IT Client Success Manager

Who We Are 

Aldridge is a leading Managed Service Provider (MSP) offering scalable IT and cybersecurity solutions to fast-growing, small to mid-market businesses in the US. Founded in 1984, this private equity-backed company is a technology management consulting, and outsourcing firm that provides best-fit solutions through a tailored approach and local relationships. With offices in Houston, Dallas, Fort Worth, San Antonio, and Seattle, the company's unwavering dedication, superior technical expertise, and keen understanding of business processes have transformed it into a trusted partner for its clients. With a strong reputation for delivering high-quality services, Aldridge is committed to helping its clients optimize their technology infrastructure and achieve their business goals. 

IT Client Success Manager

Aldridge is a forward-thinking organization dedicated to delivering innovative technology solutions and exceptional service to our clients. We are looking for a highly motivated and driven Technical Client Success Manager to join our team. This position offers the opportunity to work alongside a dynamic team of professionals, enhance your technical and customer service skills, and make a significant impact on client success. You will be responsible for addressing client concerns, troubleshooting technical issues, and collaborating with senior team members to implement solutions that drive client satisfaction. With exposure to cutting-edge technologies and client-facing interactions, this role provides ample opportunities for growth and professional development.

Position Overview:

The Client Success Manager (CSM) acts as the operational and consultative bridge between the technical execution team and executive client sponsors. You'll manage recurring account activities, facilitate Business Reviews (BRs), support roadmap alignment efforts, and guide the early phases of strategic IT planning. This mid-level role owns the health of client relationships across a select portfolio, ensuring proactive communication, performance visibility, and a partnership aligned with Aldridge's service catalog.

The CSM should bring both organizational skill and a consultative mindset—able to distill client feedback into tangible next steps and route opportunities or alerts to the appropriate internal teams in a timely manner.

Key Responisibilities:

Client Relationship Management

• Serve as primary liaison for assigned client accounts, ensuring timely communication of updates, risks, or opportunities.
• Monitor account health through touchpoints and internal reporting tools.
• Coordinate lifecycle of service requests that require staff coordination, escalation, or approvals.

Meeting Ownership & Delivery

• Prepare, schedule, and lead regular Update and Planning Meetings and contribute to business reviews (BRs).
• Present clients with trend analysis, ticket summaries, feedback loops, and aligned recommendations in collaboration with vCIOs.

Roadmapping & Upsell Participation

• Begin translating client needs into roadmap opportunities with guidance from Client Success Executives.
• Surface recurring or project-based needs that align with the Aldridge solution portfolio.
• Track solution engagements and internal delivery progress to maintain aligned communication with clients.

Internal Collaboration

• Ensure documentation in CRM and roadmap tools remains current.
• Align with service desk, projects, procurement, and back-office teams for timely execution of roadmap items.
• Participate in internal planning cadences and client strategy team forecasting updates.

Qualifications:

• 3-5+ years of experience in IT, preferably in a Managed Services environment.
• Familiarity with IT infrastructure concepts (cloud, servers, backup, networking).
• Strong organizational skills, with ability to manage multiple accounts across various stages.
• Strong organizational skills, with ability to manage multiple accounts across various stages.
• Meeting Ownership & Delivery
• Prepare, schedule, and lead regular Update and Planning Meetings and contribute to business reviews (BRs).
• Present clients with trend analysis, ticket summaries, feedback loops, and aligned recommendations
• Roadmapping & Upsell Participation
• Begin translating client needs into roadmap opportunities
• Surface recurring or project-based needs that align with the Aldridge solution portfolio.

Hybrid work schedule  

• Optional work from home days are Mondays and Fridays
• Required in-office days are Tuesdays, Wednesdays and Thursdays
• Travel will be required up to 20%

Aldridge Core Values:  

• Build Trust – We continuously earn the trust of our partners through genuine, transparent communication, and unflinching accountability.
• Take Swift, Meaningful Action – When every second matters, we drill to the core question and act decisively.
• Create Best-Fit Solutions – More is not better – We create the most value for the least added overhead and complexity.
• Evolve & Improve – We know the power of a growth mindset. We do not let fear of failure stop us from finding new, and better ways to do things.

Benefits:

• Competitive Salary and Incentive Plan
• Generous Employer Contribution to Health Benefits Package
• 401(k) Matching
• 4 Weeks Paid Time Off per year, plus additional days for community service
• Ongoing Training and Professional Development Opportunities
• Free Snacks and Beverages

Aldridge is an Equal Employment Opportunity and Affirmative Action Employer. We do not discriminate based upon race, religion, color, national origin, gender, age, veteran status, or any other basis covered by appropriate law. We celebrate diversity and are committed to creating an inclusive environment for all our employees. All employment is based on qualifications, merit, and business needs