Customer Success Manager
Future Opportunity — Not Currently Hiring
Position Overview
NOCDOC is seeking a Customer Success Manager to maintain and strengthen ongoing client relationships after the onboarding phase. This role serves as the primary relationship owner for assigned clients, ensuring satisfaction, service alignment, proactive communication, and continued business value.
The Customer Success Manager works closely with clients, MSP partners, and internal teams to understand business needs, monitor service experience, address concerns, support business changes, and identify opportunities to improve the client relationship.
This role acts as the voice of the client internally while helping ensure expectations remain aligned with NOCDOC’s operational capabilities. The ideal candidate is relationship-focused, organized, proactive, and comfortable working across technical and business teams to deliver an exceptional client experience.
Key Responsibilities
Client Relationship Management
- Serve as the primary relationship contact for assigned clients after onboarding completion
- Build trusted relationships with client stakeholders and maintain regular communication
- Understand client goals, priorities, challenges, and evolving business needs
- Act as a client advocate while balancing client expectations with operational capabilities
- Maintain awareness of client satisfaction, engagement, and overall relationship health
- Maintain accurate client relationship records and account documentation
Client Satisfaction & Service Experience
- Monitor client satisfaction through regular check-ins, reviews, feedback collection, and relationship assessments
- Identify trends, concerns, and opportunities to improve the client experience
- Coordinate responses to client concerns and ensure appropriate follow-through
- Facilitate regular business reviews or service review meetings as appropriate
- Ensure clients understand service performance, accomplishments, and improvement initiatives
SLA Reporting & Service Performance
- Coordinate and present service performance reporting, including SLA adherence, trends, and operational insights
- Partner with operational teams to understand service outcomes and improvement opportunities
- Review recurring issues, service challenges, and client-impacting trends
- Ensure commitments and expectations are clearly communicated and tracked
- Identify opportunities for proactive improvements before issues escalate
Escalation Management
- Own client communication during escalations and service concerns
- Coordinate with internal teams to ensure issues receive appropriate attention
- Provide proactive updates, status communication, and expectation management
- Identify recurring challenges and advocate for preventative improvements
- Ensure escalations result in improved client confidence and relationship outcomes
Change Management & Growth Support
- Support client change requests, service additions, and change order activities
- Coordinate with internal teams to define requirements, impacts, timelines, and expectations
- Support renewal preparation through visibility into client health, satisfaction, and service value
- Identify opportunities where additional services or improvements may benefit the client
- Partner with Sales and Business Development when growth opportunities are identified
Internal Collaboration & Continuous Improvement
- Partner with Onboarding, Service Delivery, Technical Teams, Security, Sales, and Leadership to improve client outcomes
- Share client feedback and insights to improve services, processes, and communication
- Contribute to customer success standards, processes, and best practices
- Maintain accurate client information across applicable systems
Required Qualifications
- Experience managing client relationships in a service-based, technology, consulting, or managed services environment
- Strong communication and relationship management skills
- Experience working with service delivery teams and managing client expectations
- Ability to communicate effectively with both technical teams and business stakeholders
- Strong organizational skills with the ability to manage multiple client relationships and priorities
- Ability to identify client needs and translate them into actionable internal outcomes
Preferred Qualifications
- Experience working with Managed Service Providers (MSPs), technology services, SaaS, consulting, or professional services organizations
- Experience with SLA reporting, service reviews, client health tracking, or account management practices
- Experience supporting renewals, expansions, and change management processes
- Familiarity with IT service management concepts and operational processes
- Experience working with recurring service relationships
- Certified Customer Success Manager (CCSM)
- Customer Success Association certifications
- ITIL 4 Foundation
- HubSpot Service Hub Certification
- Certified ScrumMaster (CSM) or similar project coordination certification
Technical Skills
Client & Service Management
- Client relationship management
- Service reviews
- SLA reporting
- Escalation management
- Customer health tracking
- Renewal support
- Change management
Business Systems
- HubSpot CRM
- HaloPSA
- Customer relationship management systems
- Ticketing and service management platforms
- Reporting dashboards
- Documentation systems
Managed Services Knowledge
- MSP service delivery models
- IT operations concepts
- Service desk workflows
- NOC/SOC service concepts
- Technology support processes
Professional Skills
- Relationship building
- Communication
- Customer advocacy
- Conflict resolution
- Organization
- Problem solving
- Expectation management
- Collaboration
- Attention to detail
- Follow-through
Success Measures
- Strong client satisfaction and relationship health
- Consistent client communication and service review completion
- Effective management of escalations and client concerns
- Improved client retention and renewal support outcomes
- Clear visibility into client needs, risks, and opportunities
- Strong collaboration between clients, partners, and internal service teams
- Increased client confidence in NOCDOC’s services and capabilities
Career Growth Opportunity
This role provides opportunities to grow into Senior Customer Success Manager, Strategic Account Manager, Customer Success Leadership, Partner Management, or broader client experience leadership roles.
Schedule
This position operates during standard business hours and may require occasional flexibility to support client meetings, escalations, service reviews, and business requirements.
Benefits
About NOCDOC
NOCDOC is a U.S.-based technology operations company with more than 35 years of experience delivering Security Operations Center (SOC), Network Operations Center (NOC), Service Desk, Network Engineering, Automation, and Managed Security Services.
Supporting organizations across North America and internationally, NOCDOC delivers responsive, customer-focused technology operations that help businesses improve reliability, security, and operational efficiency.
At NOCDOC, we invest in our people through continuous learning, mentorship, and career development, providing opportunities to grow into advanced engineering, automation, architecture, and technical leadership roles.