Client Success Manager at Epic IT

City of Vincent, Western Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

29 Jun, 26

Salary

0.0

Posted On

31 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Account Management, Client Success, Technical Depth, Proactive Communication, Commercial Awareness, QBRs, M365 Security Posture, Managed Service Agreements, Tenant Interpretation, Account Health Monitoring, MSA Renewals, Upsells, Expansion Conversations, Escalation Resolution, Project Delivery, CRM Maintenance

Industry

IT Services and IT Consulting

Description

The role This isn't a role for someone who "knows a bit of IT" and likes talking to people. We need someone who can walk into a client's IT environment, understand what's actually happening, and then walk into the boardroom and explain what it means for the business. You'll own a book of accounts from day one — picking up a mature client set and building from there. Your job is to make those clients feel understood, supported, and confident they've made the right choice. That means proactive communication, structured QBRs, commercial awareness, and enough technical depth to have credible conversations about anything from M365 security posture to managed service agreements. You won't be doing Level 1 tickets. But you will be expected to pull up a tenant, interpret what you see, and use it to shape better conversations. What you'll own Own and manage a defined portfolio of Epic IT managed clients Run structured QBRs and monthly check-ins — prepared, data-driven, commercially aware Monitor account health and surface risks before they become problems Drive MSA renewals, upsells, and expansion conversations with existing clients Collaborate with the service desk and solutions team to resolve escalations and deliver projects Keep D365 CRM, account intel, and meeting records current and accurate Identify cross-sell opportunities across our AI, cyber, and cloud service lines Represent Epic IT at client sites and external meetings What you'll need The non-negotiables: Prior experience in an MSP, MSSP, or IT managed services environment Solid working knowledge of M365 and Azure — enough to read a tenant, interpret what you see, and have a meaningful conversation about it Proven track record running QBRs or executive-level client reviews You understand renewal cycles, upsell motion, and how to protect and grow ARR Clear and confident — in writing, on the phone, and in the roomStrong signals (not required, but will matter): Familiarity with cybersecurity frameworks — Essential Eight, ISO 27001, or similar Exposure to AI services, Copilot, or modern productivity tooling in a client context Experience co-selling or working alongside a solutions/sales team on new services What we offer Competitive base salary with clear performance criteria Work from home flexibility with structured client and team cadence Access to Epic IT's internal AI platform — the most capable toolset in any Perth MSP Funded certifications across Microsoft, security, and cloud Direct exposure to strategic client relationships and AI transformation projects A leadership team that builds in public — if you're good, you'll be seen What this role isn't A helpdesk role with a fancy title A pure sales role — you won't be cold-calling or chasing new logos A "set and forget" account management job — clients expect proactive, not reactive A role for someone who needs to be told what to do every day How to apply If you read this and thought "that's me" — we want to hear from you. Send through your CV and a short note covering: The client relationship you're most proud of — what made it work, and what you did to build it A time you used your technical knowledge to change the outcome of a client conversation We read everything. We move fast. Apply now.

Responsibilities

The Client Success Manager will own and manage a defined portfolio of managed clients, running structured, data-driven Quarterly Business Reviews (QBRs) and monitoring account health to proactively surface risks. Key duties include driving MSA renewals, upsells, and expansion conversations while collaborating with internal teams to resolve escalations and deliver projects.