Customer Success Manager ( CSM )

Customer Success Manager (CSM)

Location: Frederick, MD (Onsite)
Company: Advantage Technology
Employment Type: Full-Time

About Advantage Technology

For over 20 years, Advantage Technology has been helping organizations modernize, secure, and scale their IT operations. With more than 90 professionals across multiple offices, we’re one of the fastest-growing managed IT and cybersecurity firms in the Mid-Atlantic.

We’re expanding our Frederick, MD team and looking for an experienced Customer Success Manager (CSM) who thrives on building trusted relationships with clients. This role sits at the center of our customer experience — ensuring every Advantage Technology client receives maximum value, proactive guidance, and world-class service.

What You’ll Do

Customer Engagement & Growth

• Act as the primary contact for assigned clients and build long-term partnerships.
• Conduct Quarterly Business Reviews (QBRs) to review performance, KPIs, and strategic goals.
• Perform monthly proactive outreach to maintain engagement and uncover new opportunities.
• Deliver renewal quotes, discuss value, and manage renewals in collaboration with Inside Sales.
• Identify upsell and cross-sell opportunities that align with client needs and roadmaps.

Operational Excellence

• Work closely with engineering and project teams to ensure delivery meets SLAs and expectations.
• Track customer health, satisfaction, and renewals using ConnectWise.
• Drive continuous improvement through good communication and structured feedback loops.
• Support development of long-term technology roadmaps that align with client business objectives.

Account Load & Cadence

• Manage a balanced portfolio of 50–75 accounts, adjusted for size and complexity.
• Maintain consistent communication through QBRs, monthly outreach, and as-needed escalation support.

What You Bring

• 5-10 years of experience in Customer Success, Account Management, or Client Relations, ideally with a Managed Service Provider (MSP).
• Strong understanding of IT services, infrastructure, and cloud solutions.
• Excellent communication, organization, and relationship-building skills.
• Experience with ConnectWise or similar PSA/CRM platforms is preferred.
• A proactive, client-first attitude with a passion for long-term partnership and customer success.

Why Join Advantage Technology

• Competitive salary and bonus opportunities
• Certification and career advancement support
• Collaborative, people-first culture focused on excellence
• Work directly with leadership and top-tier technical teams
• Be part of a fast-growing, respected IT firm with deep regional roots

Apply Today:
If you’re ready to build lasting client partnerships and help businesses succeed through technology, we’d love to meet you.