Network Technician

Customer Success Manager (MSP)

Remote Work (Candidate Location: New Jersey preferred)
Employment Type: Full-Time

About Us

Jaydien Network Solutions is a Managed Service Provider (MSP) focused on delivering reliable, secure, and forward-thinking IT solutions to our clients. We pride ourselves on strong client relationships, proactive service, and helping our customers grow through technology.

Position Overview

Jaydien Network Solutions is seeking a Customer Success Manager (CSM) to own and grow relationships with existing clients while supporting newly onboarded customers and inbound inquiries.
This role is relationship-focused, not quota-driven sales. The CSM will serve as a trusted advisor, client advocate, and liaison between customers and internal Jaydien teams, while identifying opportunities to expand services where it adds real value.

Key Responsibilities

Client Relationship Management
- Serve as the primary point of contact for assigned clients
- Build and maintain long-term customer relationships
- Conduct regular client check-ins and Quarterly Business Reviews (QBRs)
- Ensure clients understand and receive maximum value from Jaydien services
Account Growth & Expansion
- Identify technology gaps, risks, and improvement opportunities
- Recommend new or upgraded solutions aligned with client needs
- Collaborate with sales to develop quotes and scopes of work
- Present proposals and follow up until closure
- Support expansion of services within existing accounts
New Lead & Onboarding Support
- Engage with inbound leads to identify immediate needs and pain points
- Communicate Jaydien’s value, approach, and services
- Assist with discovery and handoff to sales for solution design
- Present proposals and support follow-up through deal closure
- Help establish strong relationships with newly onboarded clients
- Reinforce expectations during onboarding projects
- Ensure smooth transitions from sales/onboarding to ongoing support
Client Advocacy & Issue Resolution
- Act as liaison between clients and Jaydien teams for:
  - Service concerns
  - Billing questions
  - Technical escalations
- Coordinate resolution and ensure timely communication
- Advocate for the client internally while balancing company objectives

Qualifications

3+ years experience in Customer Success, Account Management, or MSP client services
Strong understanding of managed IT services and business technology
Excellent communication and presentation skills
Ability to translate technical concepts into business value
Organized, proactive, and comfortable working remotely