Customer Success Manager

About the Company

Our partner is a US-based Managed Service Provider with 6+ years on the market. 
 

Core services:

• Microsoft infrastructure
• Networking
• Cybersecurity
• Telephony & VoIP
• Backup & disaster recovery
• Remote server management

The company is currently in an active growth phase — scaling the team and leveling up service quality.

Responsibilities

Ticket & Dispatch Management

• Answer incoming client calls that bypass the automated system
• Create tickets in Atera, assign to available technicians
• Monitor automated ticket distribution — ensure nothing hangs or gets lost
• Follow up with technicians on stalled tickets: push, escalate, close the loop

Client Relationship Management

• Schedule and conduct monthly or bi-monthly check-in meetings with clients
• Proactively surface client pain points, gather feedback, demonstrate care

Operations Support

• Monitor service quality and flag patterns (missed SLAs, repeat issues, client churn signals)
• Document client interaction procedures and escalation paths
• Coordinate with technicians and team leads on client-specific needs

Requirements

• English C1: regular client-facing calls, meetings, and written communication with US clients
• 0.5+ years of hands-on Customer Success, Account Management, or Client Services
• General IT literacy — enough to understand tickets and communicate with technicians (not deep technical knowledge)
• Comfortable with US Eastern Time working hours

Interview Process

1. Recruiting Interview
2. Tech Interview — English proficiency + surface technical questions
3. Technical interview with team leads — deeper M365 & email questions
4. Offer

Work Environment

• Daily standup 9:00–9:45 AM ET (Ukraine: 16:00 – 01:00, or 15:00 – 00:00 during DST mismatch)
• Communication style: friendly, informal, more like a team chat than corporate hierarchy
• Many clients speak Russian; some are English-only

Compensation & Benefits

Base Salary – Up to $1,500/month

On-call Bonus – $100/week of duty (~1 week/month)

Annual Bonus – Yes, ≈ 13th salary

Probation – 3 months, fully paid

PTO – 10 vacation days + ~10 US public holidays + 10 personal/sick days

Equipment – Not provided by default. Negotiable.

Payment Options

Crypto (white, legal, with proof of origin)