Client Success Associate

Role & responsibilities

TeamLogic IT's Company-Owned Group is a managed IT services provider supporting small and mid-sized businesses across Pennsylvania and New Jersey, North Carolina, Chicago, and Florida. Our regional VP GMs own our largest client relationships, and our Customer Success Managers own the core of the portfolio.

The Client Success Associate is a new, shared role with two responsibilities. First, you will own a portfolio of smaller, stable client accounts as their primary point of contact. Second, you will provide tactical support to our regional GMs on their strategic accounts, handling the preparation, follow-up, and coordination that keeps client commitments on track. You will join existing TeamLogic IT team members already working remotely from Argentina and South Africa.

Preferred candidate profile

Responsibilities

Own the Scaled Client Portfolio

• Serve as the primary contact for a book of smaller, low-touch client accounts across all regions.
• Conduct quarterly or annual QA calls with US business owners and office managers to confirm satisfaction and identify needs.
• Deliver reports and routine follow-up communications by email on schedule.
• Monitor account health, including renewal dates, satisfaction signals, open issues, and early signs of risk.
• Route service, project, and billing requests to the appropriate internal team and follow them through to resolution.
• Escalate to the regional GM when an account shows retention risk, requires a commercial decision, or presents a growth opportunity.

Support GM-Owned Strategic Accounts

• Schedule and prepare client meetings, including QBR agendas, account summaries, and reports delivered in advance.
• Attend selected meetings to document decisions and action items, then assign and track each one.
• Track commitments through completion so the GM has an accurate answer before every client interaction.
• Keep the GM informed without requiring the GM to follow up with internal departments.

Account Administration

• Maintain account information in HubSpot and Autotask, including contacts, notes, renewal dates, opportunities, and meeting history.
• Maintain the QBR and client-touch calendar and the renewal and contract review schedule.
• Follow and help standardize account management processes across regions.

Scope of the Role

This role does not carry primary retention responsibility for strategic accounts, own executive client relationships, lead difficult escalations independently, make pricing or contract commitments, develop technical roadmaps, carry a sales quota, or serve as a service dispatcher. Customer Success Managers continue to own the core portfolio, and this role does not routinely support CSM-owned accounts.

Requirements

• Experience in customer success, account coordination, or account management at a managed service provider (MSP) or IT services company.
• Working knowledge of managed services, including tickets, SLAs, projects, recurring revenue, and renewals.
• Professional-level spoken and written English, with confidence leading calls with US business clients.
• Availability to work full time from 9:00am to 5:00pm US Eastern Time, including through US daylight saving time changes.
• Strong organization and follow-through, with the ability to manage many accounts and open items at once.
• Experience with a PSA and CRM platform, ideally Autotask and HubSpot (ConnectWise, HaloPSA, or Salesforce also relevant).
• Proficiency in Microsoft 365, including Outlook, Teams, Excel, and PowerPoint.
• A quiet home workspace with reliable internet and backup power.

Preferred Qualifications

• Experience preparing QBRs or account review presentations.
• Familiarity with US small business clients in professional services, healthcare, or financial services.
• Customer success or ITIL training.