Department: Client Success

Reports to: IT Director

Location: Tijuana, Baja California (On-site or Remote)

About ITCM

Founded in 1985, ITCM is a trusted Managed Services Provider (MSP) delivering reliable IT and cloud solutions to small and mid-sized businesses across Southern California. With a service-first culture and a focus on long-term relationships, we help clients scale with confidence and security.

We are now seeking a proactive and relationship-driven Client Success Manager (CSM) to join our growing team—someone who understands the unique needs of SMBs, speaks the language of business value, and thrives on consultative selling and client success.

Position Overview

The CSM serves as a strategic partner to a portfolio of ITCM clients, managing the full lifecycle of the client relationship. This is a hybrid role that blends account management, client success, and consultative sales to drive satisfaction, retention, and growth. The Client Executive also plays a pivotal role in helping to coordinate and manage active client Projects. You will lead Quarterly Business Reviews (QBRs), align technical strategy with business goals, and identify upsell/cross-sell opportunities that enhance the client experience.

The ideal candidate is a polished communicator, natural relationship-builder, and results-oriented professional with a deep understanding of managed IT services.

Key Responsibilities

Client Relationship Management

- Serve as the primary point of contact and strategic advisor for assigned client accounts.

- Build trusted relationships with client decision-makers, stakeholders, and influencers.

- Conduct regular QBRs to review performance, roadmap planning, and identify value-add opportunities.

Strategic Alignment & Business Development

- Collaborate with internal technical teams to align service delivery with client goals.

- Identify and scope upsell, cross-sell, and renewal opportunities in coordination with the CEO and service leadership.

- Drive client engagement with ITCM offerings including cloud migration, cybersecurity, and project-based services.

Account Performance & Retention

- Monitor client health through KPIs such as satisfaction scores, ticket metrics, and lifecycle data.

- Proactively address risks to client satisfaction or contract renewal.

- Ensure alignment between contract commitments and service delivery realities.

Proposal & Agreement Management

- Support proposal creation and renewals for managed services agreements.

- Present pricing and solution options in a clear, consultative manner.

- Partner with the CEO on negotiation strategy and client-specific bundling.

Client Lifecycle Strategy

- Lead onboarding and orientation for new clients.

- Facilitate smooth transitions between project, support, and NOC teams.

- Coordinate internal team accountability for key client milestones and escalations.

Qualifications

Education & Experience

- Bachelor’s degree in Business, Communications, or related field preferred.

- 5+ years of client-facing experience in an MSP, SaaS, or B2B IT services environment.

- Proven success in account management, sales, or client success roles.

Skills & Traits

- Polished, executive-level communication and presentation skills.

- Strong commercial instincts with a consultative and solutions-oriented mindset.

- Ability to manage multiple accounts and priorities simultaneously.

- Familiarity with IT services, managed support, and cloud technologies.

Why Join ITCM?

At ITCM, you’ll be part of a team that values long-term partnerships, mutual success, and a people-first approach to technology. You’ll work directly with the CEO and leadership team to help shape how we grow with and serve our clients.

Compensation & Benefits

-Competitive salary based on experience and qualifications.

-Medical: 100% employer paid coverage for employee only

-Health insurance

-Dental insurance

-Vision insurance

-Life insurance

-12 paid vacation days – following Mexican Law yearly accrual

-10 paid holidays annually.

-3 paid sick days annually.

-Fun, team-oriented work environment and culture.

-Opportunities for growth and advancement.

-Hybrid work schedule available for eligible local employees.

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per month

Application Question(s):

• Must submit resume in English
• Do you have MSP experience? (Required)
• Do you currently reside within the Mexican Republic?
• Describe the technology products or IT services you've supported or discussed with clients. Please include any experience with cloud platforms, Microsoft 365, cybersecurity, infrastructure, SaaS, or managed IT services.

Language:

• English (Required)

License/Certification:

• Sentry Card (Preferred)
• US Visa (Preferred)

Work Location: Remote