Service Delivery Manager / Customer Success

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.