Job VC
Customer Success Manager
Technologies
Description
About the Company
Our partner is a US-based Managed Service Provider with 6+ years on the market.
Core services:
Microsoft infrastructure
Networking
Cybersecurity
Telephony & VoIP
Backup & disaster recovery
Remote server management
The company is currently in an active growth phase — scaling the team and leveling up service quality.
Responsibilities
Ticket & Dispatch Management
Answer incoming client calls that bypass the automated system
Create tickets in Atera, assign to available technicians
Monitor automated ticket distribution — ensure nothing hangs or gets lost
Follow up with technicians on stalled tickets: push, escalate, close the loop
Client Relationship Management
Schedule and conduct monthly or bi-monthly check-in meetings with clients
Proactively surface client pain points, gather feedback, demonstrate care
Operations Support
Monitor service quality and flag patterns (missed SLAs, repeat issues, client churn signals)
Document client interaction procedures and escalation paths
Coordinate with technicians and team leads on client-specific needs
Requirements
English C1: regular client-facing calls, meetings, and written communication with US clients
0.5+ years of hands-on Customer Success, Account Management, or Client Services
General IT literacy — enough to understand tickets and communicate with technicians (not deep technical knowledge)
Comfortable with US Eastern Time working hours
Interview Process
Recruiting Interview
Tech Interview — English proficiency + surface technical questions
Technical interview with team leads — deeper M365 & email questions
Offer
Work Environment
Daily standup 9:00–9:45 AM ET (Ukraine: 16:00 – 01:00, or 15:00 – 00:00 during DST mismatch)
Communication style: friendly, informal, more like a team chat than corporate hierarchy
Many clients speak Russian; some are English-only
Compensation & Benefits
Base Salary –
Up to $1,500/month
On-call Bonus –
$100/week of duty (~1 week/month)
Annual Bonus –
Yes, ≈ 13th salary
Probation –
3 months, fully paid
PTO –
10 vacation days + ~10 US public holidays + 10 personal/sick days
Equipment –
Not provided by default. Negotiable.
Payment Options
Crypto (white, legal, with proof of origin)
Our partner is a US-based Managed Service Provider with 6+ years on the market.
Core services:
Microsoft infrastructure
Networking
Cybersecurity
Telephony & VoIP
Backup & disaster recovery
Remote server management
The company is currently in an active growth phase — scaling the team and leveling up service quality.
Responsibilities
Ticket & Dispatch Management
Answer incoming client calls that bypass the automated system
Create tickets in Atera, assign to available technicians
Monitor automated ticket distribution — ensure nothing hangs or gets lost
Follow up with technicians on stalled tickets: push, escalate, close the loop
Client Relationship Management
Schedule and conduct monthly or bi-monthly check-in meetings with clients
Proactively surface client pain points, gather feedback, demonstrate care
Operations Support
Monitor service quality and flag patterns (missed SLAs, repeat issues, client churn signals)
Document client interaction procedures and escalation paths
Coordinate with technicians and team leads on client-specific needs
Requirements
English C1: regular client-facing calls, meetings, and written communication with US clients
0.5+ years of hands-on Customer Success, Account Management, or Client Services
General IT literacy — enough to understand tickets and communicate with technicians (not deep technical knowledge)
Comfortable with US Eastern Time working hours
Interview Process
Recruiting Interview
Tech Interview — English proficiency + surface technical questions
Technical interview with team leads — deeper M365 & email questions
Offer
Work Environment
Daily standup 9:00–9:45 AM ET (Ukraine: 16:00 – 01:00, or 15:00 – 00:00 during DST mismatch)
Communication style: friendly, informal, more like a team chat than corporate hierarchy
Many clients speak Russian; some are English-only
Compensation & Benefits
Base Salary –
Up to $1,500/month
On-call Bonus –
$100/week of duty (~1 week/month)
Annual Bonus –
Yes, ≈ 13th salary
Probation –
3 months, fully paid
PTO –
10 vacation days + ~10 US public holidays + 10 personal/sick days
Equipment –
Not provided by default. Negotiable.
Payment Options
Crypto (white, legal, with proof of origin)