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About the Role

Serve as the primary point of contact for a portfolio of managed services clients, owning the full client lifecycle from onboarding and adoption through retention and expansion. Ensure exceptional client service while identifying opportunities to grow revenue. This role sits at the intersection of client success, sales, and operations, working closely with technical teams, finance, and executive leadership.

Responsibilities

• Serve as the trusted advisor for a portfolio of 30–50 managed services accounts, building deep relationships with key stakeholders and decision-makers.
• Identify and close upsell and cross-sell opportunities across cybersecurity, cloud, compliance, and project services, targeting 15–20% annual revenue growth per account.
• Lead quarterly business reviews (QBRs) with clients, presenting technology roadmaps, service performance metrics, and strategic recommendations.
• Own the renewal process for managed services agreements, maintaining a 95%+ client retention rate.
• Partner with helpdesk, engineering, and project teams to ensure SLA compliance and client satisfaction.
• Act as the escalation point for client concerns, driving issues to resolution quickly and professionally.
• Keep ConnectWise and HubSpot records current with account activity, pipeline updates, and forecasting data.
• Provide market intelligence and client feedback to leadership to inform service offerings, pricing, and go-to-market strategy.

Requirements

• 3–5 years of account management, client success, or sales experience in the MSP, IT services, or technology industry.
• Demonstrated track record of meeting or exceeding revenue targets and retention goals.
• Strong understanding of managed IT services, cybersecurity frameworks, cloud platforms (Azure/M365), and IT infrastructure.
• Experience with ConnectWise Manage, HubSpot, or similar PSA/CRM platforms.
• Exceptional communication and presentation skills — comfortable presenting to C-suite executives.
• Ability to manage multiple accounts simultaneously with strong organizational skills.
• Self-starter mentality with the ability to thrive in a fast-paced, growth-stage environment.
• Experience working at or selling for an MSP with $5M–$25M in revenue.
• Familiarity with NIST, CMMC, or other compliance frameworks.
• Experience managing accounts across multiple service lines (managed services, security, cloud, projects).
• Existing relationships in the SMB/mid-market IT space.

Skills

• Account Management
• Client Success
• Sales
• Managed IT Services
• Cybersecurity
• Cloud Platforms (Azure/M365)
• IT Infrastructure
• ConnectWise Manage
• HubSpot
• PSA/CRM Platforms
• Communication
• Presentation Skills
• Organizational Skills
• NIST
• CMMC
• Compliance Frameworks

Location

• New York, NY

Work Type

• Hybrid
• Full-Time

Experience Level

• 3-5 years

Salary/Compensations

• Competitive base salary plus uncapped commission/bonus structure

Benefits

• Health, dental, and vision insurance
• 401(k) with company match
• Professional development budget and industry certification support

About the Company

• Brightworks IT is a leading managed services provider (MSP) delivering comprehensive IT solutions to businesses across the Northeast.
• With multiple subsidiary brands and a growing national footprint, we provide managed IT services, cybersecurity, cloud solutions, and strategic technology consulting to small and mid-market organizations.

Equal Opportunity

• Brightworks IT is an equal opportunity employer.
• We celebrate diversity and are committed to creating an inclusive environment for all employees.