Client Success Manager

Core Purpose:

Owns the strategic relationship with clients, ensuring satisfaction, adoption, retention, and growth. Serves as the customer’s voice inside the company, proactively driving governance, risk mitigation, and expansion opportunities while ensuring delivery teams stay aligned with client expectations.

Responsibilities

1. Client Relationship & Advocacy

• Act as the primary point of contact for client executives and decision-makers.
• Build trust-based relationships, positioning the company as a strategic partner.
• Proactively anticipate client needs, concerns, and future demand.
• Serve as the internal advocate for client interests across delivery and project teams.

2. Governance & Reporting

• Lead governance cadence: Monthly/Quarterly Business Reviews (MBRs/QBRs) with actionable insights.
• Present SLA dashboards, service performance trends, and improvement plans in partnership with the SDM.
• Ensure transparency of delivery performance, risk status, and commercial health.

3. Growth & Commercial Alignment

• Identify and pursue upsell, cross-sell, and expansion opportunities.
• Support renewals and contract extensions by aligning service performance with client business objectives.
• Collaborate with sales/commercial teams on account growth strategies.

4. Escalation & Risk Mitigation

• Act as first escalation point for strategic issues affecting the client relationship.
• Partner with SDM to ensure operational escalations are resolved with corrective/preventive actions.
• Maintain client risk registers, ensuring proactive mitigation strategies.

5. Internal Alignment & Enablement

• Provide client insights to internal teams (service, delivery, project management).
• Ensure client feedback loops are closed with measurable improvements.
• Align with PM on project milestones, risks, and client updates.

6. Continuous Improvement & Value Delivery

• Ensure services are not only delivered but also demonstrate measurable business value for the client.
• Promote adoption of new processes, technologies, or service enhancements that benefit the client.
• Benchmark against industry standards and share best practices with clients.

REQUIREMENTS

(MUST HAVE /MANDATORY)

• 6–8 years of experience in account management, client success, or customer-facing roles in IT services.
• Proven track record of managing enterprise/global client relationships.
• Strong governance skills: QBRs, executive reporting, client presentations.
• Ability to self-initiate, proactively engage, and drive improvements without waiting for escalation.
• Excellent communication, negotiation, and relationship-building skills.
• Analytical mindset — able to interpret SLA metrics, ticket data, and client usage trends.

REQUIREMENTS

(NICE TO HAVE / PREFFERED)

• Experience working with international clients across US/EMEA.
• Familiarity with CRM systems (Salesforce, HubSpot, Dynamics).
• Commercial acumen — understanding of renewals, upsell mechanics, and account profitability.
• Exposure to multi-vendor environments and global IT service models.
• Knowledge of ITIL processes (to understand service reports).

Job Type: Full-time

Work Location: In person