Business Services Manager

The Business Services Manager leads and develops a team of Account Managers focused on driving customer retention, revenue growth, and long-term client value. This role owns the account management strategy and operating model, transforming the function into a proactive, results-driven discipline.

Key Responsibilities

• Lead, coach, and develop Account Managers to drive performance across retention, engagement, and growth
• Establish and standardize account management processes, including account planning, QBRs, renewals, and escalation management
• Drive net revenue retention through renewals, upsell, and cross-sell opportunities
• Partner cross-functionally with Sales, Service Delivery, Finance, and Leadership to ensure a seamless customer experience
• Oversee forecasting, pipeline visibility, and customer health metric
• Identify churn risks and implement strategies to improve retention and customer satisfaction
• Leverage tools like ConnectWise to enhance reporting, consistency, and operational efficiency

Qualifications

• 7+ years of experience in account management, customer success, or client relationship management
• Experience in MSP, IT services, or cybersecurity environments preferred
• Proven ability to lead teams and drive retention and revenue growth
• Strong communication, coaching, and stakeholder management skills
• Experience building and scaling account management processes
• Strong commercial acumen, including pricing, forecasting, and revenue planning
• Experience in growth-oriented or private equity-backed organizations preferred