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I.T. Guru, LLC – Managed IT Services (Veterinary Focus)
📍 Remote with occasional client interaction

About I.T. Guru

I.T. Guru is a growth-focused Managed Service Provider specializing in veterinary practices across the United States. We help clinics and practices operate with confidence through secure, standardized, and proactively managed IT environments.

Our approach is grounded in IT Standards of Care, ensuring our clients are not just supported—but aligned, protected, and positioned for long-term success.

Position Overview

We are hiring a Client Success Manager (CSM) to own the health, alignment, and forward progress of a defined book of clients.

This role sits at the intersection of:

Client relationship management
Operational accountability
Strategic planning and communication

The CSM ensures clients are:

Aligned to IT Guru’s standards
Informed on risks and priorities
Moving forward with intentional decisions

This is a high-impact, client-facing role focused on ownership, communication, and follow-through.

Core Responsibilities

✅ Client Relationship Ownership

Serve as the primary strategic contact for assigned clients (partner)
Maintain deep understanding of client business, workflows, and goals
Ensure clients feel supported, informed, and proactively guided and educated

✅ Strategic Business Reviews (SBRs)

Periodic (Quarterly, Semi-Annual and Annual) client strategy meetings
Translate service data into meaningful business conversations
Deliver clear recommendations tied to risk, efficiency, and standards alignment

✅ Service Trend & Risk Management

Review service activity and identify recurring issues or patterns
Surface risks before they impact the client
Ensure trends are communicated and addressed with internal teams

✅ IT Standards of Care Alignment

Champion IT Guru’s standards across all assigned clients
Identify alignment gaps and areas of risk
Clearly communicate why recommendations matter—not just what they are

✅ Client Advocacy & Internal Coordination

Act as the voice of the client internally
Coordinate across Service Desk, Projects, and Leadership
Ensure issues, commitments, and priorities are not lost in day-to-day operations

✅ Project Coordination & Expectation Management

Communicate project timelines, priorities, and expectations to clients
Ensure clients understand scope, sequencing, and dependencies
Maintain continuity between project delivery and client communication
Help ensure projects remain aligned with client expectations and business priorities

(Note: Project execution and technical delivery are handled by the Project Team, but the CSM owns communication and expectation alignment.)

✅ Quoting & Project Presentation

Present project recommendations to clients based on identified needs
Communicate value, business impact, and prioritization clearly
Collaborate with internal technical teams on scope development
Support proposal refinement based on client feedback
Produce quotes for clients to review and sign off on

(Note: Technical scoping and solution design are performed in collaboration with engineering and project teams.)

What This Role Is NOT

❌ A helpdesk or technical support role
❌ A pure project manager (but does manage client expectations around projects)
❌ A quota-driven sales role
❌ Responsible for hands-on engineering or ticket resolution

Success Metrics

This role is measured by outcomes, not activity:

Reduction in repeat and preventable issues
Improved alignment to IT Standards of Care
Increased client satisfaction and retention
Successful communication and adoption of project recommendations
Clear documentation of client decisions and roadmap progress

Ideal Candidate Profile

✅ Required Skills

Strong communication and relationship management skills
Ability to translate technical concepts into business language
Highly organized with consistent follow-through
Confidence leading client meetings and structured conversations with key stakeholders
Ability to manage expectations across multiple clients and initiatives

✅ Experience

Veterinary Industry Preferred over MSP (Managed Service Provider)
Experience in client success, account management, or account ownership
Exposure to project coordination or proposal presentation
Comfortable discussing recommendations, priorities, and business impact

✅ Personal Traits

Proactive and forward-thinking
Calm and structured communicator
Comfortable discussing risk and making recommendations
Strong sense of ownership and accountability
Able to balance client advocacy with internal alignment

Why This Role Is Different

This is not a generic account management position.

At I.T. Guru, the Client Success Manager:

Operates within a defined standards-based service model
Plays a key role in reducing reactive chaos
Helps clients move from support-driven to strategy-driven IT
Bridges the gap between technical delivery and business outcomes

Compensation & Structure

Competitive base salary + performance incentives based on experience
Incentives aligned to:

Client retention
Standards alignment improvements
Successful project adoption and execution

Benefits offerred:
Employee Health Care Coverage, Dental and Vision Coverage
401K Investment Options
Paid Time Off

Do NOT send your resume yet.

Instead, send an email with the subject line:
"I'm not just looking for a job — I'm looking for the right fit"

Answer the following questions:

1. Why does this role at an IT company serving veterinary practices interest you specifically?

2. Tell us about a time you solved a difficult problem for a client or team. What was the situation and how did you approach it?

3. What do you believe makes someone great in a client-facing IT role?

4. What motivates you to go above and beyond in your work?

5. If we hired you, what would you aim to accomplish in your first 90 days?

We will only review candidates who follow these instructions completely.

Here is the email to use - grow@itguru.vet

Client Success Manager

How to Apply

Ready to Get Started?