Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork?
At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.
Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!
How you’ll make an Impact
The Market Director, Client Success, is responsible for driving client engagement, retention, and growth within their assigned market. This role ensures that clients receive maximum value from services, oversee client satisfaction, and leads a team focused on delivering exceptional client experiences. The director will work closely with internal teams, including sales, operations, and technical support, to align service offerings with client needs, identify growth opportunities, and foster long-term partnerships.
Location and Work Expectations
- This role is primarily remote but requires in-person presence for client and team events. Candidates must be able to work on-site at our Lombard, IL office.
What you will be doing
Client Success Leadership
- Lead the Client Success team, ensuring best practices in client engagement, satisfaction, and retention strategies.
- Develop and implement policies and procedures that enhance client relationships, service delivery, and overall success.
- Establish and maintain strong relationships with key clients, acting as a strategic advisor to align services with business objectives.
- Monitor client health metrics and proactively address potential risks to maintain high retention rates.
Strategic Account Management
- Oversee the management of client accounts, ensuring seamless onboarding, ongoing support, and continuous service improvement.
- Collaborate with the sales team to identify opportunities for expansion within existing accounts.
- Drive revenue growth by identifying upsell and cross-sell opportunities that align with client needs.
- Ensure the team is equipped to effectively communicate Ntiva’s value proposition and differentiate its services in the market.
Operational Excellence & Service Improvement
- Work with internal teams to optimize service delivery, ensuring client expectations are met or exceeded.
- Gather and analyze client feedback to improve processes, service offerings, and client engagement strategies.
- Develop and track key performance indicators (KPIs) to measure client success, retention, and satisfaction.
- Partner with operations and technical teams to streamline workflows and improve service efficiency.
Team Leadership & Development
- Hire, train, and mentor a high-performing Client Success team, fostering a culture of accountability and collaboration.
- Provide professional development opportunities to ensure continuous learning and growth within the team.
- Conduct regular performance evaluations and provide actionable feedback to improve team effectiveness.
Client Advocacy & Relationship Management
- Serve as an advocate for clients internally, ensuring their needs are prioritized in service enhancements and innovation.
- Lead Technology Business Reviews (TBRs) with key clients, presenting insights, performance metrics, and strategic recommendations.
- Work closely with marketing and product teams to communicate client feedback and influence service evolution.
You’ll be successful in this role if you have
- Bachelor’s degree in business, IT, or a related field; MBA or equivalent experience preferred.
- 8+ years of experience in client success, account management, or service delivery within the MSP or IT services industry.
- Proven track record of managing client relationships, driving retention, and achieving growth targets.
- Strong understanding of MSP service offerings, IT solutions, and industry trends.
- Excellent leadership, communication, and negotiation skills.
- Experience working with CRM and client success platforms to track and optimize engagement.
Required language skills
- Ability to communicate professionally, in English, both written and orally
- Ability to write business correspondence and process procedures
- Ability to effectively present information and respond to questions from groups of managers, clients, and the general public.
Bonus Points:
- Familiarity with AI-driven automation in client success and service delivery.
- Knowledge of cybersecurity and cloud solutions to better support client needs.
- Experience with ITIL, PMP, or similar frameworks for service management.
Benefits and Perks
- Medical, Dental and Vision coverage for employee and family
- 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
- Group Term Life and Accidental Death and Dismemberment coverage (company provided)
- Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
- Health Savings Account (HSA) Options / PPO Options
- Employee Assistance Program
- Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
- Education Reimbursement Program
- Generous Employee Referral Program - cash bonus for successful referrals!
- Dynamic Recognition and Rewards
- Clear Promotion and Advancement Tracks
- Work with Industry-Leading Talent
The base pay range for this position is expected to be between $112,000 and $162,000 per year, plus an annual on-target bonus if applicable, not all roles are subject to a bonus. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.
FLSA Status:
Salaried, Exempt
Work Authorization Criteria
We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.
Workspace Requirements and Remote Work Policy
Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval).
Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.
Our Commitment to a Diverse Workforce
At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.
Application Deadline:
The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 1/29/26.
