Job Description

Join to apply for the Client Success Partner role at ClearFuze Networks, Inc.

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Join to apply for the Client Success Partner role at ClearFuze Networks, Inc.

Compensation: $23.00 - $25.00 / hour

Application Deadline: 21 July 2025

Department: Managed Services

Location: ClearFuze Networks - Santa Monica

Compensation: $23.00 - $25.00 / hour

Description

The Client Success Partner (CSP) plays a critical role in driving customer satisfaction, retention, and growth for the Managed Service Provider (MSP). As the primary point of contact for clients, the CSP ensures seamless communication, efficient issue resolution, and proactive service delivery. By fostering strong relationships, they help align the MSP's services with client business objectives, ensuring optimal IT performance and client success.

Key Responsibilities

• Serve as the primary client advocate, managing day-to-day communication and maintaining strong, trusted relationships.
• Conduct regular client check-ins (e.g., QBRs) to assess satisfaction, understand business needs, and identify opportunities for additional services.
• Proactively engage with satisfied clients to request referrals, leveraging strong relationships to expand the MSP’s client base. Ensure referral opportunities are followed up and tracked systematically.
• Collaborate with technical teams to ensure SLAs are met, incidents are resolved promptly, and service quality exceeds client expectations.
• Monitor and analyze client health metrics, including ticket trends, uptime, and user feedback, to identify potential issues before they escalate.
• Proactively discover business goals and pain points to be able to discuss MSP solutions that align with the client’s evolving business goals.
• Act as a liaison between the client and internal teams for project coordination, service enhancements, procurements, and escalation management.
• Track and report on customer success metrics, providing insights to leadership and contributing to continuous improvement initiatives.

Skills, Knowledge and Expertise

Skills

• Relationship Management – Proven ability to build trust and rapport with stakeholders at all levels.

• Communication – Clear, concise verbal and written communication skills for both technical and non-technical audiences.

• Problem-Solving – Skilled in resolving client challenges with empathy, urgency, and resourcefulness.

• Analytical Thinking – Ability to assess trends in KPIs, ticket data, and client feedback to identify early warning signals.

• Time Management – Organized and efficient, juggling multiple client portfolios and internal coordination efforts.

• Negotiation & Persuasion – Confident when promoting additional services or navigating client expectations diplomatically.

Knowledge

• MSP Operations – Familiarity with managed services, SLAs, ticketing systems (e.g., ConnectWise, Autotask), and escalation protocols.

• IT Infrastructure & Cloud Environments – Basic understanding of networks, systems, SaaS platforms, and cybersecurity services typically offered by MSPs.

• Customer Success Best Practices – Understanding of QBR planning, Net Promoter Score (NPS) strategies, and client journey mapping.

• Referral & Expansion Tactics – Knowledge of how to structure referral programs and identify account growth opportunities.

Expertise

• Client Advocacy – Representing client needs internally with authority and follow-through.

• Cross-Functional Collaboration – Partnering with service desk, project teams, and procurement to meet shared goals.

• Customer Health Monitoring – Using dashboards or scorecards to evaluate risk and uncover upsell potential.

• Strategic Alignment - Translating a client’s business model and future goals into actionable service strategies.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

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Job Tags

Full time, Temporary work,

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