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In-Telecom · 18 hours ago

Client Success - Market Manager (LA)

Louisiana

Full-time

Onsite

Mid, Senior Level

$85K/yr - $95K/yr

5+ years exp

In-Telecom is seeking a Client Success – Market Manager (LA) to oversee Client Success Managers across the assigned market. This leadership role is responsible for coaching, mentoring, and driving client satisfaction while ensuring team accountability and performance standards are met.

Information TechnologyProfessional ServicesTelecommunications

Responsibilities

Lead, coach, and develop Client Success Managers at all levels while modeling best-in-class performance

Conduct regular 1:1s and market L10 meetings

Manage PTO schedules, performance evaluations, and morale; enforce accountability when needed

Foster a culture of ownership, continuous improvement, and client-first mindset

Establish and refine workflows and best practices to ensure consistent delivery of activities determined by Director

Act as an initial escalation point for complex issues, orchestrating resources for quick resolution

Conduct regular business reviews with key clients alongside CSMs to discuss performance, metrics, and future goals, when Director cannot

Execute on client value-driven activity strategies developed by leadership

Ensure a seamless client journey from onboarding to long-term retention by collaborating with Sales and Operations

Own revenue goals for the assigned market by ensuring CSMs meet or exceed retention and growth targets

Drive account growth outcomes by supporting upsell, cross-sell, and renewal opportunities within CSM portfolios

Track and manage forecast revenue from renewals and expansions across the market

Leverage data to predict churn risks, identify expansion opportunities, and influence lifetime value

Ensure team execution of daily, weekly, monthly, and quarterly responsibilities

Guide the team in prioritizing work based on outcomes and client/business impact

Keep track of KPIs and report performance to the Director of Client Success

Advocate for both client and team needs; translate feedback into actionable insights

Provide feedback to the Director on market trends, competitor activity, and service gaps

Partner cross-functionally with Sales, Ops, Engineering, Marketing, and Product to ensure seamless service delivery

Help CSMs communicate new offerings (cloud telephony, cybersecurity, managed IT) effectively to clients

Influence product adoption, client satisfaction, and reference ability across accounts

Qualification

Client Success ManagementRevenue AccountabilityTeam LeadershipSalesforceAnalytical SkillsIT KnowledgeGrowth MindsetProblem-SolvingCommunication SkillsOrganizational Skills

Required

5–7 years in Client Success, Account Management, or related role

At least 2 years leading/managing a team with revenue responsibility

Proven experience hitting or exceeding revenue/retention targets

Growth mindset, with a passion for the client experience

Extremely well organized, detailed-oriented, results driven, and highly self-motivated

Strong analytical, decision-making, and problem-solving abilities

Ability to balance multiple priorities and provide solutions

Preferred

Bachelor's degree in Business Administration, Marketing, or a related Field

3-5 years in an IT technical position with an understanding of PBX, VoIP, and IT (networking, MS products, Fortinet firewalls, switches and APs, Cyber Security)

MSP experience strongly preferred

Proficiency with Salesforce, ConnectWise Manage, and ticketing systems

Previous sales experience