Customer Success Manager Full Time NEW

Client Success Manager — PCH Technologies

Greater Philadelphia Area | Hybrid | Full-Time

ABOUT PCH TECHNOLOGIES

PCH Technologies is a security-first Managed Service Provider (MSP) headquartered in the Greater Philadelphia area, delivering enterprise-grade cybersecurity, AI-powered solutions, and IT services to small and mid-market businesses. Founded in 1997, we have nearly 30 years of experience helping organizations protect their data, modernize their technology, and grow with confidence.

🏆 Ranked #80 globally on the MSP 501 — 7 consecutive years

🛡️ SOC 2 Type II certified

🤖 Industry leader in AI-powered solutions and secure AI adoption

THE OPPORTUNITY

We are seeking an exceptional Client Success Manager to join our Client Success team, reporting directly to the Director of Client Success. This is a high-visibility, client-facing role where you’ll serve as the primary relationship owner — and trusted Strategic Technology Advisor — for a portfolio of managed services clients across the Greater Philadelphia market.

This role goes far beyond traditional account management. You’ll function as a trusted advisor, guiding clients’ technology strategy, cybersecurity posture, AI adoption, and IT roadmap. Our clients span construction, financial services, and manufacturing — industries where cybersecurity and smart technology decisions aren’t optional, they’re essential.

WHAT YOU’LL DO

• Client Relationship Management: Serve as the primary point of contact and trusted advisor for your client portfolio. Build deep, long-term relationships with executives and C-level stakeholders. Own and drive client retention, targeting 95%+ annually.

• Strategic Technology Advisory: Conduct Quarterly Business Reviews and comprehensive annual IT and cybersecurity assessments. Develop and present technology roadmaps that align client IT strategy with their business goals. Advise on cybersecurity best practices, compliance, AI-powered tools, and emerging technologies.

• Revenue Growth & Expansion: Identify upsell and cross-sell opportunities for cybersecurity, AI, cloud, and IT services. Scope, quote, and propose projects in collaboration with engineering. Contribute to Monthly Recurring Revenue (MRR) growth targets.

• Cross-Functional Collaboration: Serve as the bridge between clients and internal teams (service desk, engineering, projects, security operations). Maintain accurate CRM records. Attend networking events and industry conferences.

WHAT WE’RE LOOKING FOR

Required:

• Bachelor’s degree in Business, IT, Cybersecurity, Communications, or equivalent experience
• 3–5+ years of proven account management, client success, or strategic relationship management experience, preferably in IT services, MSP, or technology sector
• Demonstrated ability to build trusted advisor relationships with executives and C-level leaders
• Strong understanding of managed IT services, cybersecurity concepts, and cloud technologies
• Proficiency in Microsoft 365 and CRM platforms (HubSpot preferred)
• Excellent verbal, written, negotiation, and presentation skills
• Self-motivated, proactive, and effective in both independent and team settings
• Valid driver’s license and reliable transportation for client visits (Greater Philadelphia, South Jersey, Delaware)

Preferred:

• Prior experience at a Managed Service Provider (MSP) or IT solutions company
• Familiarity with PSA tools and RMM platforms
• Conversational knowledge of compliance frameworks (HIPAA, PCI-DSS, CMMC, SOC 2, etc.)
• Experience conducting Business Reviews and technology roadmap presentations

COMPENSATION & BENEFITS

💰 Competitive base salary $75,000 – $90,000 + $15,000 – $25,000 in performance-based compensation

🏥 Health, dental, and vision insurance

📈 401(k) retirement plan with company match

🏖️ Unlimited Paid Time Off (PTO) + paid holidays

🚗 Company-provided car

💻 Company-provided laptop and mobile phone

🏠 Hybrid work flexibility (office + remote + client-site)

🎉 Team events and company outings

WORK ENVIRONMENT

• Hybrid: PCH office + remote + client-site visits across Greater Philadelphia, South Jersey, and Delaware
• Full-time, Monday–Friday with occasional evening events (client appreciation, networking, educational seminars)
• 30–50% local travel to client sites