Client Success Manager

About Galaxy IT

Galaxy IT is a growing managed service provider and MSSP based in Murray, Utah, serving small and mid-sized businesses across the state. We deliver managed IT services, cybersecurity, cloud solutions, and technology consulting to companies that need enterprise-level IT without the enterprise-level headcount. Our clients rely on us to keep their businesses running, their data secure, and their technology working for them — not against them.

We’re a small team that punches above its weight. Every person here has a direct impact on the business and on the clients we serve. We’re looking for someone who wants to be part of building something — not just filling a seat.

The Role

Galaxy IT is looking for a highly motivated Client Success Manager to bridge our customers’ success with internal excellence. As the face of technological and program success for our top accounts, you will combine product knowledge, technical acumen, and exceptional communication to drive meaningful customer outcomes. Your ability to deliver measurable ROI, consult on best practices, and drive adoption will be critical to your success in this role.

This isn’t a cold-calling sales role. It’s a consultative, inside-sales position where you genuinely understand each client’s environment well enough to spot what’s missing and have real conversations about why it matters. When you recommend cybersecurity awareness training, it’s because you’ve reviewed their account and know they’re exposed — not because you’re working a script.

You’ll start with roughly 20 of our top accounts by revenue and grow your book of business. The purpose of this role is to ensure retention and foster growth within our top Galaxy IT clients.

What You’ll Own

Strategic Customer Management

• Serve as a trusted advisor, fostering deep, value-driven relationships with assigned clients to maximize engagement and long-term retention.
• Own account strategy and success planning: define goals, KPIs, priorities, and quarterly roadmaps with each client.
• Lead client relationship and communication: run recurring meetings, manage stakeholders, align expectations, and document next steps.
• Build deep familiarity with each client’s environment, contract, and service stack.

Account Performance & Retention

• Drive account performance management: interpret results, identify issues and opportunities, and coordinate actions with our technical team.
• Manage account health, retention, renewal, and risk: flag risks early, create mitigation plans, and ensure consistent value delivery.
• Own and conduct Quarterly Business Reviews (QBRs) and regular check-ins with assigned accounts.
• Handle billing questions, invoice follow-up, and payment-related client communications.

ROI & Value Delivery

• Consistently demonstrate measurable ROI by consulting clients on business improvements and leveraging Galaxy IT solutions.
• Review client accounts for gaps in services they should have but don’t — security tools, backup solutions, email protection, compliance services, and more.
• Make informed, consultative recommendations based on actual knowledge of their environment, not a script.
• Identify and scope account growth opportunities: expansions, new services, and initiatives tied to performance signals and client objectives.

Thought Leadership

• Provide insights on best practices, industry trends, and data-driven recommendations to help customers optimize performance.
• Serve as the bridge between clients and our technical team, ensuring service requests and concerns are communicated clearly and resolved effectively.
• Collaborate cross-functionally to address complex client needs, articulate feature requests, and develop tailored solutions while building long-term partnerships.

Over Time: Growth

• Develop and present quotes and proposals for existing client upsells and service additions.
• Take ownership of revenue growth within your book of business as the role matures.
• Help define and refine the client onboarding and account management processes alongside leadership.

Who You Are

• You have B2B experience, ideally in technology, IT services, or a related industry. MSP experience is a plus, but not required.
• You have enough technical fluency to have credible conversations with business owners about IT, cybersecurity, backups, and cloud services — you don’t need to configure a firewall, but you need to explain why one matters.
• You have an outstanding personality. You’re the kind of person clients actually look forward to hearing from. You can explain complex technical concepts in the simplest terms possible.
• You think strategically. You can look at a client’s account and see what’s missing, what’s at risk, and where the opportunity is.
• You’re organized, proactive, and detail-oriented. You follow up. You follow through. You don’t let things slip.
• You’re comfortable with CRM and PSA tools and can learn new systems quickly.
• No specific certifications required. We care about what you can do, not what’s on a piece of paper.

Compensation & Benefits

Base Salary: $60,000 – $70,000/year (depending on experience)

Performance Bonus: In addition to base salary, this role includes a performance-based bonus structure tied to client retention, account health, and revenue growth. Details will be discussed during the interview process.

Benefits:

• 100% employer-paid health insurance (yes, really — we cover the full premium)
• $100,000 life insurance policy
• Snacks and drinks in the office
• Team events and company outings

Our Hiring Process

We take hiring seriously because every person on our team matters. Our process is designed to find the right fit for both sides:

• Step 1 — Application & Pre-Interview Assessment: After applying, qualified candidates will receive a written assessment to complete before the interview. This evaluates your approach to real-world client scenarios, strategic thinking, and communication skills. This is completed on your own time before we meet.
• Step 2 — In-Person Interview: We’ll meet at our Murray headquarters for a conversation about your experience, your approach, and what you’re looking for. This includes a live role-play exercise and a hands-on written exercise to see how you think and communicate in real time.
• Step 3 — Final Decision: We move quickly. If it’s a fit, you’ll hear from us fast.

Details

Location: In-office at our Murray, UT headquarters (WFH flexibility after 6 months)

Schedule: Monday–Friday, 8:00 AM – 5:00 PM

Reports to: Owner / CEO

Why Galaxy IT?

You’re not going to be employee #247 here. You’re going to be a critical part of a team that’s building something. The clients you manage represent real businesses — veterinary clinics, law firms, construction companies, medical practices — and the work you do directly impacts whether they succeed.

We invest in our people because every single person matters at this stage of growth. If you’re the kind of person who thrives when you’re trusted, empowered, and given real ownership — not just a title — we want to hear from you.

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• Health insurance
• Paid time off

Work Location: In person