POSITION DESCRIPTION
Varsity Technologies is hiring a Client Success Manager (CSM) to join our team. The ideal candidate will combine relationship management, strategic planning, and operational excellence to help mission-driven organizations leverage technology for impact. Acting as a trusted advisor, you’ll ensure clients realize the full value of their IT investments while advancing technology maturity and security posture.
This role is perfect for someone who thrives in a dynamic environment, enjoys collaborating across teams, and wants to make a social impact through technology.
Varsity is an MSP and AI Technology Services company that assists social good organizations in healthcare, nonprofits, education, and startups. Our services help customers adopt AI and data intelligence technologies, improve staff productivity, lower costs, and address cybersecurity compliance and risk management.
KEY RESPONSIBILITIES
Strategic Client Engagement (30%)
- Build and maintain strong, long-lasting relationships with client stakeholders and executive sponsors.
- Lead budget planning and IT operations meetings to align technology initiatives with business goals.
- Act as a trusted advisor by understanding client strategies and mapping them to Varsity’s service offerings.
- Prepare proposals, quotes, and lead renewal discussions.
Project & Service Coordination (30%)
- Identify and manage client requests for new projects, products, training, and services.
- Collaborate internally and externally to ensure successful project delivery and execution of technology roadmaps.
- Oversee vendor management.
- Lead onboarding and post-onboarding activities, including end-user training.
Client Success & Retention (40%)
- Conduct recurring success calls to review goals, metrics, and service performance.
- Monitor client compliance with Varsity’s standards and proactively address challenges.
- Drive account growth through upselling and cross-selling aligned with client needs.
- Track and report on client satisfaction, retention, and portfolio growth.
REQUIRED SKILLS & QUALIFICATIONS
- Bachelor’s degree preferred or equivalent experience.
- Minimum of 4 years of experience in client success, account management, or consulting within Managed Services or IT.
- Strong business acumen and ability to translate technical risk into business impact.
- Knowledge of cybersecurity, cloud solutions, and managed IT services highly desired.
- Excellent communication, negotiation, and presentation skills, including experience with C-level executives.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency in CRM tools (e.g., Salesforce) and IT management platforms (e.g., ConnectWise).
KEY PERFORMANCE INDICATORS (KPIs)
- Client retention rate
- Client satisfaction score (CSAT)
- Revenue growth and service adoption
- Strategic engagement frequency
- SLA compliance for issue resolution
WHY YOU’LL LOVE WORKING AT VARSITY
We are more than a company. Varsity is a social justice organization rooted in the belief that by continually providing knowledge to others, we empower individuals to make the best decisions regarding technology. We offer:
- Competitive salary and comprehensive benefits
- Flexible working conditions
- 100% Medical/Dental/Vision coverage
- Employee support programs for wellness and financial education
- A culture of continuous improvement and relentless service for our customers
We are an equal opportunity employer and welcome candidates from all backgrounds to apply.