VP, Client Success

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

As the VP, Client Success you will play a critical role in ensuring that Ntiva delivers exceptional client experiences. This leadership position is responsible for developing and executing strategies that enhance client satisfaction, strengthen client relationships, and drive business growth. The VP, Client Success will lead a team dedicated to delivering top notch client support and ensuring our services align with client needs and expectations.

Summary of Location and Hours

• Monday-Friday, 8am-5pm CST or EST
• This is a remote role that includes up to 30% travel to our office locations for in-person collaboration and business needs
  
  

What you will be doing

• Develop and implement a client success strategy aligned with the company's overall business goals and objectives

• Provide strategic oversight and serve as the escalation path for Market Directors in Chicago, Indiana, Washington, DC, Denver, and New York

• Drive revenue growth by leading upsell strategies and managing a robust pipeline within the existing client base

• Continuously monitor industry trends and client feedback to refine and adapt the client success strategy
• Build and maintain strong, long-term client relationships by proactively engaging with key clients
• Serve as the primary point of contact for escalated client issues, ensuring timely resolution
• Foster a culture of excellence, accountability, and continuous improvement within the client experience team
• Oversee the development and implementation of programs to measure and enhance client satisfaction, including client surveys and feedback mechanisms
• Use client feedback to drive improvements in service delivery and client interactions
• Collaborate with other departments, such as sales, marketing, and product development, to ensure a seamless client experience throughout the customer journey
• Collaborate with sales and account management teams to ensure smooth client onboarding processes
• Utilize data analytics to track key performance indicators related to client experience and satisfaction Prepare regular reports and present findings to company leadership
• Manage the client success department's budget effectively, ensuring cost efficient operations
• Implement risk management processes to protect client retention and hit yearly targets of 97% retention

You’ll be successful in this role if you have

• 8 years in IT/managed service experience
• Proven experience in client success or client relations leadership roles within the IT services industry
• In-depth understanding of IT services, industry trends, client needs, and competitor landscape, with the ability to adapt strategies accordingly
• Expertise in managing escalated client issues, with a track record of resolving complex problems effectively
• Experience overseeing department budgets, ensuring operational efficiency, and cost-effective resource allocation
• Exceptional verbal and written communication skills

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 for

• Bachelor’s Degree in Business Administration
  
  

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) 11 Paid 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 $150,000 and $170,000 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 legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over 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 4/29/25.

Salary : $150,000 - $170,000