an IT company that provides cloud computing and security services.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Danny Owens - CISSP
Founder/CEO - VersaTrust
Company data provided by crunchbase