Customer Success Manager Job at R2 Unified Technologies (Boca Raton)

Customer Success Manager

R2 Unified Technologies

Location:
United States , Boca Raton

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Customer Success Manager (CSM) is responsible for ensuring customers receive ongoing value from our managed services. This role acts as the primary relationship manager for assigned clients, helping align IT services with business goals while maintaining high levels of satisfaction and retention. The CSM serves as a liaison between clients and internal technical teams to ensure service delivery meets expectations; issues are addressed proactively, and opportunities for improvement are identified. This role also leads Quarterly Business Reviews (QBRs) and coordinates customer-wide communications, including service updates, maintenance notices, and important operational changes.

Job Responsibility:

Serve as the primary relationship manager for assigned managed service clients
Develop strong, trusted relationships with client stakeholders and leadership
Ensure customers understand the services they receive and the value delivered
Monitor client satisfaction and address concerns proactively
Work alongside the Service Desk Manager and Account Managers to prepare and build out Quarterly Business Reviews for assigned clients
Design and develop Quarterly Business Review presentations using PowerPoint, highlighting key service performance and strategic insights
Plan, prepare, and lead Quarterly Business Reviews (QBRs) with client stakeholders
Present service performance metrics including ticket trends, response times, uptime, SLA adherence, and overall service performance
Review completed projects, upcoming initiatives, and service improvement opportunities
Identify risks, service gaps, recurring issues, or optimization of opportunities within the client environment
Document action items, recommendations, and follow-up tasks, coordinating with internal teams to ensure completion
Own and coordinate client communication during service incidents, ensuring timely updates, clear messaging, and proper follow-up with affected stakeholders
Partner with technical teams to ensure incident updates and resolutions are communicated clearly to clients
Coordinate customer-wide communications such as maintenance notifications, service updates, and operational changes
Help drive client retention, contract renewals, and expansion opportunities by identifying areas where additional services or improvements can benefit the client
Work alongside Account Managers and leadership to identify growth opportunities within existing customer environments
Provide insights from client interactions that may lead to service improvements or additional managed services offerings
Report significant service issues, risks, or team performance concerns to the Service Delivery Manager in a timely manner

Requirements:

3+ years of experience in Customer Success, Account Management, or Service Delivery within a Managed Services Provider (MSP)
Experience preparing and presenting client-facing reports and presentations using PowerPoint
Experience working with PSA platforms in an MSP environment
Strong ability to analyze service data and translate technical performance metrics into business-friendly insights for clients
Excellent communication, presentation, and relationship management skills

What we offer:

401k
Including matching
Profit sharing
Share in the success
Paid time off
Unlimited PTO
100% Covered
Medical & Dental
Life Insurance
ST & LT Disability

Additional Information:

Job Posted:
March 13, 2026

Employment Type:

Fulltime

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