The DDSystems mission is to empower our clients through exceptional service. The vision is to be the technology partner that everyone wants to work with, and our values speak volumes: integrity, accountability, teamwork, innovation, and empathy.

As a Customer Success Manager (CSM) at DDSystems, you will be a strategic partner for our clients, ensuring they derive measurable value from our IT services and solutions. In this role, you will manage client relationships, proactively address issues, and align service delivery with business objectives. You’ll also play a key role in generating proposals and working alongside sales engineering to scope and present solutions tailored to each client's needs.

The position will work out of our Belcamp, MD office with the targeted territory being the Baltimore-Washington area. At times, it may be necessary to travel to clients to perform your job duties in a company-provided vehicle. Following the initial training period, the candidate may be permitted to work up to 2 scheduled remote days per week depending on the current schedule and workload.

We offer a competitive compensation package as follows:

• Total target compensation (base pay plus targeted commission) of $85K-$100K
• Base salary $75K-$90K
• Uncapped commission based on performance—our program offers the potential for significant upside above targeted earnings for those who overachieve their sales targets
• Company laptop provided
• Company benefits offered – 401K match, health, dental, vision, GTL (2x salary), tuition reimbursement & LTd

KEY RESPONSIBILITIES

Client Relationship Management

• Serve as the primary point of contact for an assigned client portfolio.
• Conduct regular check-ins, strategic alignment meetings, and QBRs.
• Understand clients' business goals and IT environments to anticipate needs and deliver meaningful insights.

Service Delivery Oversight

• Partner with technical teams to ensure SLA compliance and service quality.
• Monitor and analyze ticketing trends, service reports, and client satisfaction metrics.
• Ensure a smooth onboarding process and consistent communication throughout the client lifecycle.

Proposal Generation & Sales Support

• Collaborate with Sales Engineers to identify new project opportunities or service expansions.
• Lead the creation of client-facing proposals and scopes of work.
• Translate technical recommendations into business-aligned, outcomes-focused deliverables.
• Participate in discovery calls and solution presentations as needed.

Strategic Planning & QBRs

• Facilitate Quarterly Business Reviews to review KPIs, present roadmaps, and recommend upgrades or optimizations.
• Develop IT improvement plans and budget forecasts in alignment with client strategy.

Issue Escalation and Advocacy

• Act as the client’s internal advocate to ensure prompt resolution of service issues.
• Escalate and coordinate cross-functional responses when necessary.

Growth & Retention

• Drive client renewals and upsell opportunities through consultative value conversations.
• Educate clients on new services, tools, and cybersecurity trends.

QUALIFICATIONS

Required

• 2–3 years in a customer-facing MSP role, such as Customer Success, Account Management, or Service Delivery.
• Strong understanding of MSP services: managed IT, networking, cloud, cybersecurity, M365, and backup.
• Experience writing proposals and collaborating with sales engineering.
• Proficient in PSA/RMM platforms (e.g., Autotask, ConnectWise, N-Able).
• Exceptional communication, relationship-building, and project coordination skills.

Preferred

• Bachelor's Degree in Sales, Technology, or related field.
• Experience conducting QBRs and strategic client planning.
• Familiarity with proposal tools and structured scoping documentation.
• Certifications: ITIL, CompTIA, or sales-related credentials.