Job Description

About SSR Total IT:

SSR Total IT is a leading Managed Service Provider (MSP) based in the Milwaukee area, delivering cutting-edge IT solutions to over 120 small to mid-sized business clients. With 50+ U.S.-based professionals and a global team of technical experts, we support over 3,000 end users and 2,000+ systems. Our proactive, customer-focused approach and commitment to excellence have earned us a trusted reputation in Wisconsin.

Position Summary:

SSR Total IT is looking to add a Client Success Manager (CSM) to our team. This role is relationship-centric, strategic, and focused on ensuring a seamless client experience through business engagement, coordination, and service alignment for IT Managed Services, Infrastructure, Security, Project Management and Software Analytics.

The CSM will serve as the main point of contact for existing clients, taking over once the initial sale is complete and owning the relationship throughout the client lifecycle. This includes facilitating onboarding, managing communications, driving ongoing engagement, and ensuring all client needs are proactively met in alignment with SSR’s service offerings.

Essential Duties and Responsibilities:

Client Relationship & Engagement Coordination:

• Serve as the primary point of contact for existing clients, ensuring a smooth handoff from the Business Development team.
• Manage the full lifecycle of client engagement—from onboarding to issue resolution, to ongoing service alignment.
• Coordinate internal SSR resources to deliver consistent, high-quality service across all departments.
• Maintain current service agreements for clients.
• Lead, schedule, and facilitate Service Delivery Reviews and Strategic Business Reviews (SBRs) on a quarterly, semi-annual, or annual basis depending on the client.
• Collaborate on proposal development and deliver presentations to help clients visualize the value of SSR’s services.
• Build and maintain detailed IT Roadmaps with clients and SSR technical stakeholders to ensure strategic alignment and future planning.

Strategic Account Growth:

• Identify opportunities for expanded service adoption or upselling within existing client accounts.
• Work closely with SSR’s technical and leadership teams to align services to client business goals.
• Support the development of long-term account plans, road maps, and renewal strategies.

Client Advocacy and Consulting:

• Act as a trusted advisor to client decision-makers and technical teams.
• Advocate for clients internally to ensure a high standard of delivery and rapid issue resolution.
• Guide clients through SSR’s service offerings and recommend improvements or upgrades based on business needs.

Cross-Functional Collaboration:

• Work closely with engineering, service desk, application development, and project management teams to support client success.
• Document and communicate client needs, progress, and outcomes.
• Proactively resolve client concerns and remove barriers to success.

Requirements:

• Minimum 7 years of client-facing experience in Account Management, Customer Success, or similar roles within IT, technology, or managed services.
• Exceptional relationship-building and communication skills.
• Strong ability to manage projects, coordinate teams, and communicate across technical and business stakeholders.
• Knowledge of service agreements, strategic reviews, and roadmap development.
• Organized, responsive, and proactive in managing multiple accounts and competing priorities.

Preferred Qualifications:

• Bachelor’s degree in business, Marketing, Sales, or related field.
• Knowledge of ITIL frameworks, professional services coordination, or technology lifecycle planning.
• Experience delivering formal client business reviews and leading strategic roadmap sessions.

Why Work at SSR:

Join a growing and dedicated team of IT and business professionals at SSR. Our culture thrives on accountability, collaboration, and impact. As a Client Success Manager, you will play a key role in strengthening SSR’s client relationships and guiding them toward long-term success.

Our team enjoys:

- Career growth and training opportunities

- A collaborative, team-oriented culture

- Leadership engagement and support

- Work/life balance and flexibility

- A strong voice in improving client experiences

SSR provides a full benefits package, including:

• 401(k) Retirement Plan
• Profit Share
• Health, Dental, Vision, Life, and Disability Insurance
• Paid Time Off and Paid Holidays
• Training and Development
• Quarterly Bonus (SSR Share Program)

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