Service Delivery Manager / Customer Success
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Overview
Job Description
Job Description
About Us:
At edgefi, we deliver exceptional managed IT and cybersecurity services to businesses. Our focus is on reliability, security, and strong customer relationships. As we grow, we are building a Service Delivery & Customer Success organization that ensures our clients consistently receive value, clarity, and a high-quality experience.
We are seeking an experienced Service Delivery Manager / Customer Success professional with MSP experience to join our team.
Position Overview:
The Service Delivery Manager / Customer Success role is a client-facing leadership position within the Service Delivery & Customer Success department. This role owns the ongoing service experience, relationship health, and retention of assigned client accounts.
The Service Delivery Manager serves as the primary point of accountability for customer satisfaction and long-term success. This role focuses on communication, service alignment, and strategic reviews through Quarterly Business Reviews (QBRs).
This role is ideal for someone who understands MSP service delivery, enjoys interacting with clients, and can effectively balance customer advocacy with business outcomes.
Key Responsibilities:
Own the overall service delivery experience for assigned client accounts
Act as the primary relationship owner and escalation point for customers
Ensure consistent SLA performance and service quality
Build trusted relationships with client stakeholders
Lead and deliver Quarterly Business Reviews (QBRs)
Translate service metrics into clear, actionable insights for customers
Identify risks, service improvement opportunities, and account growth opportunities
Partner with sales and leadership to support retention and expansion
Advocate for customers internally and ensure alignment across teams
Maintain consistent communication cadence with customers
Requirements
Qualifications:
Required: Experience working in a Managed Service Provider (MSP) environment
Strong background in service delivery, customer success, or account management
Experience leading customer-facing meetings such as QBRs or service reviews
Solid understanding of managed services, SLAs, and recurring service models
Excellent interpersonal, communication, and relationship management skills
Ability to explain service performance and technical concepts to non-technical stakeholders
Strong organizational skills and attention to detail
3–5+ years of relevant experience
Local to Vancouver, WA
Preferred Experience:
ITIL or service management training
Experience supporting account growth or retention initiatives
Familiarity with MSP tools such as PSA systems, ticketing platforms, and service dashboards
Compensation & Benefits
Compensation Package:
On-Target Earnings (OTE): $115,000
Base Salary: $75,000
Commission: 2% on qualifying revenue (estimated ~$30,000 at target)
Commission is tied to customer retention, growth, and service success outcomes
Full commission plan details shared during the interview process
What We Offer:
Competitive benefits package
100% healthcare coverage paid by edgefi for employees
401(k) matching up to 4%
$5,000 annual training and development budget
Opportunities for professional growth and advancement
Collaborative, supportive team environment
Coffee and snacks are provided in the office
2 weeks paid vacation+ paid holidays+ paid sick time, increasing with tenure
In-person position
How to Apply:
Submit your resume and a brief cover letter explaining why you are a strong fit for this role.Local candidates only need to apply.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
