Manager, Client Services/ Customer Success

Location: Herndon, VA Office
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.

Customer Strategy & Experience

• 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.

Account Management & Growth

• 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.

Process Improvement & Reporting

• 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.

Key Experience and Qualifications:

• 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).

What We Offer:

• 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.

Assured Data Protection we value diversity and inclusivity. We offer perks such, flex holidays, robust 401k plan, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.
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