About Us 1Above Technology is a managed services provider (MSP) delivering IT consulting, support, and infrastructure management to businesses across the Los Angeles area. We pride ourselves on responsive, high-quality service and a team-first culture where technicians grow their skills while solving real problems for real clients.

About the Role

We are a growing Managed Service Provider (MSP) delivering hardware, software, low voltage installations, and comprehensive IT support to businesses across multiple industries. At 1Above Technology, we’re building the strategic technology partner that growing businesses rely on — delivering custom-tailored IT and support that keep their operations running so they can focus on what they do best. Our client base spans healthcare, apartment communities, restaurants, law offices, and schools. As our client portfolio expands across the country, we are seeking a Customer Success Manager to serve as the primary owner of our client relationships post-sale.

Reporting directly to the CEO, the Customer Success Manager will lead a small team of customer success professionals and take full ownership of client retention, satisfaction, and long-term relationship health. This is not a passive account management role — we are looking for a proactive, people-first leader who can anticipate client needs, coordinate internally to deliver on commitments, and ensure every client across every vertical feels prioritized and well-served. Success in this role means clients renew, trust deepens, and our reputation for service excellence grows.

What Success Looks Like in the First Year

• Every client has a documented success plan and a regular cadence of touchpoints (no account is going months without intentional contact)
• At-risk accounts are identified and addressed before they become churn
• Established tools and habits to spot warning signs early 
• The Customer Success team is operating as a cohesive unit with clear processes, consistent communication standards, and a shared sense of ownership over client outcomes 

Key Responsibilities

Client Relationship Ownership

• Serve as the primary point of contact and relationship owner for clients post-sale, owning the full client experience from onboarding through long-term retention
• Build and maintain strong, trust-based relationships with key stakeholders and decision-makers across client organizations in healthcare, multifamily, foodservice, legal, and education sectors
• Conduct regular proactive check-ins and business reviews (QBRs) to assess client satisfaction, review service performance, and align on evolving needs
• Respond promptly and effectively to client concerns, escalations, and service issues — acting as the internal advocate to drive resolution across departments
• Maintain a deep understanding of each client’s environment, priorities, and pain points to deliver a consistently personalized experience

Retention & Account Health

• Own client retention metrics across the portfolio, proactively identifying at-risk accounts and developing action plans to address concerns before they escalate
• Track and report on client satisfaction, renewal status, and engagement levels to the CEO on a regular cadence
• Partner with internal teams — including Project Management, Service Delivery, Field Operations, and Professional Services — to advocate for the client and escalate delivery issues
• Lead client onboarding for new accounts, ensuring a smooth handoff from Project Management and a strong first experience with our services
• Develop and maintain client success plans that outline goals, milestones, and ongoing touchpoints for key accounts

Team Leadership & Development

• Directly manage and develop a team of 2 customer success professionals, providing coaching, clear expectations, and growth opportunities
• Establish consistent processes and standards for how the team manages client communications, escalations, and account documentation
• Foster a client-first culture within the team, modeling proactive engagement and high responsiveness
• Support hiring and onboarding of additional team members as the client portfolio grows

Cross-Functional Collaboration

• Serve as the voice of the client internally, sharing feedback and trends with leadership, PM, and operations teams to drive service improvements
• Coordinate with the Director of Project Management to align on project timelines and client expectations, particularly during active deployments or installations
• Collaborate with Sales to support contract renewals and ensure a seamless transition when accounts expand or change scope
• Work with Help Desk and Field Services to monitor ticket resolution quality and ensure client-facing outcomes meet expectations

Process & Reporting

• Maintain accurate and up-to-date client records, interaction logs, and account health data using Zoho Desk and other internal tools
• Develop and refine playbooks for common client success scenarios including onboarding, QBRs, escalation handling, and renewal preparation
• Provide the CEO with regular reporting on client health, retention risks, satisfaction trends, and team performance

Qualifications

Required

• 3+ years of experience in customer success, account management, or client services — preferably in a technology, MSP, or B2B services environment
• At least 1–2 years of experience managing or mentoring a team
• Demonstrated track record of owning client relationships end-to-end and driving measurable improvements in retention and satisfaction
• Strong interpersonal and communication skills with the ability to engage effectively with both technical teams and non-technical client stakeholders
• Experience navigating complex, multi-stakeholder client environments across multiple industries
• Proficiency with CRM or customer success platforms
• Highly organized, proactive, and able to manage a large portfolio of accounts without letting details fall through the cracks
• Ability to occasionally travel between Texas and California offices as needed

Preferred

• Experience working with clients in healthcare or other operationally sensitive, compliance-aware industries
• Experience with Zoho Desk or similar tools a plus
• Experience building or formalizing customer success processes in a growing or scaling organization
• Bachelor’s degree or equivalent experience in Business, Communications, Information Technology, or a related field

What We Offer

• Group medical, dental, and vision coverage
• 401(k) with company match after one year of employment
• Paid time off and company holidays
• Professional development support including certifications and training
• A seat at the table — direct access to the CEO and meaningful influence over how we serve our clients

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.