Manager, Client Services/ Customer Success
Title: Client Services Manager / Team Manager
Industry: IT Managed Services / Data Protection / Cloud Services About Us:
Assured Data Protection is a global leader in data backup, and disaster recovery managed services, specializing in safeguarding against data loss and downtime in the event of a disaster, cyber, or ransomware attack. Our fully managed services include immutable backup, disaster recovery, and cyber resiliency to protect data on-premises and in the cloud, with 24/7/365 expert support. We offer a flexible, consumption-based model to grow with your business, making data protection cost-effective and scalable. Our purpose-built software provides industry-leading monitoring and reporting capabilities to provide actionable insights into your data protection strategy. Our global data centers ensure data sovereignty, meeting your organization’s compliance requirements. A dedicated team is always available to recover your data and minimize disruption in the event of a disaster. Job Summary:
We are seeking a dynamic and experienced Client Services Manager to lead and develop our high-performing Client Services team. In this role, you will be responsible for ensuring our clients consistently receive exceptional service across their lifecycle — from onboarding through renewal and expansion. As a people leader and strategic partner, you will oversee a team of nine Client Services Account Executives (CSAEs) and collaborate closely with Sales, Technical Services, and Product teams to drive customer satisfaction, retention, and growth.
** Must be able to work out of our Herndon, VA office 5 days a week Key Responsibilities:
Team Leadership & Operations
- Lead, coach, and mentor a team of 9 CSAEs focused on enterprise customer relationships and account retention.
- Set clear goals, KPIs, and performance expectations for team members.
- Conduct regular team meetings, 1:1s, and performance reviews to support development and accountability.
- Serve as an escalation point for customer issues requiring senior-level attention or cross-functional coordination.
- Oversee the execution of customer service reviews, ensuring actionable insights and consistent follow-up.
- Collaborate with stakeholders to improve customer journeys and optimize the client experience.
- Drive customer retention and renewal strategy across the portfolio.
- Partner with Sales to identify upsell and cross-sell opportunities aligned with client needs and business objectives.
- Support marketing initiatives aimed at customer education, product awareness, and satisfaction.
- Refine and standardize processes for account management, documentation, and service delivery.
- Track team metrics, customer health, churn risk, and revenue expansion trends using HubSpot and other CRM/data tools.
- Identify trends and recommend strategies for continuous improvement.
- 7+ years of experience in client-facing roles within the IT services, SaaS, or MSP space, with at least 3+ years in a leadership or managerial role.
- Deep understanding of customer relationship management, account strategy, and the enterprise sales lifecycle.
- Experience working with data backup, disaster recovery, cloud services, or IT managed services is highly preferred.
- Strong leadership and team-building capabilities; proven ability to lead by example and drive high-performance culture.
- Excellent communication, negotiation, and conflict resolution skills.
- Proficiency in CRM platforms (HubSpot preferred) and Microsoft Office Suite (Excel, Word, PowerPoint).
- Bachelor's degree in Business, Communications, IT, or related field (preferred).
- Competitive salary and performance-based incentives.
- Comprehensive benefits package, including health, dental, and vision insurance.
- 401K program with company matching
- A dynamic, inclusive, and collaborative work environment.
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