Location: [Remote, EST time zone] Reports To: Ashley Wallace, Team Lead Employment Type: Full-Time

About the Role

We are seeking a Customer Success Manager (CSM) to support Katalyst’s small to mid-sized client segment. The CSM (SMB) role is ideal for someone with 3+ years of experience in customer-facing roles in information technology.

At Katalyst, the CSM plays a critical role in ensuring exceptional service delivery for our services clients. As a key point of contact, the CSM collaborates closely with clients to address service-related needs, and resolve issues efficiently and effectively. Our CSMs work with a dedicated portfolio of clients, helping identify opportunities to maximize the value of our services. The CSM will track onboarding to prepare to guide clients post-onboarding, consistently monitoring the health of their environments, conducting Monthly/Quarterly Business Reviews (MBRs/QBRs), and ensuring alignment between technology investments and business goals through effective Success Planning. Katalyst CSMs are instrumental in supporting client satisfaction and long-term engagement through proactive communication and coordination.

The role requires strong problem-solving skills, a client-focused mindset, and the ability to manage multiple priorities in a dynamic, fast-paced environment.

Key Responsibilities

Client Experience & Relationship Management

• Serve as the trusted advisor and primary point of contact for assigned clients (small to mid-size).
• Build deep understanding of clients’ business objectives, technology environments, and service expectations.

• Conduct regular Monthly and Quarterly Business Reviews (MBRs/QBRs) to communicate value, highlight performance metrics, and identify improvement opportunities.
• Ensure a seamless transition from onboarding through ongoing service delivery by collaborating with internal teams.
• Partner with project managers, engineering, and account managers to deliver a consistent, high-quality client experience across all Katalyst service offerings.

Client Retention & Success

• Drive customer loyalty and long-term engagement by proactively managing client satisfaction, and services adoption.
• Anticipate client challenges by monitoring service trends, response and resolution of SLAs, and recurring issues; escalate as needed to mitigate risk.
• Collaborate with engineering teams to ensure client issues are resolved promptly.
• Escalate service-impacting issues while keeping client and leadership teams informed.
• Lead retention strategies through collaboration with various teams including sales, renewals, and leadership to demonstrate business impact, and drive account growth.
• Support success planning to ensure alignment between client goals and Katalyst’s managed infrastructure and security services.

Performance Monitoring & Reporting

• Track and analyze client health metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), ticket resolution trends, SLA adherence and client engagement.
• Review service utilization across network monitoring, cybersecurity, and O365 management to highlight ROI and value delivery.
• Deliver executive-ready reports summarizing KPIs, business impact, and recommendations for improvement.
• Provide internal reports to leadership on account health, client sentiment, risk, and service performance.

Collaboration & Continuous Improvement

• Partner cross-functionally with Sales, Engineering, and Project Management teams to ensure proactive service delivery, client alignment, and future opportunities.
• Act as the “voice of the client” within Katalyst—advocating for service improvements, process efficiency, and innovative solutions.
• Support internal initiatives aimed at driving operational excellence and strengthening the client experience.

Qualifications

• 3+ years in customer success, account management, IT support, or related field.

• Excellent communication skills with the ability to present both technical and business-focused information clearly.

• Strong team player with the ability to coordinate across technical and non-technical teams.
• Highly organized with strong time management and follow-up skills.
• Comfortable learning and discussing IT services, including networking, and cybersecurity solutions.
• Analytical mindset to identify risks, uncover opportunities, and recommend improvements.

Preferred Qualifications

Experience with managed IT services, cybersecurity, or cloud infrastructure.

• Familiarity with Managed Service Provider tools such as Autotask PSA, Salesforce, Smileback.
• Understanding of general ITIL practices, service-level agreements (SLAs), and managed services delivery.
• Exposure to cybersecurity concepts such as endpoint protection, firewalls, monitoring, and backups.