About SugarShot: SugarShot is a modern Managed Service Provider delivering IT, cybersecurity, and cloud solutions to growing businesses. We help organizations simplify and strengthen their technology environments through a proactive, security-first approach and a highly responsive support model. The MSP market supports the IT, security, and compliance needs of the majority of SMB and mid-market companies. It is a large and essential space, yet many providers still rely on reactive service models, manual processes, and fragmented toolsets. At SugarShot, we take a different approach, focusing on scalable systems, operational rigor, and a client experience that aligns with how modern businesses operate. Our model combines people, process, and technology to deliver consistent, high-quality outcomes across service delivery, security, and strategic IT initiatives. We prioritize visibility, accountability, and continuous improvement, enabling our clients to grow with confidence while we manage and evolve their technology foundation. Job Summary SugarShot is seeking a strategic and client-focused Client Success Manager (CSM) to drive long-term partnerships, retention, and revenue growth across our managed services portfolio. The CSM manages executive-level client engagement within an assigned portfolio, partnering across Service Delivery, Engineering, Sales, and Leadership to align technology strategy, service performance, and business priorities. This role is accountable for ensuring clients clearly understand and realize the full value of their managed services investment. The ideal candidate combines strong business acumen, technical fluency, and executive communication skills. They are comfortable advising senior stakeholders, navigating operational complexity, and proactively identifying opportunities to strengthen client outcomes, technology maturity, and overall service impact. Responsibilities Include Client Engagement & Strategic Alignment - Manage executive-level engagement within an assigned client portfolio - Build and maintain strong relationships with executive stakeholders, IT leaders, and operational partners - Lead Quarterly Business Reviews (QBRs) and strategic planning sessions focused on performance, priorities, risk mitigation, and forward planning - Ensure alignment between client business objectives and SugarShot’s service delivery strategy Value Realization & Service Impact - Ensure clients clearly understand the scope, performance, and outcomes of services delivered - Translate service metrics, cybersecurity posture, infrastructure health, and compliance considerations into business-relevant insights - Proactively identify opportunities to improve technology maturity, security alignment, operational efficiency, and service adoption - Monitor adherence to defined service standards and best practices Retention & Growth - Drive client retention through proactive engagement, risk identification, and long-term planning - Lead renewal strategy and execution within the assigned portfolio, driving proactive engagement, demonstrating measurable value, and ensuring long-term contract alignment and retention - Identify and advance opportunities for service optimization, modernization, and expansion - Partner with Sales and Solutions teams to scope and position additional services aligned to client needs - Maintain accurate forecasting visibility within the assigned portfolio Operational Coordination - Collaborate with Service Desk, Security, and Project teams to ensure consistent service delivery - Monitor SLA adherence, service performance metrics, and client satisfaction indicators - Escalate risks appropriately while maintaining clear and timely executive communication - Maintain accurate CRM records, account documentation, and pipeline hygiene What You Bring - 3–8+ years of experience in Client Success, Consulting, Strategic Account Leadership, or similar roles within managed services, cybersecurity, cloud, or technology services - Solid understanding of IT infrastructure, cybersecurity, cloud environments, and compliance needs - Demonstrated ability to drive retention and expansion within an existing client portfolio - Strong financial and business acumen, including comfort discussing budgets, risk, and technology investment strategy - Executive presence and the ability to influence stakeholders across technical and non-technical audiences - Exceptional written, verbal, and presentation skills - High level of organization, accountability, and follow-through - Comfortable operating in dynamic, growth-oriented environments - Bachelor’s degree preferred or equivalent professional experience. - Net Revenue Retention (NRR) within the assigned portfolio Success Metrics Primary Metric: The Client Success Manager is accountable for driving renewal performance, expansion revenue, and long-term client value to achieve strong and sustainable NRR. Travel: This role requires on-site client visits as needed, with travel up to 20% based on client and business needs. Benefits - Competitive compensation - Healthcare + Vision + Dental benefits - Remote work environment - Flexible time-off policy - Transparent, flat culture

• Owning the partner’s transition from pre-sale to post-sale • Manage the sponsorship program lifecycle, including kickoff calls, onboarding into Workweek Partner Platform, timelines, deliverables, lead guarantees, impressions, click thru rates and status reporting • Aligning with Brand Partner on client KPIs and other benchmarks for program success and collaborate with project teams (internal and external) to identify marketing, demand generation and community development strategies and solutions that would best achieve those goals • Facilitate smooth creative process, maintain campaign timelines, manage client feedback, and ensure approval prior to launch • Deliver campaign reporting, offer mid-campaign optimizations, and post-campaign delivery and wrap reporting • Compile comprehensive stat and ROI reports for current and completed client programs that help support Brand Partners on client renewals and upsell opportunities in line with the Workweek Renewal Process

• Own and drive customer retention and revenue growth by achieving annual and quarterly gross and net retention targets • Build and sustain a high-performing department through effective recruiting, onboarding, and performance management • Develop and deliver strategic plans to enhance the overall customer experience, including the creation of a robust feedback loop for Product and Operations teams • Conduct consistent coaching and professional development, including weekly one-on-one meetings and the facilitation of individual growth plans for all direct reports • Ensure process predictability and operational excellence by equipping staff with clear policies, procedures, and training resources • Drive continuous innovation by leveraging technology tools and enablement materials to improve employee efficiency and reduce operational waste • Lead team alignment and communication through daily huddles and weekly meetings held to established organizational standards • Execute rigorous performance appraisals and quarterly goal-setting that align individual outcomes with the departmental mission

• Deliver exceptionally responsive service by ensuring customer inquiries and comments receive a response within 8 hours. • Drive swift issue resolution by ensuring customer tickets are fully resolved within a 16-hour timeframe. • Maintain a high standard of customer excellence, consistently achieving a satisfaction rating of 90% or higher on post-interaction surveys. • Proactively identify and generate monthly expansion opportunities to support account growth and increased solution adoption. • Contribute to organizational knowledge and process predictability by producing or updating at least one high-quality process document or training resource each month. • Cultivate customer advocacy and social proof by securing three or more positive customer reviews per quarter. • Execute routine account hygiene and administrative tasks with high precision to ensure seamless internal operations and data integrity. • Serve as a reliable partner for large and complex accounts, providing the authoritative guidance and subject mastery needed to navigate their specific requirements.