Role
Responsible for driving customer satisfaction, retention, and account growth across US-based clients. Acts as the primary post-sales owner, work with delivery function to ensure stability, and identifying cross-sell/upsell opportunities especially in custom development in open-source technologies including Microsoft tech stack.
- Own end-to-end customer success for US clients onboarding, working with delivery function to ensure stability, Contract renewal management, and satisfaction.
- Build strong executive relationships with client stakeholders (Director/CXO level).
- Drive account growth through proactive identification of new initiatives, custom development needs, and modernization opportunities.
- Partner with delivery teams to ensure project success, stakeholder management, escalation resolution and customer satisfaction.
- Create and execute account plans aligned to client roadmaps and revenue targets.
- Track customer health metrics, risks, and expansion opportunities.
- Collaborate with pre-sales and technology teams to shape solutions and proposals.
Skills
- 810 years in Customer Success / Account Management within IT services (mandatory).
- Technology background exposure to custom development in open-source stacks including Microsoft ecosystem (Azure, .NET)
- Proven experience managing US enterprise/mid-market clients.
- Solid understanding of SDLC, delivery models, and managed services.
- Excellent communication, stakeholder management, and problem-solving skills.
- Ability to work cross-functionally with delivery, pre-sales, and leadership teams.
- Experience driving upsell/cross-sell and achieving revenue targets.
