Customer Success Manager

Our client is seeking a Client Success Manager to build strong, ongoing relationships with their Managed Service Provider (MSP) partners - the equivalent of “customers” in their industry. This role is ideal for someone who thrives on building relationships, solving problems, and delivering measurable value to partners in a fast‑growing technology environment. The Customer Success Manager will ensure that product deployments and adoption run smoothly, partner satisfaction remains high, and opportunities for expanded use are identified and pursued. This position also includes supporting our Head of Customer Success in executing strategic initiatives that enhance client engagement and retention. This is a remote, full‑time position based in South Africa, requiring availability during the majority of U.S. East Coast business hours. Key Responsibilities Conduct regular video meetings and phone check‑ins with existing MSP partners to ensure successful onboarding, deployment, and adoption of our platform. Provide hands‑on assistance with configuration and rollout. Lead or assist with partner onboarding and training sessions to ensure partners are equipped to roll out the solution to their clients effectively. Serve as the first line of support for partner inquiries, escalating technical issues or bugs to internal teams as needed and tracking them through resolution. Gather partner feedback and feature requests, document insights, and relay them to product, engineering, and executive teams to influence roadmap decisions. Collaborate with Sales and Partner Success Managers to identify upsell and cross‑sell opportunities, encouraging partners to expand deployment (e.g., growing from 100 seats to 1,000). Support the Head of Partner Success in executing broader organizational initiatives that drive partner engagement, satisfaction, and revenue growth. Maintain accurate records of partner interactions, deployment milestones, and feedback in CRM and partner success tools. Trend Reporting: Provide leadership with regular insights into partner trends, adoption rates, and recurring challenges across the MSP ecosystem. Represent the company at industry conferences and partner events to strengthen relationships and gather market intelligence. Qualifications Native‑level English fluency (spoken and written) required for daily partner communication. Availability during U.S. East Coast business hours (partial overlap acceptable). 1–3 years of experience in Customer Success, Partner Success, Channel Support, or related roles—ideally within the MSP ecosystem. Familiarity with MSP operations and common tools such as RMM, PSA, or ticketing platforms. Strong communication, organizational, and relationship‑building skills; comfortable spending most of the day on partner calls and follow‑ups. Proven ability to manage multiple partner relationships simultaneously and maintain structured outreach and documentation. Moderate technical proficiency and the ability to understand software deployments, dashboards, and IT environments. Interest in SaaS, IT, or cybersecurity solutions and enthusiasm for helping MSPs succeed. Preferred Attributes Empathetic listener who can translate MSP partner needs into actionable internal feedback. Highly organized with strong follow‑up discipline and attention to detail. Capable of cross‑functional collaboration across Sales, Support, Product, and Executive teams. Experience using CRM systems (e.g., HubSpot, Salesforce) and collaboration tools (e.g., MS Teams, Slack). Comfortable participating in and presenting at partner events or webinars. #J-18808-Ljbffr