Customer Success Manager.

Kirk IT, a leading IT solutions provider in the Cayman Islands is seeking a motivated, customer-focused professional Customer Success Manager looking for a new challenge in a dynamic and growing economy.

The Customer Success Manager oversees the delivery and quality of services for Kirk IT clients as well as advocating our new services to potential clients.

The role is to provide quality and improvements to the managed service offerings.

The Customer Success Manager will be a key contact to select managed service clients and be the primary driver in evaluating customer feedback to develop quality improvement processes.

Responsibilities include:

• Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
• Identify growth/opportunity areas through trend analysis of existing customer base.
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Taking ownership of communicating during critical incidents, coordinating with resolution parties, and establishing communication between stakeholders for post-incident reviews.
• Developing a deeper understanding of projects to gain insights into the scope of service delivery.
• Analyzing third-party as well as internal processes and creating strategies for service delivery optimization.
• Work with the sales team to provide sales opportunities from problem analysis and aid with sales where needed.
• Arrange regular review meetings and report on the quality and performance of services.
• Work with all departments to ensure customer satisfaction.
• All other support activities deemed necessary by management.

Experience:

Minimum of 3-5 years’ experience in a similar role within the IT Services space and one or more of the following:
• Working in a Managed Services / Professional Services role.
• Experience working in a Service or Helpdesk environment, ticket handling, escalation, etc.
• Proven history of providing Presales consultation to Customers and Sales representatives.
• Project Management
• Technical proficiency in HPE Enterprise Solutions, Microsoft Stack, Public Cloud, Networking and IT Security.

Desired Certifications:

• Project Management
• ITIL
• Cyber Security
• Microsoft O365 / Azure / Windows Server
• Networking

Kirk IT offers a generous compensation package and will support the successful candidate in developing themselves professionally through continued investment in training.

Working Conditions and Compensation:

• Full-time position with work hours from 8:30 am – 5 pm, Monday to Friday, although work outside these hours may be required.
• Salary will be commensurate with experience and will be in the range of CI$60-80k per annum, including car allowance, Pension and Medical.

How to apply:

Interested candidates are invited to submit their resume and cover letter outlining their qualifications and experience. We thank all applicants for their interest; however, only those selected for an interview will be contacted. References from previous employment and a clean Police Record will be required.

Please apply in writing to: Customer Success Manager, PO Box 1637, Grand Cayman KY1-1109, or email jobs@kirk-it.ky. We are based in George Town.

Application Deadline: Friday, November 20, 2026.