Client Success Manager

Lyra Technology Group is seeking a Client Success Manager for one of their operating companies. As a Client Success Manager at Pact-One Solutions, you will serve as a strategic partner to our clients, focused on driving satisfaction, retention, and account growth. As a trusted advisor, the CSM leads proactive client engagement, including Strategic Technical Business Reviews (TBRs), upsell and cross-sell conversations, and roadmap development. This is a revenue-influencing role that blends technical insight into client relationship management, requiring strong communication skills and a foundation in IT services.

At every point, from onboarding to ongoing consultations, the CSM team collects, analyzes, and then uses data to ensure that their clients are fully engaged and getting the value they expect.

Lyra Technology Group is a family of industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term. We made our first acquisition at the beginning of 2018.

Now, we hold a controlling stake in 80 companies and are continuing to grow. Our companies employ over 600 team members and sit across the Northeast, Midwest, and Eastern Canada. Each company is led by its own management team, and we are incredibly proud of the work they do.

With more than 20 years of experience, Pact-One Solutions is a rapidly expanding MSP IT firm with a focus on dental practices. Our passion is collaborating as a team to provide excellent client service through high-performing networks and enduring partnerships."Think Team, Never Give Up, Do the Right Thing, Humble yet Hungry" are the guiding principles by which we operate.

• Expansion Selling o Grow revenue from existing clients through value adds. o Upsell and Cross-sell: Identify opportunities where clients can benefit from a higher-tier service or additional features/products• Retention Management o Build lasting trust with the client. o Having early, ongoing conversations about evolving needs and satisfaction levels, demonstrating value consistently.• Trusted Advisor Role o Build long-term consultative relationships that naturally lead to sales.

o Strategic TBRs (Technical Business Reviews):Use regular business reviews to uncover unmet needs, gaps or risks, road mapping and budgeting alignment. o Road mapping discussions: Help clients align technology with future business goals

• IT Background (Minimum 3 Years)• Solid understanding of core IT systems, networking, security, and infrastructure.• Familiarity with MSP services, cloud platforms (e.g., Microsoft 365, Azure).• Familiar with common sales cycles in IT services—particularly around renewals, licensing, cybersecurity, and infrastructure upgrades.• Willingness and flexibility to travel to client sites when needed.• Comfortable translating technical issues into business-relevant conversations.• Ability to interpret client environments and identify gaps or areas of risk/opportunity.Successful applicants for this role must be able to pass a background check and drug test, as well as valid automotive insurance and a clean driving record.

If this seems like an opportunity that is appealing to you, let’s have a conversation.